Complaints

This profile includes complaints for Michael & Son Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Michael & Son Services Inc has 11 locations, listed below.

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  Michael & Son Services Inc

  5740 General Washington Dr Alexandria, VA 22312-2407

• 

  Michael and Son Services Baltimore

  6420 Erdman Ave Baltimore, MD 21205-3509

• 

  Michael and Son Services - Charlotte

  140 Dupree St Charlotte, NC 28208-2926

• 

  Michael & Son Services, Inc.

  1229 S Military Hwy Chesapeake, VA 23320-2219

• 

  Michael & Son Services Inc

  3400 Sharp St Hyattsville, MD 20785-2340

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buy hire Michael and sons services to come out and perform. a $69 a seat clean and check service. During this appointment the technician blew a fuse and had to go to the store to fix my HVAC system. When he left I noticed the thermostat was buzzing on the wall so I immediately called them back. The technician actually forgot a tool and came back and noticed the problem and said it would have to be handled the next day. The second technician came out to fix the issue was down in the crawlspace ****** the unit for quite some time. As I went to check on him to see what the status was this technician was performing a service not related to the call and was replacing a transformer on my unit. He seems to think he had fix the bus issue but then he found an issue with my capacitor and said it was short circuiting which I am absolutely sure was not happening before his showing up. After three hours of him being on the property I had to leave to get my son from school and he said that the short circuiting needed to be fixed. Find returning home and turning the unit back on I notice the smell of smoke and fire in coming from my system. It is now 40 outside and the system is not heating and cooling appropriately. Michael its on schedule an appointment but then called to cancel it and move it up. I was not able to make the appointment and have subsequently asked them to come out and re-look at the issue however they have not been able to give me an appointment within a reasonable time to fix a potentially dangerous situation left by the technicians

  Business Response

  Date: 10/10/2022

  We are sorry for your concern. We will do everything we can to resolve your systems electrical issue. We have you scheduled for service on 10/11/2022 - We will also reach out to you if we can run your call sooner than the 11th. thank you

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27, 2022 we smelled gas in our Springfield, VA home and called ********** *** to come check our line. They detected a leak on the house side of the line and turned off our gas to the house advising us to call a plumber to repair it. We called Michael & Sons Services since they had emergency on call people they could send. They did send a gas specialist out later that evening who spent many hours looking for the leak with no luck. I was charged an emergency dispatch fee and was charged for a test that produced no results - $800 in total. When it got very late the gentleman told me he’d return in the morning to continue to search for the leak. On Saturday morning he called me to say they had dispatched him to another job and he wouldn’t return but would come on Monday. My gas was still shut off so I had no hot water. On Monday when I called I was told it was a holiday and no one would come out, but they made an appointment for me to get someone out on Tuesday. Tuesday no one every came and I called multiple times and was told someone would be out. Near the end of the day I was told a new appointment was made for me for Wednesday. I finally spoke to a manager who said he’d send someone out the next day and refund my money because I’d said I was going to call another company. Someone did come out the next day and found where he believed a leak to be but needed different tools to resolve it. So he had to finish the next day. So after 6 days of no hot water I was finally able to have the gas company back to confirm it was resolved. I have contacted the company 3+ times about the refund I never received and have gotten no response. I also learned later (we no longer live in the house) that the new residents had to have the line fixed again as the leak was not fully repaired. I believe I am entitled to the refund I was promised and would like them to provide that.

  Business Response

  Date: 10/10/2022

  Good morning

  We are very sorry for your concern. Holiday scheduling can be very difficult for us when we are already extremely overbooked. We are glad to step in and verify that a refund was granted to you. Thank you

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled the GOLD HCA 1 year old membership and the price was$389.However, I was refunded only $320.02.When i called customer service, he mentioned he deducted discount from the price.That is not fair. I would like complete refund in the amount of $389+taxes.

  Business Response

  Date: 09/13/2022

  Hello, 

  
  We are sorry for your concern. The *** is always refunded on a prorated scale and we retrieve any discounts you might have had on the program (10% savings on jobs) when you cancel the program.  This is all in your terms & conditions. 

• Initial Complaint

  Date:08/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Michael and Son Services to replace an old and out of code HVAC and water heater. What attracted me to them over the competition was the combination of HVAC and plumbing in one company and they had done work on the house with the prior owner. I was quoted $17,868.00 for all services. While more expensive than competitors, the reviews, quality of work, and single price/company won my business. HVAC was installed 8/16/22 without any issues. Issue arose with water heater. Turns out the person who gave me a quote for both HVAC and water heater was on the HVAC side and gave an inaccurate/incomplete quote. On 8/17/22 when the plumber arrived there immediately began to be cost overages to safely install the water heater. This included a gas line extension (~$500) and a water pressure regulator to bring the house psi from ~100 to 60 which was required for the water heater (~$600). I confirmed with the plumber that there was no way these could be avoided and install the water heater. I called the HVAC sales person who assured me he would "handle it". It took repeated emails and phone calls to finally get in contact with customer service who argued that the additional costs were "upgrades". The customer service agent admitted that the price to install the water heater would have been higher if a plumber had come to the house prior to the work being done and that the HVAC sales people don't always know all the things needed to bring installation up to code. In short, the HVAC sales person gave a quote he wasn't qualified to give to win my business only for there to be a $1000+ overage on the day of installation (after I had paid the full $17,868). Despite the overall cost and clear fault on the HVAC sales for the initial quote there was no offer to split the difference in cost overage or resolve the issue internally.

  Business Response

  Date: 09/07/2022

  Good morning 

  We are sorry for your concern. The hvac sales person that you purchased the water heater from sold you a water heater and not all of the accessories that your home MIGHT have needed to bring it up to code. The plumber that came to your home sold you all of the accessory components that are not a part of a water heater sale to bring you up to code. I have attached the invoice you signed. I am happy to help you with a 10% discount on your accessory components as a courtesy and a courtesy only. 

  Thank you

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They came to my home put ***** in my system charged me 400$ and left it didn’t fix the problem they didn’t do any checks and they won’t refund me back my money.

  Business Response

  Date: 08/31/2022

  We are sorry for your concern. We advised you there might be a leak (you can see your invoice that you signed and agreed to) you chose to have the unit filled up with *****. That ***** later escaped your system due to a leak. We do not warranty *****. We can help with a leak search at cost with a repair quote if it is viable depending on the warranty of your system or we can give you replacement options. The refund request was denied when we talked last. Thank you. 

  Customer Answer

  Date: 09/03/2022

  [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:
  They never discussed a leak untilAfter he put the ***** in the system as a paying consumer its not fair that they did this and charged me for it they are supposed to be the professionals why wouldn't he test the system first before putting ***** back into the atmosphere which is very unsafe.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new AC split system (compressor outside and blower/furnace in the attic) - solely replacing my existing 20 year old unit (that worked fine) as an upgrade & efficiency. Selected Michael and Son as they have done previous work for my wife and I in this home. During consultation I was PROMISED this new unit would be more efficient, keep my upstairs even cooler than my current unit, and posed 4 options - bronze,silver,gold,platinum where we selected platinum. Installation was one week later June 2nd 2022. This included a new wifi ready thermostat for this upstairs unit. Less than one week later the system started to malfunction. My new thermostat was emailing me alerts that "something is wrong" - "ive been calling for cool air and 5 hours and have not received it, your system has raised 8 degrees". The temperature upstairs went from 72-79+. The system does not consistently cool, we have days where the temperature climbs to high 70's low 80s. I was quick to engage this company. There have been EIGHT house calls with HVAC techs, electricians, I was asked to call in another company (who found installation issues). The HVAC guys blame the electricians, and vice versa. One HVAC Lead Tech cursed at me in my own home as he was frustrated he could not find the problem. When the tech lost his temper, there were 3 Michael and Son employees in the same room and my upstairs temperature was 83 degrees F I had one manager laugh at me when I mentioned I was going to start seeking legal representation. The secondary company found that the system was not properly set, Michael and Son told me that those findings had nothing to do with the issues I have been experiencing. I am totally lost, i spent more than $10,000 on this system. I had a second company come out. My wife is in her third trimester and we cannot have it 80 degrees upstairs. Is there a lemon law? can they remove this system and can I seek another company? Any / all assistance is MUCH appreciated

  Business Response

  Date: 08/30/2022

  We are sorry for your warranty concerns. We are always ready to send technicians out to the home in the event of warranty concerns. Please call us if you are experiencing warranty issues ************ thank you

  Business Response

  Date: 09/12/2022

  Hello, we are sorry for your concern. We are reaching out to you today to help take care of your needs. You are welcome to contact me also ********************@michaelandson.com thanks

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two months ago my Ac wasn’t working. I call Michael and sons services, inc. they send me a person that didn’t know what was doing he said nothing was wrong with my Ac just need it refrigerant liquid. I said are you sure is only that because the price was expensive for my family( we where dealing with the cancer treatment of my husband and I have to quit my job to take care of him) I was very clear with this person and I said just put a little bit of refrigerant and we will wait to se if it works and if no we can talk about what else we can do because he said nothing was wrong, he could not find any leak or problem with my Ac. He said he didn’t know. Any ways at that moment that “expert” this company send. didn’t know how to put the refrigerant in the Ac. And left telling me he will come back with a senior technician. I waited days for him to come back. But when he comes back none of them where sure how to put the liquid and the other guy keep pushing for me to pay a higher price for the liquid and I said no. I don’t have the money for it. I will only invest the money if I know I will work. So he assure me anything was wrong and I paid for it. I sign and said thank you thinking everything was going to be fine. Well guess what it didn’t even last a day. No even one day after almost 500$ And a couple days of dealing with the them. I call it back and I told them. I have all the records of the calls. Where someone name William assure me the problem will be addressed and the the people from billing will call me back. Because I told them I will cancel the payment because they where scammers. Guess what they did a new appointment for two more weeks I waited here, the day came and they didn’t come just call me very aggressive to tell me they will do nothing no even offered any other services. Now they send fake court documents to my house to tried to scare me. This actions are illegal and dangerous. I call the court and they confirmed the documents are fake. Better fix this

  Business Response

  Date: 08/22/2022

  We are sorry for your concern, It seems that you did a credit card charge back for the amount paid to us for service so we cannot help at this point. Your account is placed on a do not service and has been given to our collections department. This is out of our hands at this time. If you would like to speak with a collections manager to attempt to come to an agreement before our legal department places a lien on your property you are welcome to email *******************@michaelandson.com  thank you

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has taken our money for a electric job that is not complete! We have been trying now months to reach them to get a answer on when they will be out to finish and we keep getting the run around. Michelle was responding and then completely stopped. She was blaming it on *** but after contacting them they said that Michael and sons needed to come out to finish before they can come out to inspect. I have tried reaching corporate office but I dont think it exists!

  Business Response

  Date: 08/22/2022

  I am very sorry for your concern. I am going to reach out to the electrical manager today and also ***. We will reach out to you today. 

   

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new A/C & Heating unit at the cost of $9,000+ from Michael and Son in May 2021. In less this one year, while still under warranty, the unit started making an extremely loud knocking noises (around April 2022). The noise was so loud the sound vibrated through my master bedroom bathroom walls. The timing in which it make these knocking noises is totally unpredictable....many times in the am interfering with my ability to sleep. I contacted Michael and Son to report these issues starting in Apr 2022. At least 4 or 5 times a service technician was sent out and was not able to duplicate the noise. Eventually I was able to record the unit making the noise on my cell phone; on the 4th or 5th service call I was able to share it with the service technician. After seeing my video , the Technician did a more thorough inspection and then was able to duplicate the noise from the unit himself. The service tech, Ala ****** S**** (aka: Dean), agreed the issue was within the unit and he recorded the noise from my phone onto his phone so that he could take it back to his boss and said I would receive a call the next day (this was on 23 June.) I never received that call so I contacted the company the following day and spoke with Mr. William C***, the HVAC Manager. He stated he was aware of the issues and had contacted ******* (maker of the Unit) and all have agreed to replace the unit at no charge. He stated he had no estimated delivery time as ******* was looking for the unit. He also stated he would keep me informed. On 28 July (appx 5 weeks later) I had not heard from Mr. C***. I have called a number of time requesting Mr. C*** call me and to date I have not gotten a call from Mr. C***. One of the customer service rep sent him a “high priority message” on 28 July and still no call back. Also sent an email to the online account of 7/28/2022 – got a response stating someone would be contacting me shortly – no one has contacted me to date.

  Business Response

  Date: 08/09/2022

  Good morning

   

  We are sorry for your concern. I will get with William C**** today to get a status on your replacement unit. Thank you

  Customer Answer

  Date: 08/10/2022

  ---------- Forwarded message ---------
  From: <*********************>
  Date: Tue, Aug 9, 2022 at 7:22 PM
  Subject: CASE NUMBER ******** - MICHAEL & SON SERVICES INC
  To: <***********************************>
  

  
  
  

  To whom It May Concern,
  
  The  purpose of this email is to report that subject case number issue has been resolved.  Michael & Son contacted me 2 days after I submitted my complaint.  They replaced the A/C/Heating Unit today (9 Aug 2022).  Thanks you so much for giving me the opportunity to seek resolution through you.  Please close the case.

   

  Please feel free to email me or contact me at ************ if you have questions/concerns.

   

  Sincerely,

   

  **************************************