Business Profile

Electrical Contractors

Michael & Son Services Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

133 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/15/2023
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.
I hired Michael&Son Services (MSS) to fix a big water leak in my basement, under a 1st story bathroom and below the sewer discharge line. Oct 11- 1st plumber, ******, felt water along the sewer discharge line through the access panel. He said the bathroom was the issue. Using my ladder, through the access panel, we saw no sign of a big leak, just signs of a minor leak at some time. I agreed to repair the pipes even though it wasn’t really necessary, $602.62. When the repair was done, the tub drain was no longer flush, and the drain could not be closed to fill the tub with water. Oct 16- ****** returned to fix the actual source of the basement water leak- the laundry discharge pipe. Oct 25- ****** said the tub needs a new tub shoe. Est. cost $312.66. Nov 8- 2nd plumber, ***, diagnosed the problem as the entire mechanism needs to be replaced. I said I would order the parts. MSS supplied parts repair estimate $965.61; If I supplied the parts $543.27. Nov 14- 3rd plumber, ******, arrived to repair tub using parts supplied by me. He said it would be $965. I said that’s if you supply the parts. He called a manager and was told $645 for labor only. I then spoke to the ******* ******, plumbing manager, to explain that ******’s estimate was $312.66. After a long debate, the manager said it would be $545. At this point I just gave up and agreed. ****** said because he applied silicone, the finish trim could not be put on for 24 hours. Nov 20- I tried and failed to install the finish trim which is used to open and close the tub drain. Called MSS, spoke to LeVonda Braxton, said a manager would call me back that day. She gave me her email so I could send photos. I have not heard from anyone. Had the drywall been opened initially, the laundry pipe would have been identified as the source of the leak and NO repairs would have been done to the bathroom plumbing. I have been taken advantage of. MSS will not fix their warrantied work and they overcharged me for the work performed.
Business Response
Date: 12/19/2023
Hello,
We are sorry for your concern. We are scheduled to come to your home on the 9th of January with our manager and a senior tech to address any concerns and come to a solution for the payments made.
Thank you
Customer Answer
Date: 12/21/2023
Hello,
I would prefer not to respond to the business until after they come to my house on Jan. 9th. I think it is premature to close the complaint but inappropriate for me to select disagree with the resolution. Can I wait until after January 9th to respond?
Thank you,
*********************
Customer Answer
Date: 01/05/2024
I would like my case reopened because the case has not been resolved.
I am scheduled to meet with Michael & Sons on January 9, 2024.
I reject Michael & Sons' response until after our meeting on Jan. 9th as my issue has not been resolved.

Customer Answer
Date: 01/05/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I would like my case reopened because the case has not been resolved.
I am scheduled to meet with Michael & Sons on January 9, 2024.

I reject Michael & Sons' response until after our meeting on Jan. 9th as my issue has not been resolved.
Regards,

***** *****
Business Response
Date: 01/05/2024
Hello,

We are sorry for your concern. We are scheduled to come to your home on the 9th of January with our manager and a senior tech to address any concerns and come to a solution for the payments made.
Thank you
Business Response
Date: 01/05/2024
Hello,

We are sorry for your concern. We are scheduled to come to your home on the 9th of January with our manager and a senior tech to address any concerns and come to a solution for the payments made.
Thank you
Initial Complaint
Date:12/09/2023
Type:Order 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.
Email sent to Michael & Son on Oct. 25: "I am not at all satisfied. Last April you came out to see why our HVAC was not cooling. It was determined that there was a leak and we paid you $1000 to fill it with refrigerant. We assumed that you also fixed the leak. We found out today from the technician that the leak was never actually found back in April. Why in the world would you charge $1000 for refrigerant and leave a system with a leak in it? The AC worked fine all summer but when we turned on the heat recently, it didn't work. The technician first ordered a new "personality" and we waited over a week for it to be installed. (Enduring cold nights and home temps that were in the 60s.) One day after installation, we still didn't have heat and he came back. Now he says he found the leak and we should pay $3000 to replace a part. Of course I don't trust that this is what needs to be done after our previous experience. I'm so angry that the problem wasn't fixed back in April. I've told the technician to cancel our service contract. " I also wrote to cancel the contract but have not received a refund from the $189 I paid on April 11, 2023 for a service contract. The contract specifically states a prorated refund will be given if the contract is cancelled. I have written to the company several times with no results. I would like BBB to help in getting a refund. I actually think the company should reimburse me for the $1000 worth of coolant that was wasted when they didn't fix the leak but I have little hope for that refund. ****************** **********************************, Cary NC **********
Business Response
Date: 12/14/2023
Hello
We are very sorry for your concern. We did refund 945.09.
We recommended a leak search during our service visit, We cannot determine why the leak search was not performed.
Thank you
Customer Answer
Date: 12/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I received no refund at all from the company. Please provide evidence that a refund was provided.
In addition to the refund due for the refrigerant, I expect a refund for the cancelled service contract.

Regards,

***********************
Business Response
Date: 12/18/2023
We are sorry for your concern the refund was processed on our end. It take 7-10 business days.
Customer Answer
Date: 01/08/2024
Sorry -- though the company has promised a refund to my bank card, it has not yet shown up nor have they provided any proof that a refund is coming.
***********************
Business Response
Date: 01/09/2024
Hello,
It has been refunded. It will take 7-10 business days. If you need further proof email *************@michaelandson.com
Thank you
Business Response
Date: 01/11/2024
Screenshots added. It takes 7-10 actual business days.
Business Response
Date: 01/11/2024
Sent update
Customer Answer
Date: 01/17/2024
[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:
All I see from the business is "Sent update." I haven't received an update recently. The last time I heard from them was December 19 when I was told that they were processing a refund of $945.06 and that it might take up to 10 business days to show up. It still has not shown up.

Regards,

******* ****
Customer Answer
Date: 01/28/2024
I just wanted to inform you that I finally received the refund of $945.09 from Michael & Son. I am grateful to the BBB for their assistance!
***** ****
Business Response
Date: 01/30/2024
Good morning
We will process the refund today, It takes 7-10 business days.
Business Response
Date: 01/30/2024
We will refund this hca today. It will take 7-10 business days
Business Response
Date: 01/30/2024
refunded it takes 7-10 business days
Initial Complaint
Date:11/26/2023
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.
During a visit from a Michael and son employee to perform an electrical inspection as part of a home care agreement. There were no adverse findings in the inspection.Before the employee left, I was advised that he wanted to install a surge protector in my house. This caught me off guard as he had just said there were no issues. He explained it would be a great deal of safety and protection. It was not the original reason for the visit though.I reluctantly agreed for the work to be done. I feel like my passive and non-confrontational attitude was used to negotiate me and pressure me into agreeing with the service. I was told it would cost $643. I took the offer with the understanding it was for a combination of high quality parts, labor, and complexity of work.The technician took a surprising 3 minutes to perform the job in which the part was conveniently in his truck the whole time and ready to go. Within 5 minutes it was installed and they left the house after showing me the pictures. Out of curiosity, I looked up the product shown to me and discovered the part was only $86 retail price. In that moment, i felt manipulated and deceived. I called for a refund immediately after discovering this. There is no justifiable labor or quality for this outrageous price. I sent a message, the first call, and then a second call the same week. Of all three attempts, no progress was made towards obtaining a refund. I feel like my kindness has been taken advantage of by a salesperson more than being treated as a customer who was getting a routine inspection.I want them to take the part back and issue me a refund. I feel lied to and cheated. Had i known the value of the part being installed was $60-90 and the brief time it would actually take, i would have never have agreed to get this done at that price.
Business Response
Date: 12/04/2023
Hello,
Thank you for reaching out to us. We are sorry for your concern per our records the technician was in the home for 50 plus minutes. The surge protector price was presented and given to you, it seemed that you wanted to move forward as you had us install it and you paid for it. If we remove it we will have to charge the dispatch fee to send the tech back to your home and also the restocking fee as we cannot sell the unit any longer. If you would like I am happy to help with a discount as a courtesy. Surge protectors are very important to have.
Initial Complaint
Date:11/25/2023
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.
The date of installation was Oct/2023 Michael and Son installed an new HVAC system in my duplex rental at *** ******* ****** Norfolk VA and the problem has been with apt A. Michael and Son were contact at 3 times for service and we still have the same problem with the heat not working in apt A. ***** ********* sold me the system and we are still having heating problems
Business Response
Date: 12/04/2023
Thank you for reaching out to us. We are sorry for your concern. Per our last invoice the unit was working. If you have any further warranty issues please advise so we can send a technician to the home. Thank you
Customer Answer
Date: 12/14/2023
[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
Date:11/19/2023
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 packaged unit on November 3, 2023. Since having this unit installed, they had to come out 3 times within the month, to correct an issue. My last straw was was Sunday 11/19, I wake to a cold house again, with an error message saying there was another issue with my system. I called and they scheduled someone to come out , a couple of hour later, I get a call stating they needed my credit card, I’m asking why, and they say since it’s the weekend. I would have to pay a fee of 169.00. I proceeded to tell them I shouldn’t have to provide a credit card due to your equipment. I was so frustrated, I gave her my cc number, and I asked what if I didn’t have a credit card, she then said I would have to wait til tomorrow, for someone to come out., not even understanding that would mean another night without heat! I’m so disappointed in this company, after going into debt to get a system that doesn’t work!
Business Response
Date: 11/20/2023
Hello,
We are sorry for your concern. The system was in working order when we arrived. We did not charge you the $169.00 emergency fee. If you should have any other warranty issues please do not hesitate to contract us ************ thank yhou
Customer Answer
Date: 11/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: the unit wasn't working when the Tech , left, his name was *****, the system connection was faulty and they had to replace the electrical pad. I did get this matter resolved at the present time, thanks to ******************** and his staff that came over and repaired my unit. Thanks

Regards,

*************************
Initial Complaint
Date:11/13/2023
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 October 24th plumbing technician snaked drain line in basement bathroom, stating that clog which resulted in water overflowing from toilet had been removed and that water could now be used in the home. Technician offered free scoping of pipe to determine if any additional service may be needed in the future. On October 25th second technician performed scoping service and recommended that pipe be replaced in the future but noted no immediate or significant reason for repair. Homeowners then left on Oct 27th for two weeks. On November 9th homeowners returned home and began using water. On November 12th water began intruding from same bathroom drain. Michaels and Sons was contacted on November 13th and stated that work was covered under warranty and sent same plumbing technician who originally scoped the line on October 24th. When technician arrived at the home he stated that the free scope service completed on October 25th negated the warranty on the service provided and that a new service fee and cost of repair would have to be collected. Homeowners called business and spoke to owner who now states pipe under home is broken and will require complete replacement. Technician who originally scoped line never disclosed a broken pipe and no evidence has been given to homeowners showing pipe is broken from photos taken during the scope. Business never disclosed to homeowners that scoping of pipe would negate warranty for services provided to snake drain.
Business Response
Date: 11/20/2023
We are very sorry for your concern. When we snake a drain, there is never a warranty..............Not an hour after the service even. If we camera the line you get 30 days warranty..............If the camera tech finds issues he can terminate that warranty. Our cameras are not designed to take pictures. If you would like us to send another tech with a camera to verify our findings we will be happy to help. I have attached a invoice explaining your line and its current condition.
Thank you
Initial Complaint
Date:11/06/2023
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.
Michael and Sons removed our Master Bathroom vanity and part of the floor and cut a big hole in the ceiling of our kitchen to mitigate damage from a leaking pipe. As they removed the vanity, they broke two pipes coming from the sinks. They left them open, making our infant and half our family sick with common signs of toxic sewage gas leakage. We contacted them on 24 October 2023 to come back and fix the problem. We never received a reply. Then they emailed us on 2 November 2023 saying that our bill wasn't paid by our insurance. We replied the same day requesting the necessary information they need to provide to our insurance company before the bill is paid. We also reiterated our complaints from 24 October. Today is 6 November 2023, and we have not had any replies from Michael and Sons for the initial complaint or for the necessary documents needed for our insurance.
Business Response
Date: 11/17/2023
We are very sorry for your concern. Our insurance/restoration rep will reach out to your insurance today to get more information on closing out this claim.
Business Response
Date: 11/20/2023
Hello,
We are sorry for your concern. We did send a plumber to address the pipe concern and
We billed the insurance on 11/8/23 **** billed all documents requested.
Business Response
Date: 11/20/2023
Hello,
We are sorry for your concern. The damaged pipes were repaired. If you would like an air scrubber in the home we can help with that also. The open bill was billed to your insurance. Is there anything else we can help with?
Business Response
Date: 11/20/2023
Hello,
We are sorry for your concern. The damaged pipes were repaired. If you would like an air scrubber in the home we can help with that also. The open bill was billed to your insurance. Is there anything else we can help with?
Initial Complaint
Date:11/04/2023
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.
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
Date: 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 Answer
Date: 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
Date:10/28/2023
Type:Sales and Advertising 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 had a repair accomplished to my electrical circuit (ground fault causing the circuit to trip) on 8 August 2023. The price ($689,57) was a *************** charged me that amount. Company: ********************************** Invoice number-*******, electrician-***********************************, phone number-************. I've contacted Michael & Son's several times & no response to my emails to resolver this issue. The electrician did not provide me accurate information on price & statement of work. Thank-You.
Business Response
Date: 11/13/2023
The customer stated the lamp post was owned by the HOA and wouldn't allow us to do any troubleshooting on it. We charged a circuit restoration, which was appropriate, but since we were only there for 1 hour, I believe a troubleshooting fee ($266.14) plus the disconnection of the lamp post ($85 or so) would be appropriate. ******* and I discussed it and removing the complaint m was done, $266.14 would be a good settlement.

I will counsel the tech regarding the circuit restoration and the ability to change it to fit circumstances.

please let me know if you would like me to refund.
Thank you
Customer Answer
Date: 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,

*************************
Customer Answer
Date: 11/26/2023
I ACCEPTED THE RESOLUTION FROM Michael and Son's for a partial refund. Have not received any type of payment. Thanks.
Business Response
Date: 11/27/2023
We will process the refund. It will take 7-10 actual business days to get to you,

Thank you
Customer Answer
Date: 11/30/2023
[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
Date:10/25/2023
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 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
Date: 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

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Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

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