My experiences with Michael and Son have been terrible. This review will span over a month period. I purchased a new HVAC system this summer. My air conditioner stopped working after two months. A Michael and Son (M&S) salesman, provided written estimates for a new Carrier HVAC system. He returned to write a purchase contract for a new Carrier HVAC for $4,590. Secretary called to confirm appt. for installation. I told her to call my cell phone number so I could call my daughter to let the technicians in. The technicians arrived at my house, and the secretary called my home phone instead of my cell phone number. Thus, the technicians were not able to get in, and therefore left the premises. Secretary called again to reschedule installation. Technicians arrived again. Daughter was called to let technicians inside. They installed a new Carrier HVAC. I arrived home during the latter part of the installation. Afterwards, I inquired about the Seer Rating because the label on the unit said 13.5. I called salesman to check on the Seer Rating, and he said it was the same Seer as the one he wrote the estimate for which was14.5 Seer. I didn't know anything about Seer Rating, so I dropped the concern. A County Inspector arrived to inspect the new system. It was not approved because one of the four port bolts that was to secure the unit was missing. The County Inspector told me to call M&S to have them return to install the fourth port bolt. He said that although the unit was not approved, he would leave the "Approved "sticker, and stated that I should call him once the correction had been made by M&S. Technicians returned and installed the missing port bolt. I informed the County Inspector. Oct. 1 I noticed that my new HVAC air conditioner was not cooling my house, and I called M&S to report the problem. After working for about 4-5 hours, the Technician found a blown disconnect amps fuse. He said he had to order the part and would return on Wed. Oct. 7. Later that night, I discovered the technician had left the door opened and the light on in the storage room where my unit system part was stored. I brought this incident to the attention of Technician and the Customer Service Manager. The Technician said he would give me $50 towards my electricity bill. I didn't receive anything. Oct. 7 I received an itemized invoice for my new unit to be repaired. The invoice contained an estimated total close to $3200, which included all warranted parts. The invoice included an order for a compressor with a new terminal kit. Oct. 9 Technicians arrived again to install parts for the new system. They worked almost 6 hrs. Again, my new unit was not repaired. In addition, the Technician plugged his laptop into my inside living room outlet so he could charge his laptop. . He said my mother gave him permission. I told him he didn't have permission to plug anything into my outlets without checking with me first, and that he should pay me for the electricity he used. Again, he said he would give me $50 toward my electricity bill for that incident. I haven't received anything for the left-on light or for the electricity used to charge his laptop. Oct. 10-15 I called and told M&S Customer Service Managers that I was very unhappy with M&S service and products, and that I wanted them to come get the unit and void the contract. I decided that I didn't want them to return to try to fix it again and again and again. Oct. 15-16 I talked to the Customer Service Managers again. Although I was still unsatisfied with their response and service I was getting, I agreed to allow technicians to return to try and repair the system a third time. One of the schedulers for M&S called and scheduled my appt. for Friday, Oct. 18, during the 2:00-6:00 p.m. arrival window. Oct. 18 Technicians arrived between 5:00-5:15 p.m. I asked the Technician again about reimbursement for the electricity used for the light being left on and the laptop plugged into my outlet. He said I would have to consult M&S about the reimbursement. Again, I haven't received anything. The Technicians worked until 6:15-6:30 p.m. and informed me they still couldn't repair the system the third time. No invoice was received from the third visit. One of the Technicians said that the Customer Service manager was going to offer to give me a $1200 duct cleaner system for my troubles with my new system. In conclusion, M&S has not repaired my system after 3 tries and my new system that I paid $4590 is still broken and has been sitting outside for almost a month now. I have decided that I no longer want to negotiate anymore deals with Customer Service managers or schedule any more repairs with Michael and Son. I want them to come pick up their equipment and void my contract. I promise to do my homework and read reviews like this one before making other big purchases from now on. I encourage you to do the same! read more

"I have recently been using your services for both HVAC and plumbing problems. While having my HVAC tuned up, I took advantage of enrolling in the "Silver home protect program". While I did not think I would have to use this program just a few days later, the unexpected happened. On Thursday night 09/01/2022, we experienced a plumbing back up in our downstairs bathroom. Attempts I made to clear the drain by removing and snaking the drain did not work and called for service the next day. This is where the problems began with using your company. The plumber came out and cleared the drain. My wife signed the invoice and paid over $800 for the service. I began putting the paperwork together for the insurance claim and read a very vague invoice note "I removed toilet from flange and used k-1500 to remove blockage." While the blockage was removed, I had done the removal of the toilet NOT the technician. I had requested a detailed invoice as to whatI had actually paid for, but have not received this information. In speaking to other companies in the area, it seems $800 to snake a drain and reset a toilet is outrageously overpriced. In fact, I had the same service performed 6 years ago with your company and I was told that the majority of the expense was the removal of the toilet and that was in the $500 range. The technician set up the camera inspection. This is where the rest of the problems occured. On Saturday, we were set up for a 1PM-3:30PM inspection window. While I mistakenly read the text confirming the appointment for the 1030AM-1PM window, I had called to confirm the appointment. I was assured that the technician would be at my home during this window. At 3:32 PM, I called to inquire about the status of the appointment. I was told at this point that the Tech was just finishing up a lengthy repair job, but I was next on the list. I then called back at 5:15 PM only to be told that I was NOT the next on the list, but rather there was an appointment ahead of me, but I was still scheduled. At this point I requested a supervisor to discuss this matter with. I was told that there was no ETA for the service and that one of theTechs had a family emergency. At this point I requested that this service be rescheduled to the next available so that I could feed my 4 children and spend some time with them, over waiting for a repairman. I also requested a follow up on this, but have yet to receive one. My NEW service window was provided to me for 09/08/2022 from 1PM-3:330PM. I was able to take the day off at the last second to be available for this rescheduled appointment. I decided to be proactive at 2:29PM and called to confirm that I was still on the list. I was abruptly cut off and told "the technician is still within your service window", but no ETA could be provided. At 3:09, I received a text stating that my technician was on his way. The Tech (who was extremely pleasant, thorough, and professional) followed up with a phone call at 3:39 PM to say he was on his way from DC. Due to traffic, he was not at home until 4:15PM. I have no issues with Tech, but rather very disappointed with the way I have been treated overall; especially as a paying and preferred customer. I have now not only given up a full day with my family on a holiday weekend, but also a full work day. The repairs to the house are going to be extensive and at one point considered using your services to address them, but at this point we will likely not. I do not consider this to be even marginal treatment and will have vast reservations about recommending your company in the future. " The above email was sent to the company (edited for names only). I got a response last week by a supervisor. The only thing offered was an apology. I pointed out that I spent 2 days at home waiting for the service scheduled. At this point I was told that it was my problem that I took the "service window" and I could have taken a later window. Totally lost that I was on pins and needles every time the toilet was flushed. When pointed out that I was over charged by over $100, I was told that I would be contacted on Monday when he had a chance to review it. No response yet. I requested a refund of the silver package and the over charge, nothing yet. When I was asked what did I want the supervisor to do for me, I was told was told that I got what I paid for. read more

Let me give a little background first I have a 88yo mother whom we had just brought home from rehab on 11/15/14 , I was at work on Sunday received a phone call from my wife telling me my moms heat had gone out , so when i returned home I was able to restart the gas furnace , but wasn't sure of the problem so i called Michael & Son for a service call , they said they could be out on Monday to check it out and they would call before they came so at some point on Monday midday i received a phone call saying yeah this is the tech from M & S ( no name was ever given ) so i had my 26yo son there waiting his arrival , the tech got there went to the basement looked at the unit and informed my son the heat ex changer had a crack in it , so he called me and i spoke to the very RUDE tech asking him how soon we could get her heat , well he had no concern about her age or health condition and said the best he could do was possibly Friday which was 4 days later and this is right when we had that short cold snap, so again i asked is there anything you can do to help me out seeing what was going on there , and again the very RUDE tech said nope , so at that point i told him to get his payment and leave since he didnt even make one phone call to see if there was anyway to help us out . So i being very pissed called M & S they informed me they had to send another tech to confirm the crack , at this i had left work and come home to meet the other tech Jermaine Allen who was very pleasant and made a few calls to get the date moved to Thursday we sat down wrote up a contract and he informed me they would be out between 9am to 11am on 11/20/14 well guess what that never happened after several phone calls to inquire as to when they would arrive i received a call at approx 2:30pm stating they had some problems on another job and were on their way well 3:30 is when the job got started , well the work went on and on and at 9:30 pm the tech came upstairs and asked what time does Home Depot close I ran short of PVC fittings and if i cant get them i wont be able to finish tonight . i told him i don't care weather you have to call Basim Mansour the owner out to get fittings your finishing tonight . So the trip to Home Depot was successful the job was completed at 12:20 am , now im informed her chimmy needs a new liner to meet new code , i was like why was this not caught before when the job was being looked at the water heater is only 3 feet away , so ok we have to get it done and i told the M &S office i would just add the price to the check , the next day i got a call to set the appointment time for the liner to be installed we set it for 11/28/14 at 12:20 Friday i called to find out when they would be there to install the girl said i see no pending service calls for your address , oh boy was i thrilled at that so i asked to speak to Micheal in the install dept. she said let me call them find out where they are ill call you right back , so at 1:20 i called again and asked for Micheal , she said they didn't call you yet i said nope sure haven't well let me call them again , i was very frustrated at this point so i called Jermaine who again was helpful in getting me my answer, within in 10 mins i got a call saying the would be out around 4pm to do the job . the 2 tech arrived around 4:15pm i took the down to the unit and he asked did they leave you a box i being puzzled now said no and then he says i cant do this job i have no material , i asked when can it be done he said maybe Saturday if i can get the parts well now all hell is in me i called Jermaine again and told him whats going on he said call Vance in customer relations well i called asked for Vance and who ever i was speaking with acted like they didnt want me to talk to him so i got Victor i vented to him but this still didnt get the work done , we did work it out to have it done Monday 3 days later then it was scheduled. So if your going to use Michael &Son make sure you have several days to deal with them on getting your work complete. MR. MANSOUR I WATCH YOU ON TV WHEN YOU DO WORK FOR PEOPLE WHO HAVE COME TO HARD TIMES AND THATS AWESOME THATS SOMEONE WHO CARES ABOUT PEOPLE MAYBE YOU NEED TO GIVE SOME OF YOUR TECHS AND OFFICE STAFF A CLASS ON HOW TO TREAT PEOPLE . FOLKS ILL LEAVE YOU WITH THIS THOUGHT MICHAEL & SON HAS LEFT A BAD TASTE IN MY MOUTH !!!!!!!!!!! read more

After three basement floods, 10 days with no sewage, two other plumbing companies failing to solve the problem after numerous visits, and four days of virtually constant interaction with companies serving various purposes, Michael & Son was a breath of fresh air. We spent a significant amount of money to diagnose and understand options for repairing or replacing a collapsed sewer line and the only options I had been presented with all involved extensive excavation. Our concrete porch, mature landscaping, hemlock and maple trees, abundance and tricky positioning of utility lines, and depth of the sewer line all contributed to a rather complicated situation. The potential destruction, disruption, and cost needed for the repair was more disheartening than I care to relive. I had done a fair amount of research and became aware of trenchless options, though quickly realized this was a specialty that few in the Northern Virginia area were able to provide. In speaking with a very helpful Loudoun County inspector I was alerted to a job where Michael & Son was performing pipe bursting near my neighborhood. I showed up at the site unannounced and couldn't have been more welcomed; Terence and Mario were happy to answer questions and explain the process, and Paul was kind enough to come to my house to evaluate the possibility of pipe bursting as a solution to my problem. Not only did Paul come to the property, but Jason and Terence also came by that same night. I was floored with the customer service. When Bill came out the following day to camera and snake the line in order to confirm that pipe bursting would be feasible, I was again impressed with the incredible customer service provided. Bill was unbelievably patient with me, answering all of my questions calmly and definitively. He worked diligently with both the camera and the snake to succeed where two other plumbing companies had failed. Technically speaking, Bill's job was done when he was able to clear enough of a path for the pipe bursting cable to get through. But rather than call it a day, he continued to work to clear the line so that my husband and I would have mostly-functional plumbing for the weekend until the new sewage line could be installed on Monday. His customer service exceeded all expectations. Friday morning I was again pleasantly surprised by Michael & Son when Paul called to say that both Jason and Terence's teams would be brought in to try and complete the majority of the job that day. I was impressed by the professionalism, technical skill and commitment to excellence and customer service that I observed throughout the day. Jason's team was terrific from start to finish on Friday and Terence and Mario expertly completed the pipe bursting. And enough can't be said about Paul and Bill, both of whom have managed the project phenomenally thus far (to additionally include crowd control of nosy neighbors, reassuring and educating intensely interested parents and a very anxious customer). When paying for any service I absolutely expect to receive technical competence and good customer service, though very seldom find both to the extent to which I have thus far experienced with Michael & Son. I observed the company to have excellent professionalism, technical skills and customer service. Additionally, I know that these qualities extend beyond me as the customer; the relationships the company has with partnering entities such as Miss Utility, Loudoun County and VDOT were critical in moving my project so quickly toward resolution. Following the work on my house, my 8-mo pregnant best friend needed emergency plumbing to clear a sewer line blockage and Bill was at her house within 10 minutes and was able to fix the problem. I have recommended the company to all of my neighbors, several realtor friends and have been a walking commercial for you all since the work was completed. I appreciate the business model, commitment to community and the values which are the foundation of the company. read more