Where do I begin? In 2014 when we had the "snow of the year" my family had to make due with 2 space heaters in a 1300 sq.ft. home with vaulted ceilings. Let's just say it was horrible. Fearful that my heat-pump had "kicked the bucket" we tried to get numerous people out to fix the problem. Michael and Sons was the only company who could get out to our home in a reasonable time frame. Andre came out and was awesome. He not only fixed our problem, but found out that our unit had aluminum wire going to it and that the emergency heat was never hooked up. I guess that's a good reason why the emergency heat wouldn't work when we tried it. After fixing the issues, the heat was up and running again and Andre offered us the yearly service plan. We jumped on the band wagon after hearing the benefits of the service plan. During 2013 we have had several other issues with our heat pump, but Andre again came out and everything (except Freon) was covered under the service plan. However, Andre did tell us that we should keep the plan and think about replacement soon because of the age of the unit and the condition. Anytime Andre came to our home he sent us a postcard a few days later. Now that's spectacular customer service!!!! We were so happy with the service from Andre, who has been the only tech we have had, that we decided to use Michael and Sons to run new heat/ac vents to our newly converted garage. This time a new guy came out. He left and we never got a postcard from him, like we always did with Andre. sad, but still happy with Andre and the Michael and Sons guarantee. So fast forward to the 2015 "snow storms". Two days after the last round of snow we received that it when it happened. Our 10 Seer 2.5 ton unit finally had it. The compressor was done and honestly I was tired of being cold. We called Michael and Sons because we still had our service warranty. Unfortunately Andre had nursed the heat-pump as much as he could and it was not long functioning. The initial diagnosis was that the compressor was bad, but there could also be other issues that could not be identified because the compressor is not functioning. Andre called Gary and this is when Michael and Sons offered us several options to replace the entire unit. They even offered to just replace the compressor, but cautioned us that just replacing the compressor. Gary explained that although replacing the compressor was less expensive, is risky because if there is anything else wrong, the whole unit may have to be replaced. Gary did not push us to purchase a whole new unit and gave us four quotes to review. In the interest of trying to find the best deal, we called several other companies to see if we could get something better. Each time a representative came out they checked the system and duct work. This is when we found a problem, the duct work done by the one guy from Micheal and Sons was done wrong. I was crushed. Even though I know it wasn't Andre, I knew how professional he was and what his workmanship was so I was aggravated. We spent almost $1,300.00 running the duct work to the garage. This new finding made me skeptical of having a whole new system replaced by Michael and Sons because I knew it wouldn't be Andre doing the work. After a lengthy conversation with Gary about the issues and he came back to our home, sat down with us and ensured us that the job would be done right, the duct work would be fixed to their standards and apologized. Gary was upfront and honest with us and really listened to our concerns, even taking calls after hours for questions. After discussing the situation more we decided to go with Michael and Sons since they were offering us a 10 year parts and labor on the system and because Andre trusted Gary. Gary was great, but Andre's trust in him just sealed the deal for us. So, three days after signing the contract Michael and Sons showed up to change our our system. We signed our contract on a Thursday night and they showed up on Monday morning, March 30th. The time frame window given to us was 8-12. The guys showed up just before 9:00 a.m. Our installers were Tom and Nagee (I hope I am spelling that correctly). Three words: They were amazing!!! Tom was very polite out the gate introducing himself and his helper Nagee. They were comfortable with my three dogs running around and I was very appreciative of that simply because having to keep them locked up, when they are never locked up would have been difficult. They wasted no time putting down drop cloths everywhere. My pups even helped. (LOL) Not soon after beginning it began to rain, but it didn't slow them down. I left for work at 11:00 a.m. when my husband got home. Shortly after arriving home at 4:30 p.m. the guys were finishing up and didn't mind me going up in the attic to look at the work or explaining anything about our new unit versus our older unit or what work they had done. All of these guys rocked!!!! read more

My experience with this company has been Exceptional! One of my HVAC systems failed nearly two weeks ago. My wife and I suffered with above 85 degree temps upstairs as a result. We noticed ice outside on the condenser and cooling lines; so, I called my regular heating & A/C company (Smith & Keene), they just came out and recharged the system with refrigerant ($300.00) i also paid for a leak test (dye) (another $300.00) which they checked a week later. S&K eventually told me, I had a refrigerant leak, and needed a new evaporator coil, preferably a new system (coil & condenser). What is crazy about all this is that we found out Smith & Keene had improperly installed both HVAC systems during new construction of my home. They connected my 3.5 ton outdoor A/C condenser to a 2.5 ton evaporator coil (which failed), then connecting my 2.5 ton condenser to the 3.5 ton coil. As the original owners my wife and I are extremely upset about that, and can't help but to believe that Smith & Keane was aware of this problem before my HVAC failed. They then informed me that they would have to charge me for every visit and for any parts, labor, or refrigerant I required as a result. We felt their customer service was horrible (except Christina who really tried to help)! My systems are out of warranty but well within life expectancy at just 9 years; still, we decided to go ahead with a new install. That's where Michael & Son came in. After four different contractors told us that our HVAC misconfiguration more than likely led to the leak and early failure (3.5 condenser to 2.5 coil), we decided to purchase a complete new upstairs heating and A/C system. We talked to three companies (not Smith & Keene though) and decided to go with Michael & Son because their sales rep, Rusty, was awesome! We called him on Friday and set an appointment for Saturday afternoon, Rusty was very knowledgeable, he walked around our home with us explaining what he saw and how they would fix it. He suggested several systems, in a variety of price ranges, and overall he was just Great!! We felt very comfortable with him and knew we wanted to hire the company he represented. He spent over 2 hours with us Saturday morning, then took our phone call Saturday night (after we talked to the other reps); then came back to our home on Sunday afternoon for more questions and to finalize our order. We compared each sales person to Rusty; and, they did not do half as much, or seem half as personable. He really earned our business!! We then chose to go with the top of the line system they had to offer - the Carrier Infinity SEER 17 complete heating and a/c system. He even manged, on Sunday, to set up our installation for the next day - MONDAY!! Which is exactly what we were hoping for! He told us, not only would it be done on Monday, but it would be done right!! On Monday morning three installers showed up - ready to go! They each introduced themselves, explained what they were going to be doing, asked if I had any questions or concerns about the upcoming work, then just got to it! My installers were DeWitt, Brian, and Drew, and they were great! My old system was completely removed before I knew it... And my new system went in very smoothly too. They took extra effort to make sure everything that needed covering was covered, laid out tarp to protect my carpeting, they even put on those little blue boot covers every time they entered the house. I told them not to worry about it, but they put them on anyway. They went out of the way to ensure no damaged occurred from all the tools and equipment they moved in and out of the house. When they finished, DeWitt explained the new system to my wife and I; and, Brian checked all the supplys to make sure cold air was coming out where it's supposed to... They did a Great job! DeWitt even came back the next morning around 9 a.m. to make sure everything was working properly, check pressures in the new outdoor unit, took another look at the new coil and heater, and showed me a couple things about my new Infinity Touch thermostat. DeWitt, Brian, and Drew were top-notch! Since they just completed our install yesterday, I'll update this post in a couple weeks. However, Overall, we're extremely happy with out new system, and glad that we went with Michael and Son for this job. They have earned this job and any other future business we may have. Update: Just had William come out to complete my service. He did a wonderful job on my vent cleaning. A really nice guy, who also represented M&S well. read more

UPDATE: Shortly after posting my original review, I was finally contacted by an Operations Manager at Michael & Son. Unfortunately, the experience that followed only reinforced my frustration. Over the course of a four-day email exchange, we debated something as basic as the size of the HVAC unit that was installed. My invoice clearly states that I was sold and installed a 2-ton unit, yet the equipment/serial number/warranty at my home appears to be a 1.5-ton unit. Rather than providing a clear explanation backed by documentation, I was told the discrepancy was being "assumed" to be the result of a model number change. As a customer, I am still left wondering whether I paid for a 2-ton unit and received a 1.5-ton unit instead. Even more disappointing is that Michael & Son has shown no willingness to acknowledge any mistakes, apologize for the confusion, or take ownership of the situation. What makes this especially frustrating is that this entire issue could have been avoided if someone had simply listened to my concerns from the beginning and taken the time to do some basic research. Instead, I spent days trying to get answers to questions that should have been addressed during my very first call. At the end of this process, I still feel underserved, ignored, and disappointed. While I appreciate finally being contacted after leaving my review, the response did not resolve my concerns or restore my confidence in the company. Based on my experience, I honestly would not even give this company one star. ORIGINAL REVIEW: I am extremely disappointed with my experience with Michael & Son in Newport News, Va. From the beginning, I believe they installed an HVAC unit that was undersized for my home. Since installation, the system has struggled to keep up and has frequently run continuously. When I first called to report that the unit was constantly running, the technician dismissed my concerns instead of investigating whether there was an underlying problem. Looking back, I feel that issue should have been taken seriously and may have prevented more costly problems later. Most recently, another technician came out but was unable to properly diagnose the issue because he did not have the appropriate equipment. He recommended that a second technician come out for another opinion, yet I was still expected to pay for a service call without receiving a diagnosis or solution. Communication has been just as disappointing as the service. I left three messages with customer service requesting a return call, and no one ever responded. It's frustrating to be ignored when you're dealing with an ongoing issue that requires timely attention. To make matters worse, the part that now needs to be replaced is covered under the manufacturer's warranty, but the company refuses to cover the labor because I am not enrolled in their maintenance plan. While I understand companies have policies, it's frustrating to be charged significant labor costs for what I believe is a problem that may have been caused or worsened by the installation of an undersized unit. Overall, I feel my concerns were dismissed, my issue was not properly diagnosed when I first reported it, and I am now facing an expensive repair that may have been avoided if the correct-sized unit had been installed from the start. The lack of communication and customer service only added to an already frustrating experience. Based on my experience, I cannot recommend this company. read more

I don't understand why Yelp posts all of the bad reviews first? there are plenty of positive good reviews on M&S listed at the very end of the list! Not cool or fair Yelp! Anyway, we've had A/C issues on and off for a couple years. We finally called a larger company because we were tired of dealing with inconsistent smaller ones. It seemed like I was having to call a new company each season to assess what a different company did the season before. So I was ready for some stability. And to be honest, I probably would have even paid a little more to have it. Not everything is about price. Our unit was old- 13 years. We bought the house from a "do-it-yourselfer" who made modifications that were on there last leg. Our story with the service man is similar to those listed in the "bad reviews"...we needed parts and freon (which i believed because the unit wasn't cooling or pushing air and it was running all the time). The parts were going to be expensive- $2000 or so. The tech said that after all of the money on these repairs, another part could fail. there are not guarantees on just fixing parts "here and there" on such an old unit. But this is common sense. And yes, the service man recommended a new unit. After some internet research, we decided to go with the new unit. AC units are only expected to last 10-15 years. That's a consistent reported fact. Now, if our unit was newer, or the unit wasn't having so many issues, and our house history wasn't shady...maybe I would have questioned this man's recommendation. But all of my facts and research pointed to the same conclusion. I guess what I'm saying is, no matter who one calls for service, it is important to take some time to educate yourself on the matter to make the right decision. Some of these negative reviews make it sound like every situation is the same and there can never ever possibly be a reason to spend more than $100 on an AC. From what I can tell we paid a fair price for what we received. Also 10 year warranty. If I searched high and low, in every crack and crevice of the deepest, darkest corners of va beach, maybe I could have found a price a few dollars cheaper--but that's not what I'm about. I want quality, consistency, and a company that's going to be in business next year. I don't want my family to be scared of the service people in our house because they look and act like criminals. BTW, our new AC unit is awesome and it is VERY APPARENT that we did need the new unit. I can't remember that last time our house was this comfy and the AC runs much less than the last one so maybe our power bill will go down a little. Thank you to Gary Witcher, Trey, & Terrel who assessed my old set up and installed the new one. Also, thank you to William and his co-pilot who cleaned the ducts after installation! I am so glad I made the decision i did because no tellin' how much time and money I would have spent calling a million companies to save $1 and replacing a hundred different smaller parts through 15 different companies! So in closing- don't always pick "the cheapest route" just cause it's cheap and always do your research to be an informed consumer, but don't hesitate to call M & S! read more

Thank you Oscar! You saved the day for the Rasin's!!!! Let me tell you how this rating went from no stars on yesterday, to five stars today. On the morning of July 3rd, I realized that my AC was not working properly so I called Michael & Son to have an engineer come fix the issue. I spoke to a couple of representatives at the company and was informed that I would receive service that day and if the appointment could not be kept, I would receive a call to tell me when they could come out to make the repairs. I informed the rep. that I had just received service 2wks prior, and even though when the tech left the AC was working very well, now it's not. The rep told me that she would schedule a call back and have Oscar come out on Thursday. Well, that did not happen. Fast forward to today, July 4th -- I called the company twice, first time (7:40 a.m.) when the operator at the answering service took a message, then again at 9 a.m. I spoke with Ashlee, who was very pleasant and helpful. She placed my call on hold, spoke with the dispatcher, then told me that someone would be out today. I was not feeling hopeful because we had the same conversation the previous day and I wanted to know if it was going to happen today. She advised that the technician would call 30 mins prior to arrival. I thanked her for her help, hung up the phone and was patiently waiting. To my surprise the call I received at 11 a.m., was from Stephanie following up on the message I left with the answering service. When she stated that unfortunately no one would be able to come out today, I was suddenly in a state of disbelief, I shared that I called earlier and my appoint was scheduled for today. She told me several times that it would not be possible and someone would come tomorrow. After asking to speak with a manger, she transferred me to Teroque, the dispatcher, rather than to tell me no supervisors are working today. He too stated that due to the staff shortage on today, I would not be able to have a technician come out until tomorrow. I was again shocked, because I purchased and renewed my service contract with the company primarily for emergency situations such as mine, which now was a 2 day emergency that was being treated like it was called in this morning by someone with no home warranty agreement who would have to wait like anyone else with no home care agreement. After further conversation, and trying to share my reason for purchasing the agreement with the company, Teroque finally agreed to have the engineer, who was on a call in NE at that time, come to my residence next. He also agreed to call me if no one was going to come today. Thankfully, the engineer who called me was Oscar, and when he stated his name and the company along with the, "I will be there in 30 min." notice, I was one happy camper! The dispatcher(s) can say what they want, but if Oscar had been advised of my request for service yesterday, he would have been here. I appreciate Oscar's promptness today and I'm grateful that he was able help cool down my 4th of July holiday. Thank you Oscar for your professionalism and the great representation you provide for Michael and Son. read more

We had the pleasure of doing business with Michael & Sons Services for a replacement of a straight AC unit for a heat pump system in one zone of our two-zone house. After contacting 3 other companies for quotes for comparison (one of which never even showed up for their scheduled appointment), we chose Michael & Sons because of they offered the best price for a top name brand unit, with the longest parts and labor warranty. Our salesperson, Rusty, was prompt and courteous and was extremely knowledgeable in answering our many questions. The installation team, Marcus and Ryan, arrived on time, were friendly, and worked tirelessly to get the install completed in one day. Marcus used his many years of experience and expertise to brainstorm a way to run new ductwork to our laundry room/breezeway that didn't involve cutting through a kitchen cabinet and a brick wall, which was previously thought of as being the only way to have a vent in that room. We also had electrician Brian A. stop by on install day to do some electrical work to allow for the new heat pump to run. He arrived on time, gave a thorough explanation of the work he had to do, and worked quickly and efficiently to finish the job. We did come across one issue following the install. The air conditioner in the second zone of our house stopped cooling after the work on the first zone was completed. Not really knowing who to contact, I again contacted Rusty to explain the situation. He immediately had Michael & Sons schedule someone to come out to investigate the next day. Through the good investigative work carried out by Morgan B., it was discovered that when a gauge was connected to the second unit by an honest mistake on install day, the valve stuck open thus allowing for the refrigerant to drain. Michael & Sons acknowledged the error, apologized, and Morgan B. made it right immediately by replacing the stuck valve and recharging the refrigerant. I think it is fair to recognize that sometimes mistakes happen - I was extremely impressed with their honesty and integrity in this matter. A huge thank you to Michael & Sons from the top on down, for doing the right and honest thing. Finally, we had William C. out this past week to clean the duct work throughout our entire house. He arrived on time, did the job quickly and efficiently, and made recommendations to prolong the life of our two systems. All of the many individuals we were in contact with from Michael & Sons over the course of this project, including the folks who answer the phones and call with appointment reminders, were extremely courteous, knowledgeable in their trades and professional in every sense of the word. I would do business with them again, and would recommend my family and friends do so as well. read more

I had the lovely pleasure of dealing with Michael and Son about 2 yrs ago when i needed to get a new system. I had a furnace and couldnt afford to pay for gas. So i called onto to Michael and Son to help me out. They gave me th best ptice to convert from gas heat to a heat pump and to change out the duct work in my attic that was over 30 yrs old. The selling tech Scott Andrews was so polite and respectful. I received a call when he was on the way and he even asked where to park. When he showed up to my door he had a company mat and even put on shoe covers before entering my home. After about 3 hrs.....i know its a long time but......he came up with a price. The price was hands down reasonable. I rent from my mom so its a matter of selling her into this price. In the back of my head i thought oh well i can get this cheaper somewhere else, but i looked at the options that was given to us. I finally convinced my mom into it by saying that sometimes the quality is better than the price. So she said yes! Then she said well my house has old duct work call them to my house and give me a price. Off they went to her home. She got the same first class treatment and give a quote for her duct work. Needless to say i was set to get a new heat pump, duct work and duct work in her home along with the home care agreement for her home. A couple days later it was time for the install. For my house i had Tom Brannon and Floyd Bonner here. They called ahead, asked where to park and used shoe covers even tho they spent most of the time in the garage. When it was time for the duct work they layed out drop cloths in the path of where they were going and even a couple more for the fly aways. Wow i couldnt believe how old the duct work was. So to fast forward a bit system was installed and ductwork is done. There was no mess in my house or in my yard. They hauled away all the old equipment. They even stayed long enough to make it works after it cycled a couple times. I honestly thank them enough. My mom got the same treatment from her tech Marcus Clark. Best of all my kids where there and see this big box truck with a ladder and they wanted to climb it. I was told that the tech was calm and polite letting them know its not safe and even offered them small jobs....like carry a tool to keep them occupied. Honestly other companies wouldnt give too shit about the safety of your family. I highly recommended them to anyone who needs service no matter how big or small. Remember the quality of service will beat anything else! read more

I had a sewage leak under the slab at our home which was mostly covered by homeowners insurance, so we called Michael and Son. Best choice we could've made. They worked with us every step of the way and were very patient with us due to the fact that bank of America(worst bank in the country...crooks) are making us jump through hoops to get the claim money sent to them by nationwide(great insurance company). Ryan and Tom came to our house and got right to work, very big job. They treated our house like it was their own and walked me through everything they were doing. They also did extra because a lot of the plumbing in the house was in bad shape and they didn't feel right leaving it like that even though it wasn't in the contract, that's professional in my book. I am having them come back to do the resets on the dishwasher, kitchen sink, bathroom sink and toilet. Excellent Tradesmen. Also had the HVAC done by Michael and Son because sewage leaked into the ductwork in the slab(house built in 1962). Tom Ramirez reconfigured the whole duct system ontop of doing the whole job. Tom worked very hard on this system considering they were 3.5ton indoor outdoor units running whole house. Main ductwork had to be ran through frog into attic, also through utility room into addition and living room. Ductwork also had to go down a chase into bedroom and bathroom. Remeber half of the home's ductwork was in the slab before this, so it had to be reconfigured. I do commercial HVAC for a living so I kinda knew what all of this was going to en-tale, lets just say I'm glad it wasn't me who had to do this job. Great company, a bit pricey but we all can agree on this, you get what you pay for. read more

We had purchased an old house (built 1954-56) a few months prior and initially noticed a funny smell (which subsided when the air was off). We also noticed that there were NO filters in the return air vents (which had been painted over multiple times). I started to consider duct cleaning service, and upon successfully removing the return cover--my husband retorted "call them. call them now." I did a GREAT amount of research on various companies, pricing, nature of service, etc.--and chose Michael & Son. I was fairly impressed from the beginning with their scheduling service due to the evident willingness, ownership, and responsibility through communication. Further, upon coming home to the duct cleaning mid-process I was OVERWHELMED with gratitude for the attitude and precision service of our techs (Andy and David--great job!). They shared (with photos) that the ducts in our home were the worst they'd ever seen. They diligently worked to get the job done over the course of a significant number of hours. They were cordial, kind, respectful, informative, helpful, skilled--and ultimately successful at cleaning our worst-they'd-ever-seen ducts. We already notice the difference. Massive kudos and praises to Andy and David and Michael and Son Hampton Roads/Norfolk. I expressed to our techs that I had noticed there wasn't an air duct cleaning review on the Norfolk page...and that they could count on a raving one now! Michael & Son is beyond reliable and impressive for air duct cleaning--with so much confusing information out there--I am delighted to say it was beyond worth it. THANK YOU ANDY AND DAVID!!! Thank you Michael & Son! read more

We needed a new gas pack unit for downstairs & ductless mini splits for upstairs so started the process by getting multiple estimates from HVAC companies in Hampton Roads. These estimates provided not only dollar amounts but gave us insight into the customer service we would experience. Michael & Son beat out the others as they were top notch from the initial call to the office to the estimate to the actual install! Each and every person we dealt with gave the same level of exceptional service and we knew that's what we'd get going forward! Dave, our sales rep, was awesome!! He is extremely knowledgeable and answered all of our questions no matter how inane some seemed. We had considered different equipment options that could have cost much, much more but Dave set us straight and wouldn't let us consider putting more than what was needed for our size home and comfort level. Other companies were more than willing to over do it to get more money on the sale without doing right by us the customer. The way Dave handled it was what won us over - he put his customer first!! Our two main installers, Marcus & Randy, we're also exceptional!! Professional, polite, and completely personable these two knocked it out of the ballpark only reinforcing that we had definitely chosen the right company!! They went the extra mile and more in making certain our new systems were just right and we couldn't be happier!!! Our rating of Michael & Son would be 5 stars all the way - on a scale of 1 - 10 we'd give them an 11+!! We'll definitely be telling our friends & family who to call! THANKS so much to one and all!!! read more

Michael and Son was my second of 3 estimates for a new HVAC unit. i have been without heat or air for 2 years,and knew it was time y to correct that. From sales Norris extremely knowledgeable,took the time to explain in great detail everything from A to Z, his persona was perfect, not pushy, friendly and again knowledgeable and treated me with great respect. Made we very confident in the company. I also replaced my duct work because of him. He followed up with me almost immediately with a couple concerns. He is a asset to your company. Carlos and Emerson my HVAC team, Awesome as well!!!! Very timely, always called ahead. polite and friendly and I have 2 hard to handle dogs, They were awesome. I was kept informed every step of the way. They didnt waste time and always cleaned up. Extremely professional. They did a beautiful job and Im sure I will enjoy it for years to come. Thankyou soo much gentlemen!!!!!!!!! Again a very big asset to your company William performed my duct blast. I didnt have the opportunity to really interact with him as it was a short job. Called ahead and perfectly on time. spent time explaining the whole process. Again everything was cleaned up and taken care of. Very professional service. Another asset to your company All the was down to your customer service people Jessica and Paige. Very professional and friendly. This was a great experience for me THANK YOU ALL Mary Frost read more