Michael & Son Services Norfolk

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Initial contact  was very nice and profession and pleasant. I was advise that I would be charged $29.00 service call to identify the problem. Tech came out and my husband called me and told me that the price would be $200.00 for a diagnostic to determine the problem. I explained to him what was told to me. He stated it would be $200.00 for diagnostic and if they found a problem I would have to pay for that as well. I explained that I was not comfortable with  that. I understood if it was $200.00 diag. if they found a problem, that money would be waved depending on problem or it would be fix based on the $200.00;no additional $ would have to be paid. He tells me that  he has  to charge me the 2 prices because they have had ppl get the  diagnostic but don't get them to fix the problem.  I explained to him that I was not concern with what others do, I need my problem fixed that is why I called. he was not concern, he didn't offer to call the office to see what could be done or anything. So I paid him the $29.00 and he left. I didn't feel right about how this was handled and  I contact Michael & Sons myself and explained my concerns, after being transferred several times, I was able to speak to a manager who advise me that I just needed to pay the $180.00 for the service and if they found something with in reason it would be included; I was fine with that.  in the mist of all of this I forgot that I was told that if I had any service done the $29.00 would be included and I would only pay one fee. I think that they should teach their Techs to how to have better customer service, instead the customer having to call office.  The Tech end  up coming back, which also delayed  my husband in going back to sleep because he works at night. In the End it was a DOM problem, so all this craziness could have been avoided.

The initial call I give A+

The manager resolving my problem I give B+ because I over paid based on my first conversation but he was not aware of that.

 The Tech I give a D bad customer service.

After they gave me the quote, I let them know I had a coupon through ValPak and it said "free water heater installation with the purchase of a new water heater".  So I asked them the price of the water heater since the installation is free.  He called his manager and the manager said it was a misprint and that it is actually $100 off and not free.  So I asked to speak to the manager, they said the manager was in the meeting.  I called back later on my own and they left on hold for 8 minutes and never came to the phone.  Very disappointed with this company's response to their false advertising.  I took the day off because the lady in the office said to just show them the coupon.  So not only did I not get my water heater replaced I lost money not going to work.

Leon was very professional. Not only did he arrive on time but called to see if he could come early. Leon worked very clean and neat. He even had on shoe covers. He explained to me everything he was doing. Leon answer all of my questions. I had called several companies before deciding on them. There price was good for the work he did. I would call Lron back .

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The technician (Jeremy) was great and very professional.  He was very knowledgeable and explained everything as he was going. He figured out the problem and fixed it with no issues.  The company charges are extremely high and could be adjusted a little.  However the company ensures the technicians are qualified for the work they are conducting and that was very evident with Jeremy.  The service was also provide on a Sunday which was great! 

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They had to come back about a week later in September.  I had to call them back to fix something that didn't get fixed properly.  They spent more time telling me what needed done that what actually got done.  When I called back and they sent somebody, he came back, he said to me, he made a statement similar to this, I can do so and so but if I do it I can't promise you that you won't have another problem.  He meant a problem that I didn't have with it.  The gentlemen that came out the second time, when he did what he did, which I'm not complaining about, because they came back and did it and did not charge me so I have no complaint about that because that could happen to anybody.

The service is great, but they constantly try to upsell and build the invoices as much as they can.

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Needed a plumber to come out on Saturday after Christmas to repair kitchen faucet leak (my plumber was on vacation). Chose Michael & Son based on Angie's List recommendations. Plumber showed up in time frame given by scheduler but was expecting to fix a clog not a leak. Explained that this faucet had leaked before and that my plumber had removed handle, tightened a part and resolved leak 6 months prior. Also when I attempted to turn off hot water supply at valve under sink, valve connection would leak when completely closed. After about 30 minutes of repetitive discussion the plumber would not examine faucet handle unless I agreed to a "rebuild charge" of $250. On top of that he kept repeating that he would be reponsible if anything "went wrong" and thought I would be better off waiting over a week for my plumber because the faucet should still be under warranty. He recommended replacing a 1 year old hot water supply valve so that I could turn off hot water to faucet until my plumber could check it out. The cost for this was $240. When I inquired about the time to replace the valve I was told about 20". $240 for 20 minutes work seemed like an awful lot even on a Saturday but I had no alternative as I could not stop the leaking unless I shut off the water main to house. An hour after work was completed I attempted to turn off supply valve but valve would not tighten completely to shut off hot water. Plumber had to return to adjust the packing nut but my husband and I were still unable to completely tighten the valve in order to shut off hot water when we were getting ready to leave for vacation 2 days later. Eventually we shut off the water main to house. When my plumber returned from vacation he was able to resolve the faucet leak by tightening the interior cartridge at the handle but recommended I contact the faucet manufacturer to address the problem going forward. Additionally, he stated that there was no reason to replace the new hot water supply valve in the first place, a correct adjustment of the packing nut should have solved the leak at the valve and allowed me to completely shut the valve off when desired. So all day and $240 spent to repair a problem with a replacement part that only required a packing nut adjustment. I decided to contact Michael & Son about the above and spoke with a customer relations representative who seemed genuinely upset with my dissatisfaction and offered me a credit of $150 toward a future service. Unfortunately, it would be hard for me to trust that the next technician they sent out would be able to accurately diagnose the problem and charge a reasonable amount. For this reason I would not use this company again.

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I still continue to have little electrical shortages, because I am in an older home.

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