Michael & Son Services Norfolk

The price was fair as it was the best quote of the three that I got. They did a very good job and I'm very pleased with them. They did a very professional service and I would not hesitate to use them again. They quoted $500.00 less than the other quotes for a 2 1/2 ton AC unit.

They (Cody Larch the electrician and Patrick the Plumber) are some of the most highly professional people I have ever seen. What a fantastic job! Also very clean, neat and polite!

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 .

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!

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.

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.

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

The 2 young men who came were very professional, knew exactly what to do and worked very hard. They worked very well together. We were very impressed with them.

We had really good service from them. They just were here when they said they would be here. They were polite and courteous.

Grant showed up on time with all necessary equipment. He was clean cut and professional, and brought a supervisor with him who was himself a master plumber (Don). The job was to remove the old water heater from our laundry room (the second dumbest design in history, right behind placing them in the attic!), run new gas and water lines, and install a Rinnai tankless in my garage. Several things impressed me in the course of the install: 1) Don was EXTREMELY meticulous with quality assurance for the work and install, to the point that he fixed a previous plumber's shoddy repair work saying that he simply could not let that go. He also took the time to explain why it was shoddy, and why it would have eventually leaked. 2) The install was quick and efficient, but neatly and professionally done. Gas line is solid, and water lines were run neatly and thoroughly insulated. 3) During the install, Grant crawled under my house to check overall health of water lines, and to repair a cracked frost bib on an outside spigot at no charge. He also took a minute to address another minor plumbing issue that I had questions about. The overall efficiency and professionalism of Michael and Son has truly impressed me. I paid a little higher for the work than I might have with another outfit, but quite honestly I believe the service was more than worth it! We love our new tankless water heater, and the extra space in the laundry room. Very satisfied, and new lifelong customer!

They did a very good job. I've been using them for two years.

Very nice estimator arrived (Troy) and explained all the details of the replacement and provided many different options. When the workers came out just a few days later, the service was done very quickly and professionally. NO ISSUES at all. Obviously with A/C the real worth of the company is in a few weeks or months if the system fails. I hope it won't but so far, great company.

It worked out good and they did a great job.

They were very good they did a great job.

They identified an important safety issue and scheduled to repair it ASAP. The technician was knowledgeable and courteous.

Tom Keen sets a prime example of a good plumber. He knows his work and other's as well and is a Master. Tom Keen does the following DO's: DO speak highly of Michael and Son's as it gives the customer more confidence in the company. DO a professional job showing knowledge of Current Codes, requirements and specifications thus bringing them up to date. DO show a knowledge of electrical, plumbing, carpentry and other aspects of your job, not just your own. DO show a knowledge and respect for other worker's and what their tasks are. DO show a customer a good bargain for the work that you are performing. DO show the customer ways they can prevent further accidents and problems from occurring. DO show the customer cultural respect, knowledge of them as people and courtesy to other points of view. DO show a customer how a Home Warranty would benefit them and save them money. DO show customer that you listen to their questions and provide answers that make sense and can be comprehended even by those that do not work in the trade. Tom Keen did all of this and more. He was an excellent plumber and deserves the utmost respect for his achievements as a Master plumber, electrician, and other many certifications in the trade. Tom Keen's experience, knowledge, and self discipline along with an outstanding work ethic make having Tom Keen as a guest in your home, a pleasure any time.

They were punctual, professional, polite, and priced right. They completed the job in one long working day, in time to make us comfortable for the coming warm Virginia summer and the future winter.

I had a little bit of issue with one leaking and I called him. He came and fixed the issue. I guess they are little bit pricey. He took the time and did the job very well. Everything he doing, he explained me what he was doing. When he was cleaning the unit, he took pictures and told me why it needed to be cleaned. He was pretty thorough.

The crew of 2 showed up on time for the estimate-which I fully intended to pay their $30 fee and continue interviewing other companies. They performed their preliminary inspection under the house and provided a written estimate. Given their professional nature, their preparation to keep my house clean and in the same condition as when they arrived and the fact they were $200 cheaper than the first 2 companies I interviewed-AND they were ready to do the work then and there-and its Friday night after 5PM-I decided to have them do the conversion. They completed their work in the timeframe of their estimate and I haven't had any issues associated with their work

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!!!! The unit is working perfectly and I am satisfied with the workmanship, the warranty and the price!

During the the coldest day of the year, our heat pump/electric went out. I called and got a message to fill out a form on their web site which I did. Never heard back at all!

I enjoyed their services. The customer service was excellent and professional. They responded in a timely fashion.