Unfortunately, the Michael & Son team has provided sub-standard service across a number of areas. Several but not all of these include: 1.
waiting over 8 days for service, this was extended to 10 without warning or explanation when the initial appointment was cancelled by Michael & son without explantion. This at a time when the weather was well be low freezing and I had no heat in the house. 2. stating on there initial service invoice that the service call was an emergency and so outside the bounds of VA consuer protection laws when it was treated by Michael & Son as anything but an emergency - not fast, not outside normal hours, cancelled by them, etc.
3. required several more days with no communication to schedule the actual fix despite an immediate email reply selecting the service options suggested - perhaps this was because I did not select the most expensive, perhaps not interested, perhaps simply poor service. 4. the subsequent repair service was again cancelled by Michael & Son not once but twice again with no explanation but subsequently determined to be due to failure to place initial parts order as needed.
5. failure by service manager in ruckersville to provide anything like a courteous explanation - the man was civil, but arrogant, uncommunicative, bureaucratic, and failed to follow through on his statement that the service would be addressed. Never provided any follow-on explantion for the previous failure, never even apologized - all of this without heat in the run up to the holidays. 6.
costs were excessive for the work quoted and performed and lacked all bu the most cursory breakdown. no explanation of how the initial problem developed and what could be done to prevent it from repeating. 7. essentially blamed me the customer for having a 2004 Buderus boiler that was only 87% efficient instead of a new 98% efficient boiler - this was stated as one of the reasons for the serice failures delineated above.
8. made us feel captive through their repeated service failures - we are overseas on U.S. Government assignment - and had no recourse without substantial further delays from any other service provider. It appears that our technician performed skilled work once it finally occurred and given my personal absence I cannot say that he bears personal responsibility for Michael & Son's corporate failures.
We feel let down and fully dis-satisfied by the repeated failures of Michael & Son - the company did not exceed expectations, they did not even meet expectations, instead they failed them repeatedly. Truly disappointing in every way.
Product or Service Mentioned: Michael And Son Services Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $250.
Preferred solution: Price reduction.
I didn't like: Poor service, Uncaring and dismissive attitude, Poor customer service, Repeated failure to act as promised.