Michael & Son Services Charlottesville

A recurring theme among the reviews is the disparity in customer experiences. On one side, many customers appreciated the professional demeanor, expertise, and friendliness of the technicians, noting their ability to perform repairs efficiently and provide thorough explanations. Technicians like Steve Moss, Isaac, and Charlie received praise for not only addressing technical issues but also for be... Read more

A recurring theme among the reviews is the disparity in customer experiences. On one side, many customers appreciated the professional demeanor, expertise, and friendliness of the technicians, noting their ability to perform repairs efficiently and provide thorough explanations. Technicians like Steve Moss, Isaac, and Charlie received praise for not only addressing technical issues but also for being personable and informative. The effect of strong technical performance contributed positively to some customers' decision to maintain ongoing relationships through maintenance contracts. Conversely, multiple reviewers voiced strong dissatisfaction regarding pricing practices. Several allegations of overcharging surfaced, with some customers reporting prices significantly higher than market rates compared to competitors. Specific incidents included charging upwards of $1,700 for simple repairs, with customers being surprised by high estimates the moment technicians arrived on site. This pricing inconsistency led many to feel that Michael & Son Services operated more like a profit-driven entity rather than a customer-focused business. Moreover, communication failures significantly undermined the customer experience. Numerous folks relayed stories about missed appointments, no-shows, and prolonged response times. Such issues often compounded customers' frustrations, particularly when urgent repairs were involved, such as HVAC failures during extreme weather. A notable number of reviews cited dissatisfaction with the company's scheduling practices and the seeming lack of accountability when service arrangements weren't honored. On the personnel side, while technicians generally received accolades for their expertise, many reviews criticized management's customer service approach, suggesting an apparent disconnect between the front-line workers and the corporate structure. Some customers expressed that their grievances were dismissed, and it seemed there was a lack of empathy towards issues raised, leading to an overall feeling of frustration and distrust. In summary, while many customers could recommend Michael & Son Services based on individual technician experiences within the skilled workforce, widespread concerns regarding service transparency, communication, and pricing policies indicate that potential customers should exercise caution. This juxtaposition reflects both a commendable skill set among employees and significant operational challenges that the company faces. Read less