Submitted by TakeCareBeWell t3_10mrkrs in baltimore
Our home heating suddenly went kaput last Friday evening. Upon checking, I found the problem—the pilot light won’t stay on, and therefore, the gas wouldn’t ignite to start heating. A Google search for heating repair in our area brought me to Michael and Son at the top of the listing with nearly 5 stars from 4,000-odd reviews. When I called them, they said the earliest they could arrange for a technician visit would be the following Tuesday and that it’d incur a fee of $89.
My household braved the cold spell of the weekend, Monday, and Tuesday morning in anticipation of Tuesday afternoon’s visit. Two guys duly arrived in two separate vans. They checked the pilot light in the same way that I did and told me that a component inside had broken off, probably due to rust or wear and tear—not surprising since the gas heating unit was manufactured in 1976. They said they’d order the part (at my cost) right after they left our house and replace it within a day or two.
Friday has come around again. We are still reeling from the cold with no heat. There has been no proactive communication from them, and when I called to check, their customer service person said “a request for the part has been placed for approval.” They wouldn’t explain what that meant, when the part would arrive, and when they’d come in to replace it.
I don’t even know how long I’m supposed to wait before giving up on them and trying to find another company to do this. Has this been anyone else’s experience with Michael and Son? (I can’t even read or write their name without having the jingle play in my brain!) 🤪
EDITED 1/28/2023 to update: I called them today and cancelled any remaining work connection with them. I use the word "connection" because they never told me anything concrete about the work that is yet to be done. I'm out of $89, but perhaps I shall see it as a penalty for my idiocy in not asking around more before going with a BigName from a Google search!! THANK YOU to all who responded to my frantic message.
Lilmiga t1_j6560z4 wrote
You need to get out of it today.
Unfortunately, the General Manager/ Manager for the Baltimore office, HVAC/Electrical Dept. has ZERO experience in either one of these trades. He unsuccessfully ran a restaurant before joining Michael and Son’s about a year ago. Shortly after arrival, he began firing long time knowledgable technicians and managers who questioned his authority or whom he didn’t like. They are hurting for quality technicians due to this and other reasons. Their corporate office and the people who answer the phone are in Richmond, VA and have no real way to help you. They are just told to make as many sales as possible.
You unit is 47 years old. Finding a part for it may be difficult. Most technicians won’t even touch a unit that old. You may need to think about replacing the unit even though it’s an unexpected expense. For any home repair problems you may have, don’t use Michael & Sons or heavily advertised big companies. Try a smaller locally owner/operated company. They can give you a better deal because of less overhead. And they care more about quality service and customer satisfaction. Oh. And make sure they are licensed.
Edit: there/their