Web Analytics
Home > District of Columbia > Washington > Plumbing Service
CroppMetcalfe

CroppMetcalfe

Plumbing Service
8421 Hilltop Rd, Fairfax, VA 22031
Call Us Now

Description

CroppMetcalfe provides the ultimate in total comfort systems for homes and businesses. Their services include heating, air conditioning, plumbing, electrical, and pest control for residential and commercial properties.

HISTORY

Established in 1979.
CroppMetcalfe was founded and established in 1979 by Mitchell Cropp, and has remained a family owned business by Mitchell and his sons ever since. CroppMetcalfe's mission has always been to provide the ultimate in total comfort systems for your homes and businesses. Superior quality and service has fueled continuous growth, making CroppMetcalfe one of the largest and most respected heating, air conditioning, plumbing, indoor air quality, pest control, security systems, and home theater contractors in the Washington Metropolitan area.

Reviews

Cindy K.
Cindy K.
07/06/2023 12:00:00 SA
Ben Carter is the tech that handled the  scheduled maintenance on our water filtration system. He arrived on time, completed the job in no time, answered our questions and provided explanations as needed. As always the techs from CroppMetcalfe are friendly, reliable, and know what their doing. We highly recommend this company!
Barbara A.
Barbara A.
3/25/2023
We scheduled a duct cleaning with CroppMetcalfe because we have lived in our home sine 1987 and it was recommended that we have this done.  The technician came out as scheduled and did his own through inspection.    He said (and showed us photos) that our furnace was CLEAN!    He said you do NOT need the duct cleaning.      

He did state that there was some construction material in the bottom of the floor vents and he vacuumed them.   There was NO CHARGE!

I have NEVER had a company rep so honest.  

PS  I have been using CroppMetcalfe Pest control services for many years and remain a faithful, loyal customer.
Sean T.
Sean T.
4/19/2023
Don't waste your time to call them for service. It will cost you your savings for a small issue. Unethical practices. I had my AC fail and called HomeServe, which I have AC warranty contract with, and they use CroppMetcalfe as their service provider. The technician came at the promise time window and was here for 20 minutes and provided an estimate for $5,200 to replace the coil for 2015 AC unit. Since the coil repair is costly, he also suggested to replace the entire unit and will send someone for an estimates.

I was surprised by the quick diagnostic and the cost to repair. So I called a different company in Ashburn, VA to receive another opinion. The new company technician was in my house the same day I made the call and spent f over and hour and a half conducting different tests to isolate the issue going up to the attic few times where the unit is located. Finally he indicated and based on the test, it was just low in refrigerant. I paid in total $595 for the service call and 3 pounds of refrigerant, and that's it.

It was either an incompetent technician or unethical business practices. I will have to assume it's the latter based on the low ratings reviews.
See receipts attached for the estimate from CroppMetcalfe,  and the final repair receipt from the other AC repair company.

PS- also canceled my contract with HomeServ.
Thomas C.
Thomas C.
4/18/2023
Worst company ever dealt  with ever. Prices were way over the top. Service never showed up on time reschedule six times. Once they came out they want to replace the entire HVAC unit even though it's six months old. They call the company scams Thursdays with them.
Jack L.
Jack L.
08/02/2022 12:00:00 SA
Avoid at all cost.  Don't even get HomeServe home warranty cuz that's what they use.  They came and fixed the leak by replacing the toilet ring/rubber.  During the process, they caused a leak between the toilet tank and toilet bowl and refused to take responsibility saying they didn't touch the toilet tank.  They actually did.  I watched them when they used a water suction vaccuum to get dry out the tank.  Also they had to unscrew the bolts connecting the tank and the toilet seat.  When putting those bolts back they didn't do it right and the leak is where the bolts connecting them.  Yet they said they didn't touch it.  Wow.  We are currently looking at actions (perhaps a small court claim) that we can take against them.  

Just found I can file a complaint on Department of Professional and Occupational Regulation which is where all the licenses are granted. Perhaps contact City rep too.   Im going to wait and see if this gets resolved first.
Cleve A.
Cleve A.
12/16/2022
Shout out to Jim Boger; he was the technician that came to work on my non-operable thermostat.

Jim took the time to diagnose the issue accurately, then took the appropriate corrective action.

Well done, Jim
Krista C.
Krista C.
12/14/2022
The company truck is not a phone booth. There is no need to be scrolling social media while you're driving down the interstate. I wouldn't have even looked if the driver wasn't swerving. It's dangerous. Do better.
David G.
David G.
8/31/2022
Had a 4 hour window for appointment.  They never showed or called.  When I called to cancel not even a sorry.

Great customer service NOT,
Bill C.
Bill C.
05/06/2021 12:00:00 SA
Buy a hot water heater, get a ruined lawn

I tried to submit this on your website but an error occurred right after I entered my name.

Three weeks ago I had a water heater installed.  The technicians did a good job installing BUT, for some reason, they took the old water heater thru my front garden and onto the lawn.  They must have stopped midway because the next morning I discovered three areas covered with sediment/sludge on the grass.  I cleaned it up but two weeks ago I noticed the lawn was browning and the grass was dying.

I contacted my plumbing contact and sent him a picture of the lawn (attached).  He sent that to a higher up who called me.  I didn't catch his name or he didn't provide.  Anyway, basically he just about accused me of lying, saying he had never heard of that in all his years and said that fertilizer caused the damage.

He did send two men who raked out the dead grass and put down soil and seed.

Fast forward to today and the dead grass area has gotten larger, exceeding the area they treated.

I am not at all happy with his solution.  I am a long time customer who is not trying to scam your company.  I have an outside service take care of my lawn and up to three weeks ago it was green and lush.

I will cancel my HVAC contract as your customer service in this case was lacking.

Eric T - I was not able to message you; my email address is [email protected].
Dale G.
Dale G.
3/13/2023
I have a maintenance agreement with Cropp-Metcalfe, and, as usual, they sent by a technicIan (Mayckol Rodriguez) who was professional, courteous and very thorough.  I have a lot of confidence that they will keep my various systems in good condition, and help me by preventing sudden equipment failures.
Collin S.
Collin S.
8/22/2022
I cancelled my contract with CM today.

I have been a customer for a little over a year and I recently had a major issue arise with my HVAC system in which it flooded my basement costing me thousands of dollars. I called CroppMetcalfe and had a technician come out to determine the cause of the leak, and I was told that the leak was caused by a p-trap that was installed incorrectly on the condensation drain of the system. I agreed to have the tech install a new trap which corrected the issue of how the old trap was installed.

The reason I cancelled my contract is because of the way I was treated by an account representative today when I tried to explain the issue of the p-trap. As discussed with the tech yesterday, the p-trap is a part of the bi-annual inspection. It was never brought to my attention that the p-trap was installed incorrectly at any point during my previous inspections until the trap caused a flood in my basement. I was told by the account representative that even though the trap is inspected during each bi-annual inspection, that CroppMetcalfe will accept no responsibility for failure to notify me that the trap was installed incorrectly. I expressed my concern to the account rep that I pay CroppMetcalfe for its expertise in the HVAC field, and believed I could trust CM to notify me when my HVAC system needed work, but the rep insisted that CM will not accept any responsibility or stand behind their work and promptly hung up on me.

Because of these reasons I have chosen to terminate my service agreement. I hope that the attitude expressed by the account rep today is not indicative of the culture of CM, and that one day CM will once again stand behind their work.
Dc D.
Dc D.
08/09/2022 12:00:00 SA
In summary, CroppMetcalfe usually does not do the job correctly the first time and we need to follow up, call them back to fix the problems.  The technician does not seem to be particularly knowledgeable, they do not explain well what the problem is and not tend to provide permanent solutions; there is always something left undone and you have to call them back to nudge them to do the job correctly.  To make matters worse, the call center is not there to help the customer, they just process the request according to procedures or notes and not trying to find solutions.

If there is a 0 star rating that would be for CroppMetcalfe.  Do not recommend.

Examples:
* Last year, our heating system failed and we called CroppMetcalfe to come out and inspect.  We were told to replace the whole system.  3 months later, no heat again.  They came out and replaced the system again, which was fixed.

* We are experiencing water leakage.  The technician came out last week, did not find where the leaks came from until my husband took a look and pointed out.  The technician was supposed to fix the leak but didn't.  We called back to try and get them to come out again and the operator said we had to replace with a new faucet in order for the leak to stop.  That doesn't make sense to me.  I asked if there is a way to stop the leaks without a new faucet, we will not be using that part of the house but need water elsewhere (currently we have to turn off the main water just to stop water leaking so we can't even use any toilets in the house).  The operator said, You will have to ask the technician.  I'm just the call center reading the notes.  I had to say to the operator that isn't CroppMetcalfe the company here that is in the plumbing business?  If you don't know the answer, aren't you supposed to be in the business to find someone in your company that does?  The operator said she will call and find out and call me back.  We'll see how this goes.

We also have annual contracts with them for HVAC, Pest and Termite controls for quite some years.  I don't presume we are VIP customer but I surely can take our business elsewhere.
Brian H.
Brian H.
04/02/2022 12:00:00 SA
Don't use CroppMetcalfe. I've been a frustrated service contract holder for a while, but I'm now fed up and am replacing them. Breaking point was having to call in 7 times and have 3 techs visit before they could refer me to the right department (we'll see if the fourth one is a charm). 3 separate requests to escalate to a manager; no call back over the course of almost a week. Guess they're too busy to give good service, or don't care--either way, not good for customers. Based on the other reviews, something tells me that a complaint on Yelp will get a timely response though--seems like that's a department that's well staffed! They only care if customers are publicly dissatisfied, which really shouldn't be the case. So if you have time, energy, and money to waste, go with CM! Otherwise, other choices are probably better

Pros:
-one of the service reps (Josh) is really nice and helpful, very proactive.
-most of the many techs Ive had come out have been friendly, professional, and some have been above-and-beyond helpful. But man, it's hit or miss bc others just couldn't be bothered or don't pay attention.

Cons:
-failure to provide promised maintenance (I keep having 'surprise' issues that clearly would have been caught if any attention to detail were paid during the checks)
-repeated communication failures - the reason so many techs had to come out was 'dispatch' and service reps did not adequately capture what I communicated over the phone.
-snarky service: per above, not from everyone, but some reps are borderline rude and have zero interest in understanding the problem so they can take the right action. And the number of times I've heard that's not covered by your service contract really gets old.
-no-shows from techs/show up past the very broad service windows/scheduling SNAFUs
-high prices! Very expensive.
Melecio R.
Melecio R.
2/19/2022
You can't trust this company. After 8 years of having paid annual plans for vac maintenance, a manager admitted this week that the unit is not properly accessible for maintenance. So what was I paying for all these years? He said they had taken on the liability of checking my unit and had gone above and beyond. I think they cut corners and were dishonest for not truly doing true, proper maintenance for 8 years. There's many options out there, use those instead instead of Crapp.
C N.
C N.
7/20/2022
Allow me to preface by saying this could be an isolated incident considering I've used them before with no issues. I called due to a leaky spigot in the front of my house. He said $500 to replace it. He didn't even turn it on yet. Once I asked him too, he said $500, it's a standard fee to replace it. After a little back and forth I politely denied the service and gladly paid the fee for him to come out. Needless to say I called a plumber from Offer Up and he told me to tighten up the bolt or nut behind the handle. DONE! Don't appreciate big business trying to replace an item that literally requires a wrench and 120 seconds to fix. That's trash.
Richard R.
Richard R.
06/06/2020 12:00:00 SA
AVOID. Horrible experience. I was told to turn off my system - but not that doing so will cause coils to thaw and leak water. A few hours later and my basement carpet is soaked.

Then technician shows up at 10:00 pm for a 6-10pm service window. I pay promptly after the service was complete, but never got an invoice or receipt via email or otherwise.

I called to ask for a mere discount for future service to make up for the out-of-pocket cost for replacing my carpet pad. Nothing.

Disappointing. Will not use again.
Tyler R.
Tyler R.
11/16/2021
I have used Cropp Metcalfe on several occasions for plumbing and HVAC repairs. I also have a plumbing and HVAC service contract with them (pays for itself in a service call). With one exception, they have been able to come the same day and diagnose/fix my issue quickly and are upfront about pricing. My only issue is the phone hold times to speak to someone. Earlier in November, I was on hold for two hours before I could speak to someone and then found out I could not get a maintenance check scheduled for two months. One suggestion I have for them is a line specifically for service plan holders and priority scheduling for them as well. This might currently exist in theory but if I am paying for a service plan, I do expect to be able to get a service scheduled in less than two months.
Christine N.
Christine N.
08/05/2022 12:00:00 SA
Anything but 5 star service.  Don't return messages, don't provide status, don't follow up.
This week has been insane.  Yes, it's been over the top hot but the issues we are having stem from lack of communication and miscommunication with CM.  
AC went out Saturday.  CM doesn't work weekends so came out Monday.  Nice, knowledgeable tech.  At this point we are feeling very confident in our choice of servicers.
Part was supposed to be ordered Monday.  Assume it was ordered Tuesday.  After several status request messages left with CM parts department, and no callbacks, finally got Mike in parts. Put on hold a long time but told part would arrive locally Friday and it would be no problem to then get it installed Friday.  Called Friday morning again - parts guy would check on status and call me back.  No call back.  Called again hours later and told yup part will be at vendor by 3, and they will send someone to pick it up and yes, it would be installed today.  Called again a couple of hours later - dispatch picks up and says Um No, parts guy Notes say there is a delay with shipping, not arriving today and no updates to delivery status.  Tells me parts guy never picks up his phone so she'll email him and ask him to call me.  No call back.  In the meantime, I spend much time tracking down the ordered part with the manufacturer (no purchase order number or part number to go off of).  Manufacturer finally locates order and the status is that it's not even scheduled to leave their warehouse for 13 more days!!  Are we kidding? Call CM back, talk to Mike who claims he has no idea who the vendor is or who the source is supplying the ordered part; he'll check.  Put me on hold.  That was 29 minutes ago.  I'm banking that I was put on hold and he left for the weekend.  Totally disgusted with how this has been handled.  The it's hot everywhere answer DOES NOT APPLY.  No call backs, no status updates - this is a communication and customer service issue.   CM gave absolutely no indication that this was a multi week ordeal so that we could plan for the hottest weeks of the year without AC.  They did however sell us a maintenance package or two along with ordering the part.  They were HAPPY to do that of course.  Seemingly could not care less about restoring our service.  Definitely feel like we are just another number.  Seriously disappointed.  Our previous experience with this company was better. Unsure what the source of the change is but it's gone downhill.
s o.
s o.
11/07/2021 12:00:00 SA
Have a service plan. Heat wasn't working and CM said they'd come between 6-10 pm. Never came and never called. Told us they'd come today between 12-5 pm and again never came or called so another night of freezing temperatures and no heat. We bought new HVAC and service plan from CM. Absolutely terrible unacceptable service. I think CM has gotten too big and can't service the customers they have.

Update
Called Eric T at CM to give him info he asked for. Left a very specific voicemail on his phone with my contact info and never heard back so I'm not sure the response he leaves everyone he really cares about hearing from.
Kee L.
Kee L.
6/23/2022
Stay away! Stay away! Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!  Charged me 1000$ and issue wasn't fixed what a ripoff, so many other places to go to.  To be fair this was for the property located in washington DC not sure how the regional offices work.  You send me your number Eric and i will call you.
Mike S.
Mike S.
11/11/2021 12:00:00 SA
CroppMetcalfe called and resolved the problem to my satisfaction.  I have increased their rating to 4 stars as a result.
Patti S.
Patti S.
3/27/2022
I want to recognize Arthur for his exceptional customer service in handling and treating a problem I was experiencing at my home with rodents. His expertise, professional demeanor and thorough inspection of my property, in addition to his sealing up a point of entry took care of the problem. He is accurate, very knowledgeable about pests of all kinds, and has the highest standard of excellence in his work. He deserves special recognition for all he has done. I am a very pleased and most grateful customer.
Charles R.
Charles R.
05/11/2022 12:00:00 SA
I had Cropp Metcalfe come by to put in a replacement garbage disposal that I had purchased. I asked about price before when calling for an appointment. None was provided. I had replaced this earlier garbage disposal myself, but because of its weight and my age, I didn't figure I could do it again. It is an easy and relatively quick job... took me about 30 minutes to put this one in.  When the Five Star Plumber arrived, he looked at the disposal and gave me a price of $500+ for this job that should have taken no more than 30 minutes. That equates to $1000 an hour. I quickly let him go - paying his charge of $86.95 for the visit. Even if the job took an hour - once again a inexperienced first-time installer - me - did it in 30 minutes - $500 an hour is a mighty pricy cost. The plumber informed me that everything has gone up - but there was nothing for him to buy - we are only talking his time.

I hired a licensed plumber to do the job - he finished in 20 minutes. I have come to believe that the Cropp Metcalfe man didn't want to spend his time doing the job so gave an outrageous estimate to then earn the diagnostic charge of $87. I hope I am wrong about this, but be warned.
Debi M.
Debi M.
6/28/2021
Changed my service contract over to Cropp Metcalf  received  a call from their office saying the technician could come early if I were available. I said fine I rushed home and waited for him to arrive. He arrived 10 minutes later and said in his truck on his cell phone for 30 minutes before coming in. I asked him about the emergency shut off valve that is available if your AC hose starts to overflow. He had no idea what I was talking about. I think I must've gotten a trainee. I am so sorry I change companies. I will be going back to air temp next year.

If you notice Eric respond to every negative review with the same copy and paste and reply. This company is a joke. Don't waste your money.
Jose P.
Jose P.
01/04/2019 12:00:00 SA
I have been using CroppMetcalfe for several years. I have a plan with them and they come out twice a year to do a checkup on the AC and boiler. They have been on time and go through the check up with no issues. So frankly that has been pretty much a 5 star service.

However, on the 19th of December just a week after the boiler maintenance had been done, the boiler stopped working.  I called them and they came out on the 20th. After much investigation they determined that the damper motor was dying and not sending the proper signals which prevented the boiler from working. Right after that I called the office and asked that they order the part since I had no heat. On the 21st I called to check on status and they did not have record of the part or of my conversation. I was more than upset with now day 3 of no heat.

They promised to order the part and call me back once they had the part to schedule the installation. I called on the 22ND to find out status since I had not been called back (lack of customer service right here). They said they had the part but could not schedule anyone until Monday. It seems the 24/7 service is only to answer the call and they really only have technicians Monday-Saturday 9-5. BIG Surprise here (this is not clear in their marketing material).  Now 4 days without heat.

Monday arrives and they came at 9:30am. Within 1 minute it became clear the technician showed up with the wrong part. I am now sitting here after screaming on the phone for 30 minutes waiting for the correct part to arrive and be installed. It is the 24th of December and I have lost most of my Christmas spirit.

What was a 5star service has become zero. I am hopeful they will get this fixed today, but their current track record has me concerned that I will spend Christmas Eve frozen in my house.

Additionally, the price they are charging is significant - I checked on amazon and I could have ordered the part for under $100.  Now I don't know how much labor is involved but I will be paying $700+ to get this fixed with a lousy service.  

Bottom line - I need to find a new company to service my systems.

The two star review represents the average of the 5star maintenance and the 0star service when something is actually broken.

Update: they finally got the right part and installed it. Wait for it.... problem not fixed. It seems another part is also bad that was not diagnosed.

They hot wired the system to get me heat until they could order the other part and install. Obviously I was not happy that it was not permanently fixed (why did not identify the other part initially), but at least i had heat for Christmas.  After Christmas they got the additional part and installed it.  Everything is now working fine. But again my impression of this company dropped from 5stars to where we are now.
Geraldine S.
Geraldine S.
11/03/2021 12:00:00 SA
We signed for a Bronze maintenance service and when we called to schedule an appointment, nothing was available before a minimum of 6/8 weeks later! Each time I try to contact them, it is hours on the phone before being able to talk to a customer representative willing to address the issue. Just a frustrating experience.

Update: After many hours and people - I was finally able to talk to a very helpful and supportive person - and as far as I am concerned, the matter is resolved. My advice: If you need to schedule a maintenance - do so months in advance! I appreciate the business manager writing a message through yelp. Wishing them the best. From 1 to 3 stars...
Bonnie M.
Bonnie M.
8/25/2021
I requested maintenance service from Cropp Metcalfe on heat pump after having B&B told me I needed a new unit for $11,000. I live in a townhouse in Bethesda. I knew I needed another opinion and contacted Cropp Metcalfe. Nelson was the technician.  He was responsive and thorough and found the problem which was a contact on the outside unit. Instead of $11,000, it was around $300.  I am grateful to Nelson and CroppMetcalfe.
Lillith B.
Lillith B.
09/04/2022 12:00:00 SA
Called for an estimate to upgrade HVAC that is 25 years young.   First person I spoke with said if I am not a current customer, they are too busy to come do that and to call another company.   I reported this online to CM and within minutes got a call inquiring about the service person I spoke to.   That person impressed me b/c she validated and followed up to sales to have them get in touch immediately.   My unit is still operational, so while not in a hurry, I am eager to get it done.   TOM set up an appointment for the next day.   Within an hour of the appointment he cxl and asked me to send pictures of my 2 ton system so he could configure an estimate.  I text these and have never heard back.  I even text again asking were the images okay.  If this is how difficult it is just to get them to come out, I have to believe the folks who have had issue after issue with the quality of their work and lack of communication.   To just flake on an $8k job is not acceptable.
Steven S.
Steven S.
05/12/2020 12:00:00 SA
CroppMetcalfe = Bait and Switch Scam.

It all began with an advertisement for a free inspection. They came out and did the inspection and at the end of the inspection they said that will be $105. I said, I thought it was a free inspection. They said if you have to do any repairs it is a minimum charge of $105. I said I would of told you to stop and not do any work if that was the case. I said, I wasn't paying and I get a bill in the mail a few weeks later. I call the service center and explained that I didn't authorize any work and in fact told them to stop when they said it's a $105 charge. To no avail they said they weren't waiving it.

Instead of paying the $105, they said they would waive the $105 if I signed up for a service agreement. I signed up for the bronze which was $150. HVAC tech came out today and did the most basic 5 minutes in, 5 minutes out inspection. I called the service center and said I wanted out of my service contract. I explained above and the call center brought on an unidentified gentleman who said the first call should of been free and I said that's what I said but I had no choice but to sign up for the service agreement so now I want to cancel. He did reimburse me half ($75) but I urge you not to use Cropp Metcalfe.
Glenn S.
Glenn S.
06/08/2021 12:00:00 SA
As a part of a furnace replacement, we paid an allowance for a Fairfax County Permit. No permit was ever pulled and no inspection following, but Cropp Metcalfe kept the fee.
Kent Daniel V.
Kent Daniel V.
2/22/2022
Technician went to my relatives condo they are renting out and I was told it was just to standby as the tenants child (Under 18) was home and they wouldn't proceed with work unless an adult was present. Showed up on the scene and i met with Moises who got out of the car and informed me there was a pending balance that was due for labor in the amount of $280, was very surprised and upset and asked what exactly he was going to do he spoke in HVAC Tech Terms which doesn't mean much to the average consumer I explained to him I was there for about six hours the day before unthawing the ice that had frozen on my unit and he didn't sympathize or anything just went straight to there's a charge for $280 for his hour or less visit and he'll let me know when he's done. When he came back to me after checking the unit that he's doing this really great discount from $1200 to $900 less and that all I have to pay now is $300 some for both labor and parts, wow sounds too good to be true okay sure do what you think is necessary and I need to leave for work before 11am. Moises finished and went to his van to write up numbers, he comes back to me with writing on his gloves and an iPad with an outdated software thats not user friendly for understanding what exactly i'm being charged for, he proceeds and tells me after signing the contract the price now is $650 and to pay, i'm now upset and have completely lost trust in this business and their tech but i need to leave for work so went ahead and paid. Today i'm writing this to inform anyone who uses them to not let them proceed with any work unless you have a solid quote in writing for both labor and parts as i had the carpet pulled from under me. Work was done okay but I'm sure could of been done at a reasonable price from what i was invoiced that day.
Carl H.
Carl H.
06/04/2020 12:00:00 SA
Horrible service (for plumbing). We've used them for pest control and HVAC. Solid on those fronts. As far as plumbing services... unreliable and untruthful.

We're having back-up issues outside (basement drain). They've come to service our home multiple times, but they're ALWAYS late arriving, and when the tech gets here, he's tired and disheveled. One tech arrived at 9pm, left at 1030pm, didn't fix the problem, and even left his tools outside the basement door.

Every time a tech has left without fixing the problem, the tech told us that someone from Cropp would contact us the next morning to reschedule. NEVER happened (3x).

Yesterday was the kicker...after yet again coming over and not fixing anything (Tuesday), the tech did not have the correct equipment (after promising that he would have the correct equipment, and pushing us from the morning until the afternoon), and said he would have someone call us the next morning to reschedule. Again....never happened. I called yesterday (Wednesday) to inquire. Gentleman tells me that the tech erroneously put 2021 as the date to follow up with us. Smh. Said he'd had a tech come by in the morning.

And for the coupe de grace, just this morning, after FINALLY getting a morning slot (8a-12p), Cropp calls me and tells me that the tech won't have the correct equipment until....wait for it...this afternoon...which will undoubtedly be later than that. And another sleepy tech will come, give more lame excuses, and another day will be wasted.

Look...I get it..it's a tough time with the current state of events (pandemic), but this level of customer service is atrocious.

There are a million plumbers in the DMV. Choose one other than Cropp Metcalfe.
Jake R.
Jake R.
6/14/2021
Great experience, would highly recommend. Service technician was prompt, respectful, and friendly. Diagnosed and solved the problem with my AC quickly.
Rong C.
Rong C.
5/22/2022
I wish I had done some research on yelp and other websites which clearly show other clients have similar miserable and frustrating experience. Had I knew it ahead of time, I would never pick this company. The company sent technician to my house to fix a AC not cooling issue.  The technician said he cannot find obvious leak or issue, and suggested us to just fill in some coolant for the time being because other inspections would take time and super costly and not necessarily at the moment. We were charged for 600$ for the service. The AC unit cannot produce any cool air again not even after 24 hours! The room was steaming hot and we had to call back asking for a second look. We were told the earliest possible time for them to come up is 4 days later. We even got hung up a time while talking to the lady on the phone. Finally she agreed to connect us with technician team with a follow up call. And after explaining everything, the guy kept talking over my husband and said we refused to take on the further inspection hence there is nothing wrong they did, and Indicating we were liars. And then he decided to push us back to wait mode and said he had no clue when his technician can come to fix the issue. After that he harassed to put us on black list and not to serve us again. Be aware about their invoice as well, whatever they put on the invoice is nothing they had told you in the visit nor the service they provided- it is all about being blur so they can escape any possible legal liability. The entire conversation were super uncomfortable and the guy was super rude. If there is -100000000 star here, I will pick that vs 1 star. Super disappointed and DO NOT recommend. Do not waste your money and get abused.
Eric H.
Eric H.
02/06/2021 12:00:00 SA
We had a sewage flood in our basement over the weekend and scrambled to find a plumber at late notice. The call center was able to quickly find an available plumber and they arrived within the hour. Jarmel was very professional and explained the pricing thoroughly. There were no surprises and he unclogged out sewer line in under two hours.
Cheryl C.
Cheryl C.
12/15/2021
We had a leaky bathroom sink that we thought might have been a problem with the indoor pipes and covered by our house maintenance insurance.  The insurance company sent a team (Walter and Darnell) from Cropp Metcalfe, who were scheduled to arrive between 8 and noon.  What a pleasant surprise when they showed up at 7:55!  The sink problem was not covered since the problem was with the faucet.  I was more than willing to pay Cropp Metcalfe to fix the problem, Walter and Darnell did!  They also fixed another problem that WAS covered by the insurance.  I've never received greater, more  courteous service than that from these 2 gentlemen.  I will add Cropp Metcalfe to my plumber contact for any future needs!
Natalie F.
Natalie F.
10/01/2020 12:00:00 SA
Signed up for an inspection/service 1-year contract. On arrival, tech announced it would be a good idea to replace the capacitor or it might go bad someday. Was charged $201 for it. Later, it turned out that the average capacitor for an AC unit costs around $5. Also, that they rarely go bad, it takes 20 years to need replacement, my unit is only 5years old.  Feel I was taken, and cancelled the contract . Lesson learned--one easy way to make a lot of money, is to claim that something may break down and then overcharge for it. I thought it was pricey, but I'd never have known had I not checked.
Christine Z.
Christine Z.
6/24/2019
The technician came out and said both my AC and Furnace units needed to be replaced.   He charged me 109.00 for the service call and mentioned that one of my ac units could be hosed off to get the debris out.  When I asked him if he was going to do that, he said could not do that as that was a second unit that was working did not have an issue.  They then you all provided us a quote for 9K to replace heating and a cooling unit without a part number on their quote. Upset I got a second opinion.   I had a technician today who looked at the unit and replaced the fan parts for $184 and labor $250.00.  He also said the state that the tech left the unit in with the fan running as he advised until the AC was fixed would over time blow the compressor.

Buyer beware of this shoddy service. I have never published a negative review before on yelp but felt compelled to let others know so you wont be ripped off.   I also think we should be refunded the $109.00 as clearly there was no service in the service call.
Tamara M.
Tamara M.
5/22/2022
This company didn't show and didn't call for scheduled appointments twice in a row during cool weather.  A week later a tech came and didn't listen to my request that he check for ice on my motor and instead told me I needed an expensive 'leak check' for refrigerant and that motor was fine.  Motor stopped following day on hottest day of year so far (95 degrees) and second technician again pushed me to do a 'leak check' which  I flatly refused and told him to check the motor.  Apparently first tech never did so as the motor inoperable and damaged by ice on the block and needed replacing - exactly what I had thought and I am not an engineer!   I ordered the part their tech told me was required given that he told me he had absolutely no Idea when the part would be available.  I was just told the company would not install a part I ordered - they have to order it.  I suppose this is so they can charge $1914 (their quote) for a part I just paid $345 for.  Will never use this company again and I recommend against doing so.
Grante W.
Grante W.
07/06/2020 12:00:00 SA
CroppMetcalfe should be ashamed!  I was charged $16,000 for them to install a brand-new Carrier HVAC system, replacing my old one.  Within 24 hours after they installed it, the system shut down.  When I called to have them come take a look, it turned out they had forgotten to include the installation of a new condensate pump which was part of the proposed job.  Then, three weeks later, the system shut down again and caused a major water leak in my home.  Their technicians are incompetent!!  I will NEVER DO BUSINESS WITH THEM AGAIN!
Justin P.
Justin P.
07/06/2020 12:00:00 SA
They are expensive...i found out after the fact that they charged me 3x the price for AC refrigerant than competitors. Will not use again.
Andrew M.
Andrew M.
11/02/2021 12:00:00 SA
Use them to replace the furnace about five years ago and AC unit several years later. Of the three estimates for the AC theirs was the middle. Life has taught me lowest comes with excuses and problems. Two techs came as scheduled, did the work and kept to the estimate. Have the annual maintenance plan since which is a deal. I'm always contacted spring and fall to clean and maintain the HVAC. No problems, no worries.
Kate V.
Kate V.
7/24/2020
I have had terrible issues with my air conditioning system this summer and CroppMetcalfe has consistently had the worst service I have EVER seen from a contracting company. Whether it be:

1. Technicians coming to my house and staying for ELEVEN hours without fixing the issue
2. Technicians ignoring my request they leave the house by 4pm (arrival at 8 am) so that I could get to a doctors appt (which I had to cancel)
3. Technicians calling me at 12pm to let me know that they could no longer make our 12-2pm window to fix the job that they had done halfway the day before and would return in two weeks, leaving a half-installed piece of equipment in my house for the entire duration of that time
4. Technicians in my house using my bathroom without asking and leaving it the filthiest I have EVER seen it in my life
5. Technicians standing next to me and taking extremely loud phone calls for other customers while I am trying to work from home and have online meetings
6. and MORE!

I understand that in the COVID-19 pandemic it is probably a little tougher to work than usual, but this level of customer service is absolutely abysmal. It is my sincere recommendation to the company that they reevaluate their project management plan and ensure that they have the appropriate amount of technicians for these projects. Additionally, the technicians need to be trained on proper service - it has been incredibly frustrating dealing with this and if I had the choice, I would go with another AC installer.
Joanne G.
Joanne G.
06/03/2019 12:00:00 SA
I have been a CroppMetcalfe customer since 2000. Their service went from outstanding to terrible.

I have a preferred service plan that requires them to service my heating and air conditioning twice a year. They are supposed to come out, check everything over, make recommendations on service if it's needed. As both of these units are less than a decade old, there should be few issues with regular maintenance.

In the fall, the tech who came to check out the heat had a trainee with him, and that trainee was the one who interacted with me. After they left, I went out to the room where the water heater and the furnace are ... and discovered that they had damaged the reusable filter I had in the room (it was not in the unit, just sitting there), and they replaced the filter in the furnace but left the old, dirty one laying on the floor. I had asked questions about a recurrent error message on my thermostat. Not answered.

This spring, the guy who came out to service my air conditioner showed up late, and didn't service it properly as 5 days later I had no AC on the hottest day of the year. This happened on a Sunday, and I got someone to come out by Monday evening, who was a more experienced technician. He took one look at the unit and told me that I would not be paying anything ($800 worth of parts and labor) because the unite had not been serviced properly the previous week.

At this point, I am highly unlikely to renew my contract with them. I value good service. This is no longer it.
Scott F.
Scott F.
10/04/2020 12:00:00 SA
We pay for a priority contract which gives us the ability to have them come out 24/7. We have a leak in the kitchen sick and their Tech declined to come out on a Sunday. We will be canceling our contract and go with McCarthy.
Matthew D.
Matthew D.
9/19/2018
This place is a total scam.  They acquired the plumbing company I used to use so I assumed they'd provide the same level of service. Wrong.

I asked them to check the hot water heater in a rental property I own, offering details about the problem which I'd diagnosed (with no plumbing knowledge whatsoever) as a water heater issue.  Specifically the hot water heater.

They called and reported the issue was a faulty faucet. Never quoted me a price until it was already fixed. It was nearly $500. Ok, that's expensive but whatever.  Here's the kicker. Turns out the issue was actually the hot water heater. Their proposed resolution was to deduct the cost of the faucet from the hot water heater.  Kicker number two.  They wanted $700 more than Home Depot to purchase and install a new water heater, which would cost me over $200 more than cutting my losses with them and starting from scratch.

I asked for a follow up from the manager or a discount on the unneeded faucet fix. No response.  

Serious, eff these guys. Don't use them.
Sherry W.
Sherry W.
07/07/2020 12:00:00 SA
Not happy! Threw away $1100 for nothing. Paid for checks w/no offers of solutions other than buying a whole new unit. Do not recommend!
Beach G.
Beach G.
7/25/2019
I used a previous HVAC service co. prior to CroppMetcalfe and they could never get their service / scheduling correct.  A friend suggested CroppMetcalfe and what a change! On time. On budget. Did a great job and didn't create a mess. I  signed a one year service contract to get my unit serviced 2x a year and it was less than previous provider too. I do recomend CroppMetcalfe.

FYI, while shopping around I did reach out to several HVAC providers suggested to me and only CroppMetcalfe responded to my emails!!!
Charley C.
Charley C.
10/12/2020 12:00:00 SA
I have had my air handling unit inside my condo under preventive maintenance with Cropp Metclaff for over 14 years. They are reliable dependable professional and always safe. Even more now they are doubly safe with their masks booties and gloves. I would recommend CroppMetcalfe to anyone who needs to have reliable air handling equipment maintained or a new unit installed.
Rico T.
Rico T.
5/19/2020
My original appointment was from noon to 4pm and I wasn't informed that it was moved to 6pm until I called at 3:30pm.  The technician was a no show at 6pm.  I later received a very late call from the technician at TEN-FORTY PM when we were already sleeping and said he will be at my house in an hour! Are you kidding me that I received a call that very late??? Terrible customer service!
Angry D.
Angry D.
5/17/2018
Called CrapMetcalfe for to get help with birds in my vent and was setup for an appointment. Day prior to the appointment I get 2 calls 4 hours apart stating someone will be there. The next day I take half the day off to wait for a tech and get a NO SHOW. I call at end of the window to find out CrapMetcalfe doesn't treat for birds or bird mites. Also come to find out that I received a call from another person on a different number I gave during my appointment request stating the same, but not stating a thing about not coming out.

Bottom line: They do Pest Control, but not snakes, birds, or mites.

This is not the home of 5 stars as the commercial states!
Edgar G.
Edgar G.
09/06/2021 12:00:00 SA
I had a water heater installed and it had dents on it. The installers also took out a water sensor and when  I asked where it was they claimed there wasn't one. I had it for 6 years and they didn't see one. This company has gone down hill for a while now.
Evan J.
Evan J.
06/07/2019 12:00:00 SA
Mice

Ricky Miller the Pest Control Technician was professional. After two services, I believe the mouse problem has been solved.
Neil R.
Neil R.
1/15/2018
Very disappointing.  They were responsive to my initial phone call for four minor matters.  One minor matter morphed into a major matter necessitating a search for a part and a phone call back about the part.  The promised phone call back never happened; I even called back and was promised, twice, a phone call back.  Never happened.  I went to Home Depot and resolved the issue myself.

Eric T; in response to your response my contact information should be in your files.
Woody W.
Woody W.
5/28/2019
Service was as advertised, prompt and courteous.

Technician Raymond Crist was thoroughly proffesional, affiable and engaging. He explained all of the operations of his visit, and showed me exactly what he was applying, and where he was applying. Very thorough and pleasant to deal with
Gary R.
Gary R.
12/23/2019
In late October 2019 a technician went into my house For the heating maintenance. He spent about 2 hours, which was very unusual for a brand new unit, then he came back up and left without saying much. Two months later, the temperature drops quite a bit and I notice that one side of the house is getting no air. I go into the utility room and I notice that my damper handles are broken. They are nowhere to be found on the floor. A technician came just to verify, no checks are done on my system. Then I am told that it will be 550 dollars to fix it (with a 200 dollar discount according to them). If someone went into your house and broke something, would you pay for it? I am a long term customer (before I bought my house I used them when I rented too) but it made no difference - their assumption is that I broke it. Oh, if you would have caught it earlier you would have more leverage was something I was actually told. I used to watch over what technicians do at my  house. But it was my fault for trusting them and not doing it this time. I should always verify that technicians don't break stuff before leaving. My house has two adults (my wife and I) and I am the only one that knows how to use the dampers (their own technician during the spring maintenance showed me how to use them, before that I had no idea).  I have no problem paying whatever is needed to fix something if I broke it or it's just wear and tear (example, I have their plumbing  plan too and I paid 600 dollars for them to literally replace a small PVC pipe that is worth 10 bucks - labor could have been 30 minutes if the CM plumber hadn't broken the adjacent PVC pipe by mistake -making a mess - and made it two hours since he had to go to Home Depot to buy a new one) . But this case is obviously not that. It's very sketchy and I am not renewing my contract with them and I will be looking at other companies in the area for my service and fix my dampers. A company I can trust - I am pretty sure there are many in this area but CM is not one of them.
PS: The topping on all of this mess was a verbal threat from the CroppMetcalfe CSR for defamation when I said I am going to leave them bad review on Google and Yelp - I usually don't but the sketchiness and bad Customer service makes this situation deserving of them. I feel the need to warn other potential customers that this could also happen to them.  My review is just one of many bad ones they have. To be honest I should have been more careful when I selected them to maintain my heating/AC and plumbing. I should have checked their reviews here before hand.
Aaron E.
Aaron E.
06/12/2020 12:00:00 SA
Phone rep and the service tech, Pierre, were nice, but they charged me $225 dollars to install an $8 part that you just simply plug in on top of the $99 service call. I understand paying for labor, the cost of the part, and testing, but this was ridiculous. They have not responded to my email asking about why such a huge upcharge. I would avoid this company as there are better ones out there not as likely to overcharge you.
Darrell P.
Darrell P.
08/04/2020 12:00:00 SA
In the early morning hours we saw a mouse and immediately called to get an exterminator to check out the property. They were able to schedule for the same day and the tech was one of the most professional we've ever dealt with. Went out of his way to check every crack and crevice and seal up the home, despite the fact that it was raining.

Great response time and great service.
Putnik 2.
Putnik 2.
9/19/2019
Will not use them. I called to set up a maintenance contract for a/c systems for my home - they offered me great deal - about $800/visit plus additional for labor and repairs and parts. I am not an expert - but does this sound legitimate?
I always had a service contract (last few homes) and never heard about this type of terms and conditions before? I guess they do not need my business.
Ash P.
Ash P.
4/16/2020
Cropp Metcalfe has been managing 4 of my props, including my home, for several years. As of now, their service is 5 star. The reason I'm giving them 4 stars is because of some issues in previous years, but they have been 5 stars in the past 2 yrs. If that continues for another year, I'll upgrade them to 5 star, hope they do.
Rai R.
Rai R.
6/19/2018
Digvijay Jamwal arrived on time, parked and started his inspection quickly and efficiently. He was courteous, friendly and explained several things to me as he was doing his inspection inside and outside. Everything was OK. He didn't push any services. Very thorough. Everything is electronic so ask for an e-mail of the visit
Chris O.
Chris O.
12/15/2020
Find another company to do your work.  Technician broke the thermostat during an installation.  Company refused to repair their damage or replace it.
Scott C.
Scott C.
8/22/2017
Not impressed.

I called Cropp Metcalfe because I had pretty good experiences with my mother's house in DC for furnace, A/C and plumbing work a couple years back but I will look elsewhere from now on  for service.

I expect to be given viable options to help weigh the pros and cons from a repair professional and I don't want to have to wait on another appointment with an estimator/sales rep two days later.

For this appointment, I was given a window of 8-12 for a tech to come look at my A/C which was not blowing very cold, likely in need of freon.  I told the scheduler it was a 1988 model.  At 10:44 I got a call that the tech was on the way.  At 10:48 they called back to say he was tied up at his job, an unexpected issue and would be about another hour.  I called the office back at 12:45 to ask what the status was and they checked and said he finished the other job but had to have a lunch break and would show up about 1:30.

He showed up, not even a cursory acknowledgement that they were at least 1.5 hours late (I could have gone to work in the morning too) , he checked out the unit and said the freon was about half low (got it) and had a leak (thus the need for freon) and it would run about $350 to look for the leak, then whatever repairs were needed (no idea, it might be a thousand or so for a new coil?) plus the freon, old style R-22 at $150 per pound, likely another $300 or $400.  He said it was a lot of money to put into an old system, which I understood, but I asked for a recommendation on whether just the freon recharge might get us through the last month or so of summer.  No way to tell, he said.  Fair enough.  I asked again for his recommendation and was told it's up to me.  Got it.

So do I need a new system, and how much is that?  Several thousand dollars?  He could not give me a price but said it would be at least double that, and they would have to send another company rep to give me a quote.  He called the office but the earliest a person could come was two days later.  Still no A/C today, not a good prospect with a home office, so I said no thanks.  I asked again about the chances of making it a few more weeks or month with a simple freon charge and was told it was up to me with no guarantees.  I said I would just pay for the service call $105 or whatever, and figure things out.

I called a tech I've used before but who runs his own small business out of distant Maryland (I'm in Arlington) but he happened to be working in DC that day and he said he'd come over in the late afternoon.  He ran all the tests and cleaned the coils, and said he thought it was worth trying to make it through summer, pumped in 4 pounds of freon and a sealer and got everything set up and working fine, still cooling as of today, and said if the freon is gone again in two weeks we'll know I need a new system -- no need to run any other tests on a 29-year-old system, and he agreed that it's not worth major repairs.  So, yes, I should have called him first.
MichelAngelo D.
MichelAngelo D.
11/02/2019 12:00:00 SA
I have used Cropp Metcalfe for years. They quality of service has gone completely down.  I booked an appointment six weeks ago. The six weeks later they canceled the appointment 12 hours before their arrival.  They did not schedule another technician. Next appointment two weeks later for a two hour window, no show, no call, no updates.  Called them to find out the current customer is having problems it will be another hour. One hour later another hour delay.  Two hours later - no update,  called Cropp they contacted tech who did not answer.  I was told there were 10 other people after me for service, for the same tech- Really- 10.  Waiting 5 hours so far.  The new service plan seems to be sell as many  service contracts, take as many appointments, and see what happens. The customer is Crop Metcalfe lowest priority.  Money is priority 1!
Jess L.
Jess L.
4/17/2017
Update: So, about a week later someone called us and asked why we didn't just call and have them come back. We told them that we did (how did he not know that?!) but we were told it would take a day for them to come back so we took out the manual and found their mistake - after about three hours.
We played telephone tag then just gave up. No apology, offer to come back out, or any other remedy. I write this so that if you don't get the impression that this company cares when they respond to a review. They clearly don't.
Chrissy V.
Chrissy V.
07/02/2017 12:00:00 SA
Eric,
Thanks for leaving a response. My husband called and left a complaint and call back number. We are still waiting for any reaction at all. It's been a week.
Erika N.
Erika N.
10/10/2020 12:00:00 SA
We experienced the same attempted capacitor scam but we did sign up for the one year contract. I feel preyed upon, honestly in these tough financial times. I wish I could cancel it.
N H.
N H.
08/10/2019 12:00:00 SA
Diagnostic Fraudulent Ad

croppmetcalfe's diagnostic/maintenance check is actually just a technician visit, specifically, it is just to have a conversation.

Wasted an entire Saturday with their 5 hour window, to only be told that he is not here to Diagnose what is wrong with my unit.  Then what are you here for?

Clearly, I called you because my job is not in the AC field.  Are you honestly just going to go with what I say and really not figure out what is wrong with my unit?

Ughhhhhhh
Jaymes S.
Jaymes S.
4/14/2019
100% Scam. They sent a guy who could not fix or replace a faucet. He said it should be under warranty and left, but not before charging a service call. I explained to him that we just purchased the house and don't have any paperwork.

We would have paid for a new one, but it seemed that he was looking for a more expensive job and not our simple faucet repair.  

I called the company to complain and they were not responsive.
Harry H.
Harry H.
5/23/2019
Totally ridiculous markups. Replaced a $12 Capacitor and charged me $205.

Then took a total of 8 minutes to replace my fan Motor which costs $189 retail and charged me $749. Neither I Nor any of my friends that I've told this story to will ever use them for A/C service....never!
Kat S.
Kat S.
5/15/2019
I was referred to this business by a homeowners guide circulated in my neighborhood. I'm surprised that I'm writing such a negative review because they were included in this booklet. I scheduled a service for today for a garbage disposal repair or replacement.

1) Last night I got a call confirming the technician would arrive at 8am today. The technician arrived 40 minutes late but did not call to notify me.

2) He attempted the repair for about 5 minutes, then told me a replacement was needed, and he had units on the truck for $800. The retail price of the models he quoted were in the $100-200 range.

3) After I politely declined the replacement, he left everything he had taken out on the floors and countertops without cleaning up after himself. Barely said thank-you when he walked out the door.

This was over-priced, dishonest, lazy service, and my problem was not even resolved. Now that I'm reading the horrible reviews written below, I'm glad I'm not the only one who feels this way!
Mike B.
Mike B.
12/30/2019
The technician was polite and courteous. He arrived on time and answered all my questions. I have their preferred maintenance plan and they have kept my 20+ year old HVAC system running smoothly. I continue to recommend CroppMetcalfe to my neighbors. Thanks
Mike L.
Mike L.
02/09/2019 12:00:00 SA
Absurd prices and the sales rep doesn't return calls or emails.  Their costs are high to make up for their huge overhead due to radio and tv commercials. They can't even give an itemized breakdown of costs for a simple job. When I asked why the estimate was so high I was told because it takes time to do it right. Took 4 calls and emails to get a simple estimate.
Steve O.
Steve O.
6/24/2020
Would give zero stars if that was an option. Recently had some HVAC issues so got in touch with CM to diagnose the problem. Was told compressor needed replaced and was given a quote of $5,200. This seemed very high to me so decided to get two other quotes. Both other quotes were $2,500 or more less then the quote from CroppMetcalfe. I have been asking for a manager to call me to explain the huge difference in quotes but haven't heard anything back. In addition, the two other companies I received quotes from offered to call the AC manufacturer for me to see if the compressor might still be under warranty. This courtesy wasn't extended by CM. Very very upsetting. CM is clearly price gouging and trying to take advantage of people. Please do your due diligence and get multiple quotes for work before going with CM. From my experience I can tell you I will never use CM again.
Max V.
Max V.
11/17/2016
Got ripped off.

Called them for a clogged bathroom. The guy comes to the house, as I explained him that I have tried unclogging it but it wouldn't work. I have a 2 year old and he may have put a toy down the toilet.

Without even looking at the toilet he gives me a $ 200 price and tells me that they will need to run a tool to look at the pipes, etc.

Ok, fine, go for it. However, the guy first come in with a tool and in a few minutes unclogs it. He said that whatever was there, it continue going down.

Toilet is fixed. I pay and he leaves. The following day, I get the invoice from the company. What I don't understand is that the invoice shows a toilet clog rate as 80 something dollars, yet he charged me 205 for 5 minute work.

Asked to have a manager contact me about this, but nobody got in touch with me.

Steer away from this company.
Anji B.
Anji B.
12/08/2020 12:00:00 SA
Dependable pest control team with reasonable costs for treatment (plans can be  paid for in quarterly increments), with a free initial evaluation visit. They have been doing this for a long time and have a lot of experience with controlling pests like mice. They are always on time, and call ahead 20-30 minutes prior to arrival. Would recommend them over all other pest control  companies in the DC area. Cropp should be first port fo call if you have issues with mice or other pests. We've used them at 2 locations this year and find them to be through and effective.
Mar M.
Mar M.
04/01/2019 12:00:00 SA
Horrible service. I've never experienced this many issues from a contractor in all the years of being a homeowner. They came for a hvac maintenance check and didn't properly put the panels back in place so we didn't have heat or air for 5 days. We had no problem with our hvac system before this visit, the technician had no idea how to properly check the unit.

We then had a maintenance check for plumbing. They said we needed a minor toilet rebuild for our toilet that had no previous issues. They installed the fill valve and after that our toilet stopped filling with water. The technician broke our toilet. Another technician came out to fix it and now it runs nonstop, 24 hours a day.

I have tried getting in touch with a manager 4 times over the past 2 weeks and have not been able to speak to one. I have left countless messages and recieved no call back. How can a company function so poorly? How can multiple technicians break units that we're having no previous issues?

Please save your time and money and use a proper company. I highly recommend Len the Plumber. They came immediately and fixed all of the issues that Cropp Metcalfe broke. I am making sure my neighbors are aware of these issues and will not be using their services.
Paul C.
Paul C.
6/25/2020
They were going to charge me 8500.00 for a new air conditioning unit with install (It was the cheapest 5 ton unit they had - 14 seer).  I found a better 5 ton unit (16 seer) with a different company for 4,750.00.  CroppMetcalfe is way too expensive. Shop around.
James M.
James M.
11/12/2020 12:00:00 SA
I made an appointment on Monday, Nov 9, for Thursday Nov 12.  Then CroppMetcalf called me on the Thursday morning to say they had to change the appointment day and time.  The person I spoke with talked constantly and basically wouldn't let me make a comment or ask a question.  I called back later, and got a different person, but the same unwillingness to listen.  Finally I got a call from someone who worked there, and she said a supervisor would be in touch about what was going on (or more precisely, what was NOT going on).  The supervisor has never called.  I would really like to speak with someone at CroppMetcalfe about their treatment of customers, but I guess nobody there wants to do that.
Michelle L.
Michelle L.
7/30/2019
This review is for plumbing. We've had better luck with their HVAC service tho they are expensive.
Pro: Very responsive. Got a plumber out in one hour. When we needed him to come back he came the same day.  We really appreciate this! Also he tried a very comprehensive 3 hour process of checking anything that could be causing our leak. And when I called to schedule the lady kindly told me about a $50 off coupon on their website that we could apply to the visit. SOO NICE. Their phone team is great and has been anytime I've called.
However...Con: He did not determine the source of the problem or solve it. Over two visits. It turned out to be a common problem diagnosed by our HVAC guy who obviously is not a plumber, and a plumber from another company. Instead of checking the drain lines for clogs, when he saw some water coming from the HVAC he just said call your HVAC guy - on an HVAC system that had been replaced 6 months ago. While there did not even think to check the drain line.
Turned out there was a clog in the central drain line that my HVAC guy diagnosed. While it took 2 days to get another plumber out, he agreed that was the problem and fixed it.
Monica N.
Monica N.
8/30/2018
If I could give this company zero stars, I would  Stay away at all costs.  Sold us a new 3.5 ton unit and bragged about how great it was in October of last year.  We've had to call them several times - and their techs don't show, so don't even bother.  Unit still does not work properly.  Guess what their solution is?  Selling us a 4 ton unit and swapping out our twelve year-old ground unit (which works better) for the 3.5.  These are dodgy sideshow men.  They lie to you over the phone.  Literally tried to tell me that we cancelled an appointment due to an emergency.  We didn't.  Crooks.  Are not upholding our contract.  Have asked for their lawyers and CEO.  NO REPLY.

PS:  Yelp, you really need to offer a zero star rating.
Beverly A.
Beverly A.
10/25/2019
Plenty of notice 30 minutes out.  Reminder call the day before.  Easy to make an appointment and the tech was on time.  He did a great job.  What more is there to say? I've been a customer for 15 years.
Beverly A.
Ron K.
Ron K.
10/12/2020 12:00:00 SA
Both Duane and AJ separately helped to fix both problems. A 'snake' machine problem prevented Duane from doing both jobs. AJ came later the same day to complete the snaking of the shower drain. Excellent professional help in both cases.
D F.
D F.
6/25/2016
Big disappointment.  I had a Bradford White water heater that needed servicing.  The Cropp technician said it would be better if I could find the part and it would be cheaper.  So I called around with no luck and called Bradford White and they said just use the contractor service and they will handle the warranty work.  Well to my surprise Cropp gave me the run around and quoted me 880 dollars for a gas regulator only.

I told Cropp that I was covered by warranty and they ignored me and said they charge a flat rate.

Anyway another company I used covered the warranty for full heater replacement and charged for labor only for 700 dollars.
John P.
John P.
5/31/2018
I had Croppmetcalfe install a new hvac system in my condo in July 2015. Somewhere around 7k. I can't caution you strongly enough against hiring this company for any work on your home.

It stopped working less than 6 months later. when they came back out, they wanted me to pay for the wiring problem or sign up for their maintenance contract. I told them I wouldn't be doing either because it was a brand new system and so it shouldn't need a maintenance contract. Very pushy, but They covered the repairs as under warranty.

Less than three years later, May 2018,  the compressor is grounded and keeps blowing fuses. 2,000 dollar quote to fix my less than 3 year old hvac system. Everything I have researched says that there is no way a compressor should be failing in under 3 years, either the installation was bad or the equipment they sold me is bad.

After throwing a real sleaze bag technician out of my home, and arguing with some dude who called me the next day, they did the work for $1,000. Well, I offered them 1,000,  which I thought was very generous on my part and I expected good service in return.

Not so much. I didn't hear from them for 3 days, so I called and found out I would have to wait 10 days for the part to come in because it was not a 'mission critical' order. Well there's a grand of generosity back in my face, thanks!

No one can tell me why it failed or if it will happen again, they didn't even look at the air handler. So much for that 5 star technician bit. So I am stuck waiting for this to happen again now...

If you want to drop 7+ grand on something that should last 20 years but will probably die after 2, than that's your business, I warned you. Hopefully someone reading this avoids my same costly error by not doing business with this company.
Jonathan W.
Jonathan W.
08/05/2016 12:00:00 SA
I requested an assessment of the airflow in my home. The guy came out completed the assessment and told me I would receive his report in a day. I did not receive the report until six days later. I tried to contact him to understand and discuss the report. He has not returned my calls. I called back and asked for a supervisor. I am waiting for a return call.

I paid $99 dollars for a report and poor follow up. This is not a five star company.
Jill M.
Jill M.
8/28/2020
I really appreciate the effort to get me an appointment soon, as I only have one toilet. The first time he came he did not see the issue. He came back a second time when I heard the problem again, and did not charge me for the visit. It's all fixed!
Ryan P.
Ryan P.
2/22/2016
They came to my condo in Centreville and gave a quote of $1200 to replace 18 of gas line.  When I asked for a parts/labor breakdown, they said they didn't have a breakdown and that his 14 years experience told him it would cost that.  When I spoke to his manager, the manager says that they do quotes like that and if I wanted to purchase the parts, it would cost $150 an hour to do it.  Well, I then found out that the manager called the tech and told him that when he did the install to ensure it took 2-4 hours.  At this point, I knew a scam was going on and the manager was entering into the realm of attempting fraud.  

When I purchased the parts, they came to a total of $110.  I found a better company to use and the labor dropped down to $255, this included cleaning out the pilot light line.  So total cost for this repair was really $365.  What I would like to know is where does the other $835 go for 14 years experience.  

I have never and will never use a company that provides no breakdown of parts/labor.  That is basic good business policy for the service industry.  When no breakdown is provided, I feel that it is the start of a scam.  When I posted a review on Facebook, someone responded from the company about their quotes stating that they provide a all in one quote and that is the way they do business.

BUYER BEWARE!
Joy B.
Joy B.
8/19/2020
Our AC went out on a 95 degree day.  We couldn't get our regular HVAC people out so we called CroppMetcalfe.  They quickly sent out a technician and he found and fixed the problem in minutes. What a life saver, and a really nice guy too.  It's CroppMetcalfe for us from now on.
Beth S.
Beth S.
03/02/2016 12:00:00 SA
I have used CroppMetcalf for 10 years but I think it's time to break up. The technician came early, which was great, but then he was here for 2 hours for a scheduled maintenance check. This was longer than these typical maintenance appointments in the past.

At one point, I was called down to the AC unit and notified of a potential problem and was told it would probably be about $150 to replace the part. I said to write it up in the receipt so I could talk to my husband and make an appointment later just to do that. Once I said that I figured he'd be inside in a few minutes to have me sign the receipt. At least 30 minutes went by and I noticed him in the backyard on his phone. When I went downstairs looking for him he finally came up.

When he did come up he had a new proposal to replace the part and pay labor only because he found out the part was under warranty. I was interested so asked him how much. He seemed surprised I asked, but I thought that was a pretty normal question. He disappeared to his van for another 15 minutes while he looked it up in the book. Brought the book in to show me it would be $135, basically the same price as what he told me originally. Honestly, I don't think I was getting the labor only price. I think that was the price all along.

After he made sure I knew my AC could stop working, he finally left. I couldn't close and lock the door fast enough. I'm not sure this company is what it used to be.

Oh, and I usually receive my emailed receipt almost instantly after I sign. It's been 40 minutes. Still waiting...
Viisshnu C.
Viisshnu C.
10/06/2020 12:00:00 SA
(there was a typo in my previous post) Very expensive and useless service of HVAC. All parts they touched got messed up within 1 week . They told me did full check and charged me for parts. But the HVAC broke down within 1 week.
Marc S.
Marc S.
05/02/2018 12:00:00 SA
I used them last summer and it took 3 months to get a faucet replaced after numerous visits and phone calls to management. I should have know better than to use them again.
3 weeks ago 2 toilets started leaking and I called them out thinking maybe it was a fluke last time. The plumber diagnosed the problem and said that he didn't have the part on his truck and they would have to order the parts. They came back a week later and did not have all of the parts and they said that it would take a few days to get it and that they were very sorry and that they would be right on it. Now 2 weeks later they are still waiting on the part. This should be something that was easily fixed, we still do not know when the parts will be in, they say Monday and that will be over 4 weeks from when we started the process.
I will never use them again, we are too deep into the process to stop at this point. How can  a plumbing company not have basic parts to fix a toilet, and how come it takes over 3 weeks to get the part.
I left 2 messages for 2 different managers and have not heard back from anyone yet.
Don't waste your time or money with this company!
Marcia B.
Marcia B.
7/26/2019
Excellent service.  The technician, Oran,  was professional and knowledgeable.  He identified the problem, had the part in his truck and proceeded to fix the in a most expedient manner.  I am very pleased with CroppMetcalfe.
Jen A.
Jen A.
12/29/2015
CroppMetcalfe has regularly serviced my HVAC for the past 3 years. They did a good job of cleaning the coils and making sure it was in working order.  

Right before it was time for our winter 2015 service appointment, our heat stopped working.  I called, made an appointment for a service and repair appointment.  There was a foul up in the scheduling.  The guy who arrived said he was only there for a service appointment.  My husband told him we actually needed a repair AND service appointment.  3 hours and freon fill up later, there was still no heat.  When I pointed out CroppMetcalfe fixed a part for us the previous year, there was finally a light bulb moment.  That's when we were told we needed a new HVAC.

I'm sure you can see where I'm going with this:  WHY didn't the service technician look at the history of the unit?  It's right there ON THE UNIT.  It's also in their hand held device.  There were multiple ways to see there was a repair last year and possibly, the part was broken again.

Although I felt the technician wasted our time, I still paid him the $159 for the service call.  Even though he added freon to a unit that didn't need it.  Even though he serviced a unit that needed to be replaced and didn't work.

We also had CroppMetcalfe come out and give us a quote for a new HVAC unit.  The sales guy came out, looked everything over and said he'd get back to us shortly.  The following Monday (the service call happened on a Tuesday, the sales quote for the new HVAC unit on a Wed), we still didn't have a quote from CroppMetcalfe.  FYI-the replacement cost on our HVAC unit was between $6500-$13000.  

I bet you already surmised we didn't use CroppMetcalfe when we purchased our new HVAC. After this entirely frustrating experience, we'll be taking our business elsewhere.
Curt S.
Curt S.
03/04/2018 12:00:00 SA
Even by plumbers' standards, these guys are crooks.

So we have a 3 y/o gas water heater which also heats our unit. After we lost power, a leaky valve caused some minor flooding which extinguished the pilot light. This has happened before, but the usual service we used was unavailable, so I called these guys. The plumber they sent took one look at the inch of standing water and declared that the water heater was ruined and he couldn't get it working again. He gave a quote north of $3000 to totally replace it and the pipes and valves, and they couldn't start for another few days--which would mean two to three days without heat or hot water. I thanked him, but declined the offer. Then I blotted up the water with a towel and the water heater started working again (I really should have tried this first--that's on me). So, basically I paid $105 to give this guy the opportunity to try and upsell me on a three-grand project. Suffice to say, I'm not calling them again--even if/when the water heater does need to be replaced.
Glen C.
Glen C.
5/19/2020
I have had a CroppMetcalfe Gold Level service policy for 6 years. They provide top. notch service, keep your HVAC system running well and when there is an issue, they make good on their promises. I will be a CroppMetcalfe customer for life!
Wilmer K.
Wilmer K.
3/18/2020
As a follow-up to my original post, I have tracked my heating bill for the past three years. Just as I expected, there was no savings in the heating costs; if anything it has cost a few dollars more. I was ripped off for $5,800 of unnecessary work. But wait until you hear this: In the Fall of 2019, large patches of mold formed on the ceiling of the family room. We brought in three companies to analyze the problem. They determined that the source of the problem was excessive humidity in the attic which had no ventilation. Cropp Metcalfe had sealed the attic which cut off circulation and the flow of air. The cost of removing the mold and replacing and painting the ceiling was another $4,000. A fan was also installed to assist air circulation. I am angry that the Cropp Metcalfe representatives misled me into an unnecessary, expensive project, when all that I asked for was to insulate a pipe in the garage. It hurts this retiree to toss almost $10,000 into the wind. No representative from the company has ever acknowledged or responded to my complaint  If you are elderly, don't trust anyone, especially this company. Be careful.
Van T.
Van T.
07/03/2020 12:00:00 SA
It took a little bit of time with rescheduling to have the repair.  That said, Jordan Foster is a great technician.  He is very patient and takes the time to explain what he is doing and answer questions. He did a beautiful job replaced the diverter and install new water shutoff valves.  The 5 star is for his service. Thank you.
G R.
G R.
02/05/2016 12:00:00 SA
Plumber was an hour late
Total labor was 45 minutes installing a $86 garbage disposal (Badger 5 1/2 HP Continuous Feed Garbage Disposal- Home Depot)
Charged $675.00, discounted down to $607.50
You do the math
Sent email twice, no response.  Called the day of the work, only received one call back two weeks later that went to VM.
Philip W.
Philip W.
8/19/2020
The service technician was extremely good. He did a great job with the repairs. He was COVID-19 conscientious. He cleaned up after his work. However, the prices charged were so out of line with the type of work and the time it took to complete the work, that I will never call CroppMetcalfe again. It was truly that outrageous. They will not quote costs for doing specific types of work over the telephone. Now I know why. I don't like leaving negative reviews. I did not enjoy writing this one.
DON C.
DON C.
9/22/2015
Great Company!  Great Service!  Totally Satisfied.

This review is long overdue.  After a few occasions of dealing with various Heating & Air Conditioning/HVAC companies who either don't show up on time or don't do the job properly.......it is a pleasure to find a company that's trustworthy and does the job well for a fair price.  I have used CroppMetcalfe for my Heating & AC/HVAC service and repair needs for several years now.  They are always dependable, on time, and get the job or servicing done right the first time.  

I called CroppMetcalfe needing AC repair and they immediately had an appointment available for me the next morning.   This is exceptional service especially since most companies in the DMV often try to space your appointment several days to a week out from the time you really need them...which makes no sense to me.

In addition, I was able to request the same technician that usually services my home.    Just my luck, because my AC system went on the fritz during the 4th of July holiday weekend!  I mean really???...One of the hottest times of the year!  It was so hot in my home it felt like the devil was cooking me breakfast.

The technician that came out to assessed the problem was Thanh Tran.  Thanh is an excellent technician and very knowledgeable.  I have a complex Space-Pak Air system and prefer not to have a some ordinary Joe fool around with it or cause more problems than there were originally.  This is never the case with Thanh.  He is an expert in this business and goes 'above and beyond' to fix issues.  I have witnessed this first hand on my system which runs through my entire home, attic, and requires you to work on the rooftop to access the unit as well.  Thanh worked to resolve the problem without a fuss in all these areas.  He is exceptional and a great asset to this company.  He explained thoroughly my issues and everything that needed to be fixed on my AC system. I got a written estimate and he was not pushy like most of the service techs are. This time around my repairs were not cheap but fair.  Besides...peace of mind and comfort are two things I'd rather not live without!  I decided to go with the estimate and got my system fixed in no time.  

I would recommend CroppMetcalfe and ask for Thanh Tran if you need someone reliable to repair your Heating & AC/HVAC problems.  In my experience, CroppMetcalfe seem very trustworthy and fair.  I will be using them again for my winter maintenance check.
William F.
William F.
4/23/2019
CroppMedcaff is without a doubt the best air conditioning and heating company in the Washington DC metro area. We have always had a contract with them and they have maintained our air-conditioning and gas heat in an excellent manner and I'm sure have provided an extended life for our systems.I would always rate them as a five-star company. Their technician, Charlie, was absolutely professional and very personal.
Erika S.
Erika S.
10/12/2015 12:00:00 SA
If I could give zero stars, I would.

We were having AC problems and had a technician come out. He charged us to clean our HVAC (even though it had been cleaned a month ago) and said nothing was wrong.

So obviously our AC was still broken so I called the next day to have them send out another technician to actually fix the problem. The second guy thought it would be a good idea to not bring any tools with him, He literally just looked at our unit to come up with the bright idea that we needed a whole new unit that would cost thousands of dollars. When I questioned why the first technician (who actually brought tools with him) didn't find any problems, he said that the first technician was young and inexperienced and couldn't see the problem.  Which was awesome to hear that I'm paying these experts to do work on my place.

Since I did not believe that this man was an HVAC whisperer, I found it best to call a company who would send out a competent technician that would actually bring tools, not talk poorly about other coworkers incompetency and ultimately fix the problem.

I ended up having SCS Heating & Air Conditioning in Vienna, VA send someone out who actually fixed our AC, and for a reasonable price. I would highly recommend them.
Jenny B.
Jenny B.
7/31/2018
I just had a really excellent experience with CroppMetcalfe. During one of the hot, humid DC days, my condo a/c stopped working. They were able to schedule a next day appointment, the service representative was able to come EARLY (which in this case was a very good thing), diagnose and fix the problem. He was a very pleasant person and gave me great advice on some other issues I am having.
Jimmie B.
Jimmie B.
11/27/2018
I have been a Cropp Metcalf Gold Service customer for more than 20 years and have always been happy with the service provided.  I recently had a heating issue and Lonzel Chuck Jackson was sent out and he's is by far the best technician I've seen; he's tenacious and knows his business.  I will request him by-name in the future.

Jimmie B
Victor W.
Victor W.
11/11/2016 12:00:00 SA
Very professional on the phone and in person. They came out twice to check on a radiator noise (i'm new home owner so a bit naive and uninformed about expanding pipes). The tech was very patience at explaining things and came back 15minutes later to tell me more about other noises to expect from boiler...

The one I use is from Hyattesville I believe.
Candice W.
Candice W.
01/11/2016 12:00:00 SA
SOOOO HAPPY WITH THIS COMPANY FROM START TO FINISH!!!

My hot water heater leaked on NYE and I had requested quotes from three competitors.  I was growing frustrated because the quotes were very expensive; the smaller companies weren't replying fast enough or they couldn't locate the equipment needed for the repair.  

Then I came across this company which was featured in a publication called Best Pick Reports.

This company was by far and away the most professional, responsive, and customer service oriented.  My initial call was placed on a Saturday afternoon requesting an emergency appointment; the technician called me promptly after and arrived within 30 minutes!!! We scheduled an installation for Monday evening and to my surprise, they called at 8am on Monday morning and arrived by 9am for the install!!!! Completely exceeded my expectations and I couldn't be happier with this experience!
Larry F.
Larry F.
07/10/2018 12:00:00 SA
Came on time, plumber very courteous, and wore paper boots over shoes, nice touch, but waay overpriced.  When you cost the time to work, charging about $200 an hour, and this is being generous with the time.
Ronald B.
Ronald B.
2/15/2019
I have been using CroppMetcalfe for years for Heating and A/C maintenance. I recently had a new Gas Furnace installed in my home by CroppMetcalfe and the technicians (Little John - Darius) did an exceptional job.
Abdulla G.
Abdulla G.
1/22/2018
Service is a nightmare
They don't call you back with any updates.
Save yourself the time and energy and call another company.  This is the place of the ZERO star technician not the 5 they claim on there commercials.  Worse experience EVER........
Jay P.
Jay P.
5/23/2018
Nasir was helpful, professional and saved me a bunch of money by conducting a quick analysis  of the problem and fixing the issue with what was determined to be a faulty previous install.  Truly earned the title of Master Plumbing Tech today.  Great service!
Richard M.
Richard M.
12/22/2015
Service was prompt and quick, with the proper amount of upselling than what I was led to believe from other reviewers.  The technician knew exactly what he was doing and cleaned up properly after himself and was respectful of my home.  The only thing that prevents me from giving a 5 star rating was the price- my service was for a simple food waste disposal replacement and was charged around $700 for parts and labor which was a tad too high.  

If you are tight on a budget, I would definitely shop around, but overall I was satisfied with the work.

Edit: After doing a bit more calling around, I found out the average rate was between ~$80-190 for a garbage disposal replacement.  Given the MASSIVE price difference, I'm going to have to bring the review down from 4 to 3 stars.
Michael H.
Michael H.
4/19/2017
Let me start with the positive.  The technicians that come are experienced, polite and get the job done.  The customer service in getting to an appointment, however, is deplorable.  I had a five-hour window yesterday, which they blew through, then asking me if I could sit tight for another five hours while a technician could get there.  That technician arrived at 9:45 pm to tell me that the couldn't service my unit because he couldn't find parking, as if the fact that I lived in the city was a new thing.  This was particularly odd, as the company sold me a new unit four months ago and I have an annual maintenance contract with them.  When I called, explaining that I would be traveling the next day, I got more than 10 minutes of why they couldn't possible control when they got there (this after I had waited for 10 hours).  When I said I expected and needed a solution, as I was leaving the next day and my HVAC was down (again, the new unit they sold me for $7,000!), was again told some version of what do you want us to do?  When I said be there the next morning between 8 and 10 am, to ensure it got done before I left, was eventually told OK.  I got a call this morning where this message was clearly not communicated.  The dispatcher obviously told me what I wanted to hear to get me off the phone.  When I again reiterated that I would be traveling and had a tight window to get this resolved, they said they would do their best. They showed up at 10:30 am and eventually fixed it by 11 am, when I needed to leave.  While I understand some jobs take longer than others, this company has got to find a way to be solution oriented and not blame the customer when it doesn't meet a five hour window (TWICE!).

After all of that, they charged me $145 to diagnosis the problem, despite the fact they took up my whole day waiting for them and gave rude an unacceptable customer service the night before.
Seth K.
Seth K.
04/07/2015 12:00:00 SA
After leaving a poor review, CroppMetcalfe sent me a letter canceling my service. I'm impressed. Personally I might have taken the high road and tried to work it out. But good for them and their you-complain-you-get-terminated service contract.
Scoop S.
Scoop S.
09/11/2017 12:00:00 SA
Rip off specialists! I am a bronze member of this company where I pay $190 per year for free HVAC check ups and other benefits. Well I had a humidifier installed in my house 2 years ago and now I need repairs. The technician, George said I needed a new filter and said a new one was $44. The same filter is for sale on Amazon for $7.99!!! Meanwhile George suggested I purchase a DiversiTech wet switch flood detector. He said it goes for $229, but he'll let me have it for $199. Went on Amazon and found the same item for...........wait for it.....................$38.17!!!!!!!!!!!!
Agnasa W.
Agnasa W.
07/04/2017 12:00:00 SA
This place sucks. My AC went kaput and we called a few companies for estimates to replace the entire HVAC system. The estimator who came from CM was more interested in asking about competitors than actually looking at the old HVAC. He never called back or emailed a quote. All the other local companies that came sent in quotes within 24hrs and we've chosen a company with stellar Yelp reviews.  Thanks for wasting my time CM.  I would not bother with these losers.
Susan C.
Susan C.
08/03/2018 12:00:00 SA
CroppMetcalfe did plumbing repairs and upgrades at my home.  They did excellent work and the technician took the time to explain all the options before he started.  He did an inspection and saw a possible issue with my crawl space and so he had someone who specializes in that area come out for follow up a few days later.  That technician did another thorough inspection and reassured me that there was not currently an area of concern that needed repair work.  
I feel like I got great value for my money.
thanks!
Julia R.
Julia R.
12/06/2019 12:00:00 SA
I am so unbelievably disappointed in Cropp Metcalfe - Plumbing. They did a great job servicing my HVAC, and now thanks to what happened with my plumbing, I will never use them again. They assessed my situation at 5pm, informing me I needed a different technician. AT 9;15pm, the technician arrived. He had been informed of both situations prior to arriving. But said he needed to wait on a call from his manager to proceed. 5 min later he was in his truck, leaving. His exact words were, I have to walk away. No apology, no further explanation. It is now 9:30pm before a weekend and i can't use my water, and have spent literally all day dealing with a problem that Cropp Metcalfe knew about since 8:15 this morning, and then told me at 9:30 at night that they have to walk away. I have literally never left a poor review before, but this was unbelievable. I will never use Cropp Metcalfe again. I was going to use them to install my security doorbell on Tuesday - I will now be cancelling that appointment.
Tom R.
Tom R.
10/18/2017
My small HVAC contractor for years was taken over by CroppMetcalfe.  They offered me a contract that was a little more expensive and didn't cover as much.  I kept them for about 5 years.  The past two years, the technicians they sent out both forgot to turn the gas back on after servicing the furnace.  This year, they actually wanted to charge me $108 for someone to come out to correct their mistake.  I did it myself for free.  Time for a new HVAC company.
Mike I.
Mike I.
2/14/2015
Disappointing. I scheduled an appointment for an estimate to completely replace an AC/ heating pump for my condo.  They sent out a technician to take photos, do measurements etc that week.  I requested the technician to send me the estimate via email or over the phone because of my busy travel work schedule.  The technician insisted that I meet with him IN PERSON to get the estimate.  When I asked why, he stated In case you have any questions.  I asked myself, Isn't that what technology is for??  I told the technician if I had any questions,  I'd call him directly but he was incredibly persistent on scheduling another in-person meeting. What a complete inconvenience and waste of time.  

It's not rocket science.  If your potential customers politely request an estimate be sent over the phone, don't argue with them, just send it.  I ended up hiring Michael & Son, they sent an estimate quickly without any of the hassle and inconvenience of setting up a second meeting.
Sarah P.
Sarah P.
12/27/2016
I bought a condo 2.5 years ago and used Cropp Metcalfe exclusively for my HVAC needs. Up until today. My building has a very specific type of unit that only a couple of companies will supply and service. It kind of boxed us into Cropp Metcalfe. For the most part service was good, albeit a little spotty at times. I really liked that I could schedule a 12-4 time slot for service and call them around 11 to get an updated time so I wouldn't have to rush home from work and sit for hours.

This summer, one of my units failed and I made the decision to replace both at once. Despite paying extra money for faster installation on the broken unit, the unit still didn't arrive in the promised 3-4 week time span. They had trouble installing the 2nd unit a few weeks later in early September but it worked and I paid the remaining $6,500 balance by credit card that day. Imagine my surprise when 4 days before Christmas (a full 3.5 months after the second unit was installed and I paid the balance), I get an email from Cropp telling me I never paid them. I immediately called them on 12/22 and left a voicemail with the accounting department. I also talked to one of the customer service reps who walked to their department, confirmed no one was there and then promised to send them an email that they needed to call me. I called again on 12/23. Then TWO more times on 12/27 until I got a person in the accounting department. I left voicemails every time and no one ever called me back. When I finally talked to someone she had the nerve to tell me Well we have been out of the office since the 24th. Completely unconcerned that I had been calling for 2 days prior to the 24th and spent time over Christmas wondering if they would refer this to a collection agency. She also told me they were never paid and my card must not have gone through. Like 99% of people, I'm going to remember paying $6,500 for something. I'm also going to remember paying the credit card bill. It was a sizeable chunk of my available cash flow. Plus, I had proof from the credit card statement that I did pay. She stuck to her story and said 'Well I will have to call our credit card dispersement company to get to the bottom of this but it looks like you never paid.' Instead of calling me back at work, she left me a sheepish voicemail on my cell phone 15 minutes later apologizing for the error and promising she would email me confirmation that it was taken care of. Which of course she never did.

Too late. It is unprofessional to send someone a first email saying they owe you money 90+ days after service. It is also unprofessional to then be out of the office for 5 days and assume the person who has been diligently trying to get ahold of you is wrong. If I hadn't kept at it, I'm sure they would have referred this to a collection agency.

Good news - someone else in my building found a new company that will service our units for slightly less money. I'm going to send an email to the building list serv detailing this experience and recommending everyone switch to the new company. There are 78 condos in my building and we all have at least one HVAC, most have 2. Cropp Metcalfe lost a lot more than one customer today.
Thomas G.
Thomas G.
2/24/2018
Once again CroppeMetcalfe comes through...had a buzzing/humming noise coming from the inside portion of my HVAC unit . I called CM about the problem, they sent out a technician the same day. Luis (very professional and friendly) came out to diagnose the problem. He replaced the capacitor, which helps to 'kick start' the blower motor and the buzzing noise stopped. I noticed after Luis left there was still a humming noise coming from the HVAC when the unit was off. I called CM back at 8pm on a Friday night. They sent Luis back at 8am on Saturday morning! He diagnosed and replaced a failing low-voltage transformer. He did a great job and now, no more humming or buzzing! I can't say enough good things about CroppeMetcalfe. Their rates are competitive, their techs are professional, and the staff very helpful...thanks again CM!
David R.
David R.
06/10/2017 12:00:00 SA
Too big.  No quality control.  If there is a problem it gets passed from one technician to another.  No responsibility.  No accountability.
Bruce M.
Bruce M.
12/30/2019
Our technician was an outstanding representative for your company. He was knowledgeable, professional, and friendly. Give that young man a raise!
G J.
G J.
5/15/2018
I had a clogged kitchen sink.
They came out about a month ago and spend about 45 min snaking the pipes only sent 30' of snake wire cause the rest of the wire was broken. Nothing came back and the clog went away. 3-4 weeks later its starting to come back. They never found what was clogging it. Now they want another $350.00 to come back and do the job again.
Frankly I think its bad business that they don't guarantee a clogged sink. For the price they charge they should at least send a camera to see what was the clog (but that was another $300) and make sure the action they took will be a long lasting one.
Will never use them again.
Anita G.
Anita G.
7/25/2019
First good thing: a live person on the phone. Second: Same-day or next-day service. It worked so seamlessly I don't remember. Third: a knowledgeable, efficient technician who fixed all the problems he spotted. Fourth: reasonable charge. Fifth: AIR CONDITIONING! In Washington D.C.! Life is unsupportable without it.
Brian R.
Brian R.
5/23/2019
I would really think twice about patronizing this company. Another heating/cooling company told me CroppMetcalfe did a lousy job of installing the very expensive new unit in my house. Because of that lousy job, I had to bring in this other company to fix the problem. This second company couldn't believe how badly done the CroppMetcalfe work was. In addition, they scratched the wooden floor in front of the utility closet where the unit is housed. Finally, the first point of contact at the company was snarky and unresponsive. I'd beware.
Tom D.
Tom D.
11/27/2019
We called CroppMetcalfe to replace a garbage disposal last weekend.  Master Plumber Giddion M. provided top-notch service.  Giddion is a rock star and expertly applied his trade and the very best customer service skills!
Maryann R.
Maryann R.
10/22/2015
You couldn't ask for a more professional team!  They're work was great, done in a timely manner, the mechanics were friendly and explained each step they were doing.  Our sales person was absolutely awesome...he worked with us throughout the entire process...Oh, by the way, we replaced a 56 year old boiler!!  Can't wait to see our gas bills reduced!!
 Now call them...what are you waiting for???
LeShandra C.
LeShandra C.
06/09/2017 12:00:00 SA
I had sump pump issues and the plumbers here actually tried to convince me I needed to pay $786 for their consultation and to replace the entire system. Thankfully I remembered I had appliance warranty. I called the them instead and they connected me with Franconia Plumming. Who came out and showed us what was wrong and they fixed it immediately, free of charge. What was wrong? The black float was in the wrong position...the plumber simply moved it to the proper placement.

Since we didn't know that was the case, maybe the two CroppMetcalfe plumbers didn't know either. Makes you wonder why they were there for a sump pump call...Oh and this Cropp visit costed me $86.95 to almost be ripped off. Thanks!
Cynthia C.
Cynthia C.
6/18/2016
I posted this under another Yelp listing for Cropp Metcalfe, so apologies if this appears twice.  I wouldn't bother except that the service was so unfortunate that I think others should know before hiring this company.

* * *

Our 10-year old AC went down in late May and was blowing hot air.  Cropp Metcalfe tech inspected and showed my husband that the compressor was rusted, was leaking, and had therefore failed.  Tech said it could not be repaired.  We would either have to buy a used, replacement compressor for several thousand dollars or replace the entire AC unit for $6000.  This, we were told, was necessary because the refrigerant our unit used was obsolete, so we would need to upgrade, which would require that much of the internal infrastructure (pipes, etc.) would need to be upgraded to accommodate the new unit.

This seemed very odd to me because the unit was only ten years old and they usually last much longer than that.  It also seemed odd to me that no new compressor could be located for our unit anywhere on the planet.  It also seemed odd to me that the Cropp Metcalfe wanted 30% more than the cost of the unit we bought last time.

I called another company, and their tech said that a rodent had chewed through a wire in the unit.  He said there was nothing wrong with our compressor and it was working fine.  He said the unit might have a slow leak of refrigerant, but the cost to replace the coils made it not worth it.  He fixed the chewed wire, added two pounds of refrigerant, and charged us $450.  He said even if we have to add refrigerant every year costing $150 for a decade, this will still cost less than the new unit Cropp Metcalfe tried to sell us, or the cost of a new compressor.

I think this experience speaks for itself.
Ron M.
Ron M.
6/21/2017
Where should I start, CroppMetcalfe A/C tech Omar gave me the wrong diagnosis when he said our a/c unit compressor needed to be replaced for our second floor. He pulled the external electrical box and then scheduled sales to give us appt to go over new unit options the next day. Great!  Problem is he looked at the wrong a/c unit which he marked as the second floor and pulled the external electrical to the 1st floor working a/c unit. We didn't know so now we think both units are bad. We called CroppMetcalfe for another technician to check out the 1st floor unit, and that's when we find out Omar looked at the wrong unit and what he told us was incorrect. I went from a new unit at over $9,000 to a bill for a recharge just under $300. High marks for second tech VJ, that took his time to problem solve. I called salesperson to explain the situation and cancel the install, which was not needed. I even called dispatch to let everyone know what was the real story. Now see a $3,000 deposit charge for a new unit on my credit card statement. Another call to CroppMetcalfe and accounting to explain that I should not have this charge today. Rep was very professional and going to bring up the matter with his supervisor to reverse charge for new a/c unit that was not needed. What an ordeal.  Zero stars for quality of this experience and first tech Omar.  10 stars for second tech VJ.

I have little confidence in CroppMetcalfe from this experience.  It's all in the people that you get with this big company. Poor quality control.
Brian W.
Brian W.
11/16/2014
Very quick and responsive.  They were able to install a hot water tank within 3 hours of me calling them up.  HOWEVER, they charged me $1,400.00 dollars (+)  to do it, which in my opinion is a little too steep BUT I needed it done that day.  They quoted me a few hundred dollars to re-seal a toilet as well...to which I said 'no'!

All and all you are paying a premium for their service...I would use only if needed!
Laura G.
Laura G.
08/11/2017 12:00:00 SA
I recently requested same-day service to review my tenant's complaint regarding a noisy air conditioner. The manager was extremely accommodating and sent a technician within an hour.   This was a situation where the service policy paid off!
Dolph S.
Dolph S.
12/30/2019
My sink had a leak so I called CroppMetcalfe with whom I was a premier or some kind of special customer.  They had provided good hvac service.  The plumber arrived early and said I needed a new garbage disposal.  I said okay and he returned to his truck, retrieved a new insinkerator with a .5 power.  He installed it and was gone in an hour or less. I don't know how long it took him to get here but he got here early. The cost was $682.  I was astonished.  I later (a few days) called CM to check on the cost. I was told in no uncertain terms that $682 was the fixed cost to replace the garbage disposal.  My disappointment in the telephone response was immense. I don't care if plumbing and hvac are different but I don't believe I received any premier customer service. Happy Holidays.
Prairie S.
Prairie S.
3/13/2015
I have been impressed with the technical competence of the Croppe Metcalfe service people that show up at my door. They speak good English, have good manners, where shoe covers through the house, and take extensive care with testing the heat pump system.  I have seen them conduct electrical panel testing on the pumps. They are thorough and know their technical work well.  I would trust this company any day.
Bill L.
Bill L.
10/23/2019
Been a customer of cropp for several years and recently sent the best technicians for my pest control. Would have given them five stars if they had done this in the past.
Rhett T.
Rhett T.
8/26/2019
I've been using CroppMetcalfe since we bought our house a couple years ago, specifically for their HVAC servicing. When we bought the house, I knew the HVAC would need to be replaced in the next 2-3 years if I was lucky, sooner if not as lucky. The technicians who have come out for servicing the equipment have all been very professional and trustworthy. In addition to regular servicing semiannually, we've also had emergency service and duct cleaning done using CroppMetcalfe. In all experiences, the technicians have been on time, done what they said they would at the start of the appointment, and have given me honest feedback about recommendations and whatnot related to the system. We were lucky enough to reach the 2.5 year mark on the HVAC before it became apparent we were at the end of the line (too many emergency repairs) and the technician setup a time to meet with their sales team the next day. While I was planning to purchase an HVAC through Costco's program, I was able to get a better system through CroppMetcalfe for almost the same price (far more efficient to boot). They were able to install within 2 days and system has been running great thus far.
Zack L.
Zack L.
4/24/2017
If I could give a 0 stars I would.  The experience has been absolutely infuriating.  Unless you have a lot of time to waste Monday-Friday I would look elsewhere.  The only redeeming part of the experience is that the dispatchers were reasonably polite even though they were not able to get anything done or dispatch a call correctly.

This is either the most incompetent or willfully difficult service provider out there, I have not been able to determine which.  I had an appointment for a leaky tub scheduled for Friday.  I was very clear with the operator on the phone as to what the issue was.  The technician arrived later than the 5 hour window provided and was attempting to fix a toilet that wasn't broken.  Once he was told it was the tub and not the toilet he said he wasn't prepared to fix the issue and left.  I called on Saturday to reschedule someone to come back on Monday after a very exhaustive conversation with (****) who assured me the right person would come out to handle the situation on Monday.  I called to confirm twice on Monday that a plumber was coming between 12pm and 5pm on Monday and I was told twice that they were.  At 4:45pm I got a call from the technician saying that he could not look at the job and would not be coming out because he wasn't a plumber and that we needed to call sales.  

I called to complain at 4:45pm of course but was put on hold until 5pm where they were attempting to reach a technician as well as the service manager (****).  I was told I would get a call regarding the technicians availability and did not (same day).  I was also told I would get a call from the service manager which I did not (same day).  

This is pretty much 2 full weekdays/work days wasted waiting for technicians and dispatchers who cant do anything except make excuses.

My feeling is that they prefer the small easy jobs like unclogging toilets since they're quick and expensive and more time consuming jobs are a nuisance.
Julie M.
Julie M.
10/10/2019 12:00:00 SA
I've used CroppMetcalfe for the past 8 years for my heating and cooling service. I highly recommend them. All the technicians are professional and well trained. I was especially impressed with Danis Guzman who performed my annual furnace service this month. He did a very thorough job. Thank you!
Elizabeth C.
Elizabeth C.
6/13/2017
Our technician, Tyler Koontz was phenomenal. He communicated his step-by-step process, was thorough, timely and efficient. He even asked politely if he could use my restroom, which I would've been ok with even if he didn't ask, but I figured I'd just illustrate for review purposes how great his mannerisms were. He was kind, and even engaged in conversation with me in a way that I could understand what needed to be done. I'm now a big fan of this company and I plan to use them again.
Soufiane V.
Soufiane V.
4/19/2014
The worst Service company you can hire and they are not honest.

They showed up couldn't fix my problem and charged me 105$ for the 'glorious' visit. Few days later my card was charged 192$.
If I could, I'd give them negative stars!
Stay away from this company ...
Alex O.
Alex O.
11/18/2017
Maryland Sales rep Luke Jackson misrepresented AC report to sell replacement unit and obtained deposit check
As we requested 2nd opinion and postpone sales our calls not answered and two weeks later deposit not returned
I regret meeting this SalesRep
Alex M.
Alex M.
03/05/2018 12:00:00 SA
If I could give this company zero stars, I would. I have scheduled multiple different appointments with them which they simply DO NOT show up to. When I call dispatch, I get reassured someone is on their way.... hours later, still no technician or help.

Case in point: I (stupidly) signed up for one of their service plans (waste of money -- don't do it) and set an appointment for this past Saturday at 7:30. 7:30 comes and no one shows up... 8:30 and still no one, so I call dispatch. Oh, someone will be right there, they assure me. 9:30... no one. Call again and am told they will have the technician call  immediately. No one calls. I call them a THIRD time at 10:30 and the dispatch person assures me that she'll call me right back as soon as she talks to the tech to understand what's going on. NO CALL BACK.

This was my most recent experience. Several months earlier, I used them for another issue and they flaked on THREE separate appointments -- simply never showing up.

If you have a ton of money and endless amounts of time, I would highly recommend this company as a great way to drive yourself crazy. Otherwise, stay away!
Sara B.
Sara B.
9/18/2018
I never actually got to evaluate their work because they didn't come.  They gave me a window of 2-5 so I had to take off four hours' work, losing that income.  At twenty minutes to 5:00, they called to say it would now be 5-7, but I need to leave at 5:30 for work so I couldn't accept that.
George W.
George W.
6/26/2017
Ray did a great job. After arriving on time, he went over the steam heaing system, replaced the filted and gave me some pointers on system maintenance.
Glen B.
Glen B.
10/18/2018
I hired CroppMetcalfe to repair or replace my whole house dehumidifier. It was determined the dehumidifier had failed and the manufacture would provide a replacement unit under warranty.  After waiting 30 days with no word from CroppMetcalfe I contacted Aprilaire directly and received a new unit under warranty in one week.  Aprilaire was awesome....CroppMetcalfe not so much.  Won't use again.
Holly R.
Holly R.
06/01/2016 12:00:00 SA
Having the worst experience with this company as we speak.  We've had decent experience in the past for standard service visits over the past couple of years, but not today.  Our A/C appeared to be malfunctioning, and so my husband scheduled them today between 12-5pm.  He waited all day--no one showed up, no one called.  My husband called them at 3, 5:30, and 7pm.--each time, they assured him someone was still coming.  Finally, at 8pm, he calls them again, and they say they'll send someone right over.  Finally at 8:45 a technician arrived.  

It is now 10pm on a Wednesday night and the guy is STILL here.  He's already succeeded in waking up my 4yo once by slamming a door or something.  We both have work and other stuff to do, which is disrupted by this late night visit.  This is beyond unacceptable.  They haven't even diagnosed definitively what's going on, but they're still charging us.  I've never had customer service this poor.
Ruth W.
Ruth W.
8/27/2019
I cannot say enough good things about the CroppMetcalfe service!
Kelly R.
Kelly R.
8/15/2018
Update: Plumbing-- We previously used CroppMetcalfe for plumbing issues in addition to HVAC needs (see review above for TERRIBLE HVAC experience).  We had repeat issues with a clogged shower and CM had come out a few times to unclog.  After our truly awful HVAC experience, we cut all ties with CM and called a local plumber when 3 months after our shower was unclogged by CM, it clogged again.  This plumber said that our drain was completely clogged because of years of calcium build up, and he scraped it all out of the pipes.  It seems that CM was simply clearing out hair and debris that was getting easily clogged because of the hard calcium build up that was narrowing our pipe.  The local plumber was in and out in half the time that CM had been, and he actually fixed the real problem.  It has been almost a year since then and we haven't had any clogging issues, whereas we had CM coming out every few months to fix the problem.  What a sham.  

We had previously had a bathtub leak that took 3 CM plumbers to fix, all with varying ideas on how to fix them, including major gutting of our bathroom, which thank god we declined.  Luckily the 3rd guy they sent knew what he was doing and it was an easy fix.  Don't roll the dice with these guys.  We should have taken the warning with this situation and never looked back.
Kostas S.
Kostas S.
8/21/2017
Horrible experience with this company. They conned me into buying a bronze package so that I could get faster service and a discount. The next day after I got a quote for $10,000 to replace my unit I promptly canceled the bronze policy for which I never received a refund even after being told numerous times that I would. I got a second quote for half that price and went with another company.  Can't get anyone to call me back regarding my refund.  Have reported them to better business bureau.
Scott T.
Scott T.
2/15/2014
I wanted to thank Bill D. for doing an awesome job of fixing my furnace. We woke up to no heat this morning and called CroppMetcalfe and Bill was here in less than an hour.

Bill was very pleasant and efficient. The problem turned out to be minor, fortunately and Bill had it fixed in a jiffy. The hum of the furnace was music to my ears. The price for the service was very reasonable considering that today is Saturday.

Thank you, Cropp Metcalfe, for turning the heat up. You guys are fantastic. I will recommend you to all my friends and associates.
Adrienne M.
Adrienne M.
12/16/2016
Have been an HVAC customer for years. Just obtained a plumming contract a month ago. Boom needed it today and put a request online and with an hour a call came in-they were here this afternoon and within minutes it was diagnosed and fixed.

So easy and worth every penny. Great techs in both divisions and excellent customer service on the phones.
C H.
C H.
6/15/2016
If I could give them a zero star, I would.  This is a dishonest business.  My AC broke down before Memorial Day and I got a quote for $2000 to replace the coil.  I was told that there was a bad leak and all the refrigerant was leaked out.  It was so bad that they couldn't even add any for it to keep cool temporarily.  I did some research myself afterwards and got another company to give me a second opinion.  The company came and fixed it right away.  They told me that someone disconnected the electricity on my AC unit which is on the roof.  I then called Cropp back and spoke to a manager to demand a refund.  The manager was rude and accused the other company of not fixing my AC properly.  Eventually, he agreed to give me a refund after I told him I would report them to BBB.  It has been two weeks and they still have not refunded me.
Anne M.
Anne M.
6/25/2019
I had to use this service twice in the last couple of years and have no complaints. Very professional and on time.
Cheryl W.
Cheryl W.
6/24/2016
Judging by two service calls I've had from a Croppe Metcalfe man, I am very impressed with the company. I really appreciate the way that Mr. McElwee treated my home as he would his own. He put on or took off the shoe covers he'd brought each time he went in or out. When he finished with his inspection of the outdoor equipment, he carefully locked the back storm door as well as door--just as he'd found them. He was professional, considerate, clean, reliable, and competent.
Wayne M.
Wayne M.
5/30/2019
We have never had a problem with Cropp Metcalfe for the many years we have used HVAC service.  We recently had a faucet replaced and a battery back-up sump pump installed.  They are not cheap but do a good job and are worth it.
Richard P.
Richard P.
5/25/2017
I had a terrible experience with Cropp Metcalfe and would absolutely never use them again nor would I recommend them to anyone. I was in need for a new HVAC unit, both interior and exterior. I had a salesman come out on Thursday to take a look and told me he would have an estimate to me Thursday evening or Friday morning. By Monday, end of business, I still hadn't heard back from them. I called them and spoke to someone who promised to get right on it. I NEVER heard back from anyone. I called again Tuesday at the end of business and once again, the phone tech was HORRIFIED that I hadn't heard back and promised she would be right one. Guess what, Wednesday I never heard from anyone.  I finally got a call back from the salesperson who still didn't have the estimate, nor did he apologize for never getting back in touch with me.

Cropp Metcalfe obviously doesn't need our business so don't call and waste your time!
Rob P.
Rob P.
12/10/2013 12:00:00 SA
I have used CroppMetcalfe to have my 12 year old central heater and AC unit replaced. With that purchase I also purchased the premium service plan that was supposed to give me 5 years of free maintenance.  Well, my first maintenance appointment came up recently. I come to find out that they are charging me $158 for the visit. They told me the charge was for the filter which is not included in the maintenance plan.  I find this deceptive because it wasn't discussed during the time I purchased my units from them or during the appt phone call where they told me the visit was free. I also discovered that the filters can be e purchased online for about $35. Sounds like a rip off operation to me.  I will be buying my own filters from now on.

Also, when I asked the technician why I needed to have our thermostat set at 78 degrees to feel warm he recommended that I send another $500 on a humidifier. This after just spending $10,000 with these guys to replace the heater and AC unit. Then he recommended an air duct cleaning service for $500.  These services routinely cost $250 with other companies.

I recommend that anyone doing business with these guys to get everything in writing ahead of time and gets lots of second opinions.
M K.
M K.
2/20/2020
It was supposed to be a routine annual maintenance visit. It turned into a nightmare. The system was working fine at the start. Recommendations were made to improve the function, as well as protect it. Not realizing at the time, these improvements would cost $881, I agreed. In hindsight I should have declined since problems started after that. First the smell of smoke a few weeks later which showed burns on the inner unit and the high voltage wires melted and disintegrated from a loose wire. A week later all the refrigerant had leaked out. Multiple leaks were found around areas where the improvements were made. Another $800 to find, which I had agreed to not knowing it would cost that much.  Speaking to a representative, he agreed to make it right, by crediting some of the money towards a new system which I now needed. When I told him I lost confidence in CroppMelcalfe, he told me it was a moot point to discuss any further.  I spoke to another manager who was concerned and would get back to me, which he didn't. Needless to say a new unit had to be installed. This whole experience has been a costly one. A lesson learned to leave well enough alone.
Joyce S.
Joyce S.
4/17/2017
I have had a service contract with CM for many years, 9 or 10, and early on was very pleased with their service and quick response, however, the last couple of years my opinion has changed.

I just spent over a half of hour holding on the phone to get through to someone to schedule my spring maintenance check on my AC.  I had the same trouble last fall trying to schedule my furnace maintenance.  The earliest appointment, I was told, would be in 6 weeks.  When I complained he said they could squeeze me in a little earlier in I month.

Up until now I have been pleased, for the most part,  with this company but they no longer are the company they used to be,  I think they have spread themself too thin by expanding into plumbing, pest control, duct cleaning  etc.  I believe they are understaffed and when my contract comes up for renewal in the Fall I will be looking for a new servicing company.  

Also, when they started the plumbing service I did contract for that but dropped it after one year.  While cleaning out one of my bathroom sink draines, he cracked the sink.  I didn't notice this until after he had left and called about it but got no returned call as promised.
Rebecca C.
Rebecca C.
10/16/2014
I have used CroppMetcalfe for HVAC maintenance for upwards of 20 years and in two homes.  We were with Simpson Heating & AC way back when, and Cropp acquired that firm.  

They continued to provide us with good service and reasonable rates.  In fact, we've had a maintenance contract with Cropp for years for our seasonal checks.  The technicians that visit our home are knowledgeable, polite, honest, and customer-service oriented.  

I do advise that if you need a seasonal service check, scheduled it early.  Their appointments book up quickly.
Catherine F.
Catherine F.
1/28/2014
Brigham Thomas, Plumbing Technician, was an amazing service man. Winter 2014 in DC has been awful, especially on the pipes in my apartment. I lost heat in the morning due to a combination of a leaking heater and a clogged pipe. Brigham arrived at 12:30pm and was here till 4:30pm doing everything in his power to fix the problem. Although the heater has to be replaced and the clog is still there due to frozen pipes and 12 degree weather, Brigham talked me through everything and ensured that my wallet wasn't emptied because of all the needed work. I seriously cannot say enough good things about him.

I'm not happy that all this happened and that my heater is SOL, but a crappy day could have been made a lot worse had I gotten someone who wasn't as patient and as thorough as Mr. Thomas.
Sonny C.
Sonny C.
04/02/2019 12:00:00 SA
The technician arrived on time and was professional, personable, and very knowledgeable.
Mike B.
Mike B.
04/02/2018 12:00:00 SA
Worst experience ever. The installers were ok but did not check a gas leak after installing. Waited on the phone for 3 hours as they tried getting someone to come back out. This was in the middle of winter so had to stay outside in our car with our 5 month old baby. Someone finally made it out and told us we had to sleep somewhere else that night to make sure they found the leak. They credited us $200 (barely enough to cover our hotel room) on a $5k bill. I will never use them again.
Alan W.
Alan W.
7/26/2012
If I can give them no Stars, I would.  Too bad it's the lowest star you can give.  

Terrible work and service.  Came out and didn't know how to fix my AC unit.  Then said that they had to do research on how to fix it.  Sent 3 guys out within 2 of the hottest weeks (90-105 degrees) and none of them knew how to fix my AC unit.  I asked for a refund, but the manager refused to give me a refund.  He said that they give me their opinion on what they THINK is wrong, but couldn't fix it.  They offer to come again to ATTEMPT to fix it, but I had another company come in.  The new company fixed it in one hour.  

CroppMetcalfe told me that it would cost me an additional 500-600 dollars for them to do some more research and TRY TO FIX IT.  Would not give me a refund.

DO NOT WASTE YOUR MONEY WITH THEM!!!  The owner is horrible!  Said that he will not give me a refund because he had to spend hours researching on how to thing my AC.

I HAVE NEVER SEEN A PROFESSIONAL TELL ME THAT THEY NEEDED TO DO RESEARCH AND COME BACK.  

THEY CHARGE YOU SO THEY CAN PRACTICE ON YOUR AC UNIT.  If you part breaks, they will charge you more.
Jennifer C.
Jennifer C.
7/25/2012
Terrible work, I called them to fix an AC unit in a condo and two weeks later it broke again.  A couple days later ( too bad I didn't know how bad their service was ) I used them for another job in an Alexandria townhouse and they charged me twice for something that they said would be incorporated in the final bill.

I would never employ their services again.
D J.
D J.
07/10/2018 12:00:00 SA
Never called me back after calling the main line twice and leaving a message directly with the technician. Poor customer service. Go elsewhere.
Mariposa S.
Mariposa S.
9/21/2016
Amazing!!!! I would highly recommend for roaxh infestation. They found the source instead of just spraying (like what most companies do) and I was able to get out of my lease for proof of source. Very grateful for this company. Inspection free!!!
Mike K.
Mike K.
04/12/2011 12:00:00 SA
I scheduled these guys to come inspect my HVAC system, which is required by my apartment building.  Scheduling was a breeze and the person I spoke to seemed very courteous and professional.

Flash forward to the day of the appointment...

I was told that I would be called before the time frame of my appointment (1pm-5PM)... I never received such a call.  I called them at 4pm, got transferred to dispatch, and was told I was next.  Can't tell you how many times I have heard this and it typically means either oops, we forgot about you or eh, whatever.  In any case, I waited an additional hour and a half. It is not after 5:30 and when I call, nobody is in the office.  

These jerks don't even have the courtesy to call you and tell you they won't make... they just stand you up.

Thanks for nothing losers
Pe E.
Pe E.
2/15/2019
Scheduling team is fantastic, guys are friendly, clean, and informative.  had a roman tub, kitchen faucet, reg tub-faucet fixed and both service men were great.  Price seems reasonable.  Very pleased.
Marilyn S.
Marilyn S.
10/21/2016
Called them for ants and mosquito spraying. Very prompt, courteous, and neat. Did a series of three for each and you can schedule them automatically or however you like. No pressure.
Nice follow up with emails of receipt and satisfaction survey. Always reminded me day before and tech called on the way.
James P.
James P.
04/10/2013 12:00:00 SA
We have had Cropp Metcalf for years, and we have their Gold Policy to come and service our systems twice a year for preventive maintenance. They do some good things, and their fixes had been fine, but over the past year, things have gotten worse.  The technicians are nice and competent, but it seems they always try to sell something additional to us every time they come.  

They are now bad at meeting their appointment times, and they don't even call when they are going to be late.  Their phone support system isn't great - as I'm on hold for 20 minutes when trying to find out where they are.  So - it's very frustrating to deal with them.

I'm about to search for a company to replace them.  I'd give 1 star for service/support and 3 stars for overall quality.
Brian G.
Brian G.
02/02/2017 12:00:00 SA
Our furnace started making awful noises during the first really cold week of the year.  The firm that's been servicing the furnace for 13 years was too busy to help us out!  And so was everyone else in town.  We were going to wait weeks for a repair.  But CroppMetcalf came to the rescue.  They sent someone out that night, ordered the necessary parts, and had the furnace repaired within three days.  Thanks for providing such excellent service!  And I look forward to working with you more, as an annual service plan member.
Sue B.
Sue B.
1/30/2017
Cliff really knew what he was doing. He was the first to identify the issue with the inadequate return flow after technicians from several other companies did not catch the problem. Thanks Cliff!
M L.
M L.
04/10/2016 12:00:00 SA
We were charged for service before it was completed.  To unclog two bathroom sinks WITHOUT a snake and replace to outside faucets.  MUCH TOO COSTLY.  We will never use this company again.
D M.
D M.
5/25/2018
Finished the job on 5/25.  Guess no one from this establishment wants to follow up with me.  I see no reply on Yelp, whereas other posts were commented on.  It's ok, sorry I wasted $285 on the year contact, but live and learn in the DMV, where there is no apology and only an OOPS factor.
Garrett O.
Garrett O.
7/22/2016
Fast, friendly, and professional service. In this heat you can't mess around and these guys put in our new AC unit within 2 days. Would have been one day but I wasn't available. This was our second opinion on a malfunctioning AC unit. The Cropp team was quick to pinpoint the problem and recommend the solution. Their opinion was the same as our first guy so it was good to know they were both honest. From the first visit through the sale to install everyone was great!! My house was cooling right away and they walked me through every step they took to ensure total quality. Can't say enough about these guys. Tim Cropp and his crew work hard in a very tough business. There is a lot of competition out there and you will never make everyone happy but I highly recommend you give CroppMetcalfe a shot. 5-stars!!!!
Lisa M.
Lisa M.
01/06/2018 12:00:00 SA
They came out today to replace our furnace.  Took longer than what we were told.  Said they have to come back an additional day because pipes were not the right size.  Asked if the person who came out to sell us the system looked at the furnace/pipes - as if he should have known.  Said furnace would work fine in the interim.  Worked for two hours and now NO HEAT.  Called the 24/7 number and were told someone would call us back.  No one did.  Called again and was told they would call at 6am or shortly thereafter because they already had plenty of people to work for tonight.  More great service!  When I asked who I was speaking with and where they were located they would not provide a last name or say where they were located.  What is their call center the Mafia or the FBI??!!  I wanted information for my credit card company for when I dispute the charge . . .
Rita D.
Rita D.
12/18/2018
They came the same day. Fixed the problem quickly. Very professional. Thank you Cropp Metcalfe.
A G.
A G.
08/01/2016 12:00:00 SA
Good luck getting someone to call you back. We rent MOBILE OFFICE TRAILERS, another company apparently solicited CM's services and told to bill us. THIS SERVICE WAS NEVER REQUESTED AS OUR TRAILERS DO NOT HAVE NATURAL GAS.  The service ticket says tightened TRAC pipe (which is flexible gas line).
UPDATE
It does appear that after sending a certified letter to the owner that it has been resolved.  Or at least we haven't heard anything else in a while
Jeff B.
Jeff B.
6/29/2016
If you are a service contract holder it is good, especially the gold which covers parts and labor however some of the technicians definitely are in it for profit, we have a new heat pump and outside unit and the technician showed up telling us the unit is at least 5 years old, and recommended services that were not needed such as a coil clean.  Some technicians the more senior ones are preferred.  We have had problems with the newer / younger technicians recommending work that does not need to be done or services you do not need.  When we priced a new unit they were over 2000 dollars higher than any estimate we received
Ruben M.
Ruben M.
10/23/2019
Another company recommended this company to me to repair my furnace, and although their fees are extremely high ($105 for the first 30min of trouble shooting and $30 for every 15 min extra) I decided to give them a try since as first customer they offered me a flat rate of diagnostic of 69$ for unlimited time. They gave me a window from 1pm to 5pm to the technician to show up, so I had to leave work very early. I waited for updates until 4:30pm, when I decided to call the company. After I waited on the line for a while I was told that the technician was running late and he will show up in the window of 5 pm to 6pm. At 6 pm they called to tell me that the technician was available. At that point I decided to cancel the appointment. This company shows a lack of respect for the time of its customers. In my case one of the managers apologized and he offered me a special offer, a flat rate for troubleshooting of $69. At that point I realized that this company is a complete scam.
Dale B.
Dale B.
11/09/2018 12:00:00 SA
We have been with Cropp-Metcalfe for our HVAC and Plumbing maintenance and repair for many years. The most recent maintenance technician was one of the best I have had service our system in 10 years, very thorough, knowledgeable and personable.
Mark T.
Mark T.
05/11/2018 12:00:00 SA
Bottom line don't use them. To start with,what they quoted was totally different from what they ended up charging. Then once we established that the Part in question was under warranty they only refunded part of the money for the part. Received many different answers from many different people with in the company
Veronica L.
Veronica L.
1/27/2019
I haven't had a chance to observe or receive their service as they NEVER called me back after THREE (3) calls regarding a rodent issue!!!! This is how they handle 24 Hour Service?? I cancelled the call after 10 hours of no response. The ladies who took my phone number(s) were very nice, though.
Peter M.
Peter M.
05/04/2015 12:00:00 SA
Absolutely THE WORST Customer Service I have ever encountered.  Took over for Peed Plumbing , I never had an issue with Peed, their techs, their service support. Mr Peed sold to Cropp and I called because no hot water.  Tech showed up on time but I wasted the entire afternoon while he tried to get State Water Heater Co to cover repairs under warranty.  I then spent the next 2 days with State but had to also have Propane dealer come and inspect for pressure problem CM tech said he found.  Alas, no pressure issue.  Called State Heaters and was told to have CM call for reference number parts to be okayed for warranty repair.  Called CM on Thursday afternoon and gave info.  Called Friday morning to check to see when repairs could be completed and parts not ordered.  Called Friday afternoon and parts not ordered.  Called Monday morning (starting to stink because no hot water) and parts still not ordered.  2 hours later spoke with service manager who stated a litany of problems with my system, all of which were not true.
I have had ZERO return calls from Cropp, ZERO follow up after paying $87 for the initial diagnosis and Cropp says they purchased Peed business but not their service contracts or warranty or liabilities.  I have ZERO faith in Cropp regardless of how many commercials interrupt my TV watching.
Called local plumbing company, O'Quinn's in Leesburg and they called State Water Heaters while I was on phone and have arranged for repair completion.  What a refreshing relief to the incompetence of CroppMetcalfe.  I had been on ho;d during my phone calls to CroppMetcalfe for a total of over an hour for 3 phone calls.  Promised return calls NEVER happened
Bruce J.
Bruce J.
9/26/2016
This review is regarding the plumbing service only.  My opinion of the HVAC service is presently far more favorable.  I am and have been a plumbing contract customer for several years.  Last week, I called and scheduled a plumbing service to replace a brushed nickel tub spout with diverter in one of our tubs.  The price quoted on the phone was ($181.00) and matched the estimate I had received a few months earlier from a CroppMetcalfe plumber who was doing a plumbing inspection per contract.   One day later, I received a phone call stating the written estimated will no longer be honored and the new price is now $345.00.  I questioned a nearly 100% price increase and why I was quoted a far more reasonable figure 24 hours earlier.  The only response was increased cost of supplies  - especially brushed nickel.  A second individual called to schedule a time and said that price is final.

I did research over the weekend.  The cost of the part (retail) is $25.00  and there is no difference in cost if in brushed nickel.  I called another technician (certified plumber) who previously serviced our washing machine (not CroppMetcalfe).  He stated a far more reasonable installation price if I was to purchase the part myself.  My new total cost represents a savings of slightly over 75% as compared to CroppMetcalfe!  I immediately canceled the scheduled CroppMetalfe service call.  My annual plumbing contract is about to expire and I seriously doubt I will renew after this experience.
Laila L.
Laila L.
1/18/2013
This review is mostly for their plumbing prices. I've used them to maintain my HVAC system and they have so far done a good job (bronze policy member). I mean I haven't had a major breakdown with my HVAC for the past 5 years so I guess the maintenance is working or I'm just lucky.

However, I wasn't so lucky in the plumbing department. My toilet starting spewing water out of its tank and I determined that I had a leaky fill valve. I was debating to change it myself but I was afraid to gamble with my toilet, lest, one day I flush my toilet and all of sudden water keeps flowing. Eeeck. So I called CroppMetcalfe for their plumbing services. The man came on time and was very friendly. He told me that I had a leaky fill valve (which I already knew) and didn't try to sell me another service. He changed it out in less than 30 minutes and you know how much it cost?! $212!!! That's right $212 to change a fill valve. Also, if you call them to come out just to see what's wrong, even if they didn't fix anything, that's an automatic $80 charge. Pretty steep prices. Will go somewhere else for plumbing.
J B.
J B.
03/03/2015 12:00:00 SA
Last winter, the shut-off valve that leads to the outside faucet on the front of my hose failed.  So, despite the fact that I had closed the valve and drained that pipe, a small amount of water leaked through the rubber gasket.  That water froze and the pipe leading to the faucet exploded.  The water runs along the wall between the garage and the foyer and water flooded into both areas.  I had to tear out the drywall and insulation, replace the molding, and repaint both areas.  

Cropp Metcalfe's technician, Nasir, tells me how he can just repair the valve by replacing a rubber washer. I questioned that, because it wouldn't be that much more trouble to replace the entire thing rather than taking the valve apart and replacing one part.  But, he was in a rush (a lot of pipes burst that weekend) and he said he would only replace the washer.  

Maybe I should have known better, but I didn't ask him to write out the cost before he started work. Before he started, he told me it would cost a certain amount.  When he was done and gave me the invoice, it was $50 more. He told me I must have misheard him, but I know what I heard.  Virginia law requires all licensed contractors have a written contract before they begin working, so you are well within your rights to insist on that.  Here was another problem - he didn't write on the invoice that he'd repaired the valve - remember that. He did the work and rushed away - I paid $358 for an hour of labor and about $30 materials.

This winter, the pipe broke and sprayed water again. It popped apart at the place where Cropp repaired it. I was shocked because I had closed the valve and drained the pipe (at the faucet and the bleed valve) before it got cold. I called Croppe because any repairs would be covered by warranty. When the new technician came out, he didn't know Cropp had repaired the valve because it wasn't written on my invoice. I told him someone replaced the washer the previous winter, and he quickly said something along the lines of, Oh, no, you can't do that, you can't repair those things. You never repair it, you just replace it. He said it's pretty much impossible to replace the washer in one of those valves and have it work correctly. He said the washer failed (again) this winter and let water into the pipe and the pipe froze when it got cold.  

I told him that Cropp had been the ones to replace the washer instead of replacing the valve and he said that they hadn't, because it wasn't written on the invoice.  He said it would be my word against theirs, which made me pretty angry because I don't appreciate someone coming into MY house and calling me a liar.  I told him that because I had been dealing with the insurance company last time, I took pictures of everything, including the Cropp plumber replacing the washer.  At this point, he said he had to go out to his van to write up an estimate for the work.  Then, he got in his van and drove away.

Before he ran away, he told me he would charge another four hundred dollars to fix it. He also said that he could only do it for that price because he wasn't going to write everything on the invoice, so he could charge me less.  That seems to be the standard practice at Cropp, they charge you a ridiculous fee and claim to discount it by not writing everything down on the invoice.  Then when something goes wrong they'll deny having done the work in the first place. I asked him why they would charge me four hundred dollars to re-do work that they didn't do correctly the first time, and that was when he called me a liar and stormed out.  The worst part is that it wouldn't have cost any more to have it fixed right the first time.

The day after Cropp called me a liar and ran away, I called to talk to a manager.  It took four calls to get one on the phone. The manager, Allan Oddenino, refused to take responsibility for any of Cropp's mistakes.  He couldn't explain why the pipe had popped apart and refused to honor any type of warranty on his company's work.  He admitted that his employees had made mistakes.  He admitted that the valve had failed and that it should have been replaced instead of repaired.  However, he claimed there were too many variables for him to take responsibility for what his employees did.

I was floored.  Cropp did a bad job and a pipe that they replaced broke the next winter!  I had to tear out the drywall and destroy the garage again.  Water poured into the foyer and I might have to replace all that molding again.  I think they know they can thumb their nose at me because they're a big company and they know I can't  actually hold them accountable. So, if you're looking for a company that will call you a liar, do a rushed job that doesn't actually fix the problem, and then literally run away and hide when you dare to complain, you should go with Cropp Metcalfe.  There's a reason this company has such bad reviews. If you're looking for a company that stands by its work, look elsewhere.
Marjie M.
Marjie M.
01/10/2018 12:00:00 SA
The WORST company I have ever worked with.....non-existent customer service, product that doesn't work, and they do absolutely nothing about it.  A return call is unheard of....the good news is that whoever is in charge of teaching the art of customer service at Cropp Metcalfe, is doing an excellent job because all of the managers do not know the meaning of the word.
Mike S.
Mike S.
02/06/2013 12:00:00 SA
We have worked with Cropp-Metcalfe both for plumbing issues (fixing a badly-installed toilet; general home inspection) and HVAC issues (heat pump system replcement), and we've been very pleased with the results.

In all cases, we have found both sales representatives and technicians to be friendly and professional, but a particular standout is Giddian, our regular plumber, who epitomizes punctuality, professionalism and good customer service.
Chris S.
Chris S.
1/26/2015
Dear CroppMetcalfe - On Friday a tech came out and told me my (at the time, perfectly functional) furnace was near death due to its heat exchanger and so I scheduled an appointment for an estimate. The next morning we noticed that it hadn't been heating at all since the previous afternoon. (translation: you broke my functioning furnace) On Sunday you sent a tech to see if you could repair the furnace you broke. He took one look at it and declared it dead beyond repair. The heat exchanger is broken, he said. Didn't actually check anything, just looked inside with a flashlight, said no point and left.
(Have you noticed it's cold out there? I noticed.)
This morning a very nice gentleman from Climatic Heating and Cooling, Inc showed up and discovered that there was *absolutely nothing wrong* with the heat exchanger.
No, nothing.
The limiter had gone bad. Again, it went bad *while you were checking it* and had been fine up to that point.
It's been replaced now with a not-quite exact part that will give us some heat for the next few days while we decide whether to replace it with the exact part or replace the furnace.
oh - and by the way, Cropp-Metcalfe? we'll be talking to these gentlemen about that new furnace, not you.
In fact, don't expect to hear from us again. And probably not the rest of my family either.
Scot S.
Scot S.
12/04/2015 12:00:00 SA
First, the technician was very professional, knowledgeable, and performed a quality inspection. I think the inspection cost itself (~$80) was a pretty good deal. I soon realized why they discount that cost so heavily - they hope you know nothing about HVAC and will blindly follow any recommendation they make.

However, it was clear from the minute the technician arrived that he was a commissioned employee out to sell me anything he possibly could. He absolutely tried to sell me things that I didn't need and clearly take advantage of me hoping I didn't know what I was talking about. Each time he'd try to explain a problem I had (that of course I needed to pay an exorbitant cost to resolve - he knew exact costs of everything right off the top of his head), I'd ask a prodding question, then it became something optional that I should consider for the future. Literally every other phrase out of the salesman's, err technician's, mouth was you should purchase our service plan.

The technician did find a cracked evaporator coil in my unit that needed replacement, which was a warranty part. I was told by CM that re-use of freon was not allowed, and that the cost of the repair would include all new freon for my entire system (a little google searching led me to discover that freon can absolutely be re-used assuming it's not full of dirt, and it's perfectly within code to do so). CM's estimate to replace the coil (labor only) was $1500. I checked a few local places, and found a family-owned business that completed the job for $350.

If money is no object, CM seems like a perfectly good choice. But if you're on a budget, there are MUCH better options out there.
Eliza H.
Eliza H.
3/24/2015
Someone from Cropp Metcalfe came out March 7 to give me an ESTIMATE for the plumbing work I needed done.  The cost for the visit was about $86.  I was told I'd get a call that Monday with my estimate.  I never got a call.  I called around the 12th or 13th, and received a call back (voicemessage) from someone apologizing and saying he'd call me with my estimate that following Monday, the 16th.  It's now the 24th.  I called this morning to speak with someone and requested my money back for the estimate.  I was told it was't an estimate, but a diagnosis, so I couldn't get the money refunded.  I asked for my money back because, after over two weeks, I was no longer interested in using their services and I did not get what I initially paid.  As I explained to the woman on the phone, I didn't need Cropp to diagnose what was wrong.  I already knew what I needed done, which is why I called them to come out.in the first place.

So, this morning the receptionist placed me into someone's voice mail (maybe a manager) and I left a message explaining the situation.  I'm not expecting to hear back from anyone at this point, and I'll write the estimate price off as a loss.  I called them because I saw so many of their trucks in the DC area, and figured quite a few folks were using them and they seemed to be a reputable company.  I was wrong.

I'm giving them ONE star because Yelp won't let me post my comment with ZERO stars.  I'm very disappointed.
Jeff S.
Jeff S.
07/10/2018 12:00:00 SA
You guys are awesome, I had a nightmare with shoddy contractors working my HVAC system.  I finally called CroppMetcalfe and have had nothing but exceptional service.  They worked me into their schedule on short notice, showed up exactly when they said they would and fixed the problem two other companies had failed to resolve. So glad I finally found someone I can trust.
SideShow B.
SideShow B.
5/30/2013
It was a few years ago, but I will never use Cropp Metcalfe again and that isn't going to change.

My A/C stopped working in the middle of a 90+ heat wave, so I called them out to take a look. They said they could not fix it then, that it required a special order part, and the repair would be over $350.

Not content with waiting a few days for the special order part, I started poking around the AC myself, and as far as I could tell it had no power. I checked the fuses in the fuse box and found the one for the AC had completely blow. Went to Home Depot and got a new one for a couple dollars and put it in myself and got my AC working again.

No part you can find at Home Depot is special order.
Ramona I.
Ramona I.
6/14/2017
Technician visited our home approximately 3 weeks ago, supposedly diagnosed and repaired our AC problems, charged us $900, and the AC performed worse after the technician left than when he came.
VeeAyBoy L.
VeeAyBoy L.
8/18/2015
Not much to say positive or negative. They performed a check of the A/C and preventively replaced a controller at a reasonable price. The tech was good and very efficient and informative.

4-15-2016  I had Cropp out for a presummer maintenance and they sent the same tech who di a great job.  I was very satisfied.  THEN about a week after he was here there was a terrible racket in the duct work. A hammering sound is the only way to describe it.  After it happened again for each of the next several mornings I called customer service and the next day the supervisor came by. He inspected the work and found it fine but went ahead tightened the damper wing nuts to keep air flow from making them rattle.  Next morning a huge racket again.
I had a sound recorder app on my phone so I could capture the noise.  I went to the basement to do just that and it was LOUD.   Every 20 or 30 seconds there was a pause in the racket and I heard a faint bird call.  So back up stairs and out the back door and there on my metal furnace chimney was a Red Header Woodpecker hammering away with his beak on the metal cap.  It would hammer then do a little dance and make calls. Obviously some kind of mating ritual and I guess he finally succeeded because it stopped about 4 days later.  All this to tell you Cropp just picked up a fifth star for outstanding customer service.  Not to mention a big laugh when I sent them the recording of my horny woodpecker.
Bahram R.
Bahram R.
06/01/2017 12:00:00 SA
I own a business in DC and based on reference from previous owner.  So negotiated an upkeep and maintenance contract for 1 year.  Requested our first maintenance with their receptionist at 8 am so that it would not impact our customers.  The lady said 8 am is perfect so that they can do the maintenance and move on to service calls.  The guy shows up at 8:10 and says this is a service call!!! So after 40 mins of back and forth with their office, they said the technician does not have filter or any of the maintenance supplies!!! So this will be treated as a service call and I will get charged for it and they will come back for maintenance!!! So I hesitantly accepted this and the tech comes back with a $397.50 bill!!! For 20 mins of 'work' and clearing the condensation line!!! I was very disappointed with this situation, paid the money and cancelled my annual maintenance contract with them.  Just had to share my experience with others so that you won't fall into same trap.
Mary S.
Mary S.
6/16/2016
I was a previous customer of Harvey Hottel and was disappointed to find out that Cropp Metcalfe had taken over their residential services, and had to wait over a week for the HVAC service. I was, however, pleasantly surprised at the the service Momodu Kamara gave us. I didnt have to ask him to put protective booties on, and he was very courteous. When I told him the AC didnt seem to be as cool as usual, he showed me the damage to the part which needed replacing, and explained the costs before proceeding. After Momodu cleaned up everything, we discussed a future service plan, and I signed up for the Bronze level for now, but I was impressed by the overall experience and didnt feel like I had been ripped off or pressured into a plan
Bonnie K.
Bonnie K.
2/16/2015
Waiting over 7 hours for an emergency call after a carbon monoxide alarm response from the fire dept. at 3pm, customer was told repairman would arrive by 6pm. Current service contract, 3 calls to customer service. It is almost 11pm, we would have evacuated if we knew this company was so unresponsive.
Peter D.
Peter D.
9/30/2016
We had a new rooftop unit installed some time ago,  which involved the expense of a crane and the required crew.  It has leaked from the very next day. It is my belief that the unit was damaged in shipment, causing a seal to fail and allowing water from the condensate coil to leak into the house.

The unit has leaked from Day one.  K-M has been out to the house at least 10 times looking for the 'leak' and we are getting tired of the runaround.  The only way this will be fixed is for the unit to be removed and taken to ground level for a complete inspection by the manufacturer to see what is causing the drip.   The only thing that changed was the old unit was removed from the roof and C-M put the new one on.  The homeowner stood on the sidewalk.

I hope somebody from CM will step up and do the right thing.
Jill D.
Jill D.
7/22/2015
The technicians are wonderful, always very professional, thorough and cordial.

The business office is terrible.  We've had several errors on our billing.  

And the worse is their scheduling.  We have never received more than a robo call the night before notice that they are coming the next day.  Several times we've gotten robo calls that they were coming and nobody came.  Sometimes a human has scheduled an appt. for us when we call and we get a robo call confirmation and still nobody comes.

I can't believe this place has a 5 star rating.  Was this a rating from their family members?
Corey M.
Corey M.
07/07/2015 12:00:00 SA
This company is truly a symbol of an epic failure. CroppMetcalfe has the most unprofessional customer service. The problem started when a job that I paid for turned into a living nightmare. They inconvenienced my renters in the property by taking longer than expected, and failing to diagnose the origin of the problem. As a result, I had to pay for yet another expensive job that still remains questionable because there is a consistent leak in the bathroom. Please people, stay away from the company. Currently, I deal with Michael and Sons. Lastly, after spending several thousands of dollars you would think a follow up call would have been made. The only call I received was from accounting stating that I had an outstanding balance, which was erroneous. STAY AWAY!!
William K.
William K.
01/12/2015 12:00:00 SA
What impressive service. Usually, when I think HVAC issues, I picture a dirty construction worker showing up at my house and trying to oversell me, stinking up my house in the process.
Not Cropp. They sent Eric, a great salesman...wait...salesman is the wrong word. He didn't try to sell me anything. Instead, he diagnosed my problem (a backflow preventer failed on my boiler), set up fans, shut off all the correct valves, and had a repairman there in a few hours. AWESOME service.
Then the repairman, McDavid, shows up. He isn't scared of dogs, which was a relief, since it was the most action they has seen all day. They were all up in his business. He kept all his mess in the boiler room. He wore booties to keep my floors clean. He cleaned up after himself. He was...AWESOME.
So let me summarize. Same day service, done efficiently, done cleanly, and done by friendly staff. Winner winner chicken dinner.
Thanks Cropp!
KD S.
KD S.
12/19/2014
OUCH!!!!  Let me warn you about their prices.   I called CroppMetcalfe (I thought I was calling Grayton but they have merged with Cropp Metcalfe) to unclog a kitchen sink.  The young and polite plumber quoted me a price of $405 to snake out my kitchen sink!  

I paid the $87 fee for a visit and sent him packing.  Instead, I called my local handyman, who did this simple task for $125, and that included a generous tip.
Brooke K.
Brooke K.
10/25/2015
Consistently outstanding service from setting up appointments to in-home work completed for HVAC and plumbing. Technicians always knowled
gable, well-informed, present a business card upon arrival and wear shoe covers in the home.
Kristen E.
Kristen E.
4/18/2018
I had a great experience with Saman servicing my HVAC. He was very pleasant and arrived right at the start of the time window which was awesome! He did a great job. In the past I have used other providers and had subpar service, but assuming all CroppMetcalfe employees are like Saman I am more than happy to recommend them to my neighbors looking for HVAC contracts. Additionally, the lady who booked me was great to work with and made my morning better just with her sunny disposition! I think it says a lot about a company when all of their employees are happy and provide great customer service. Happy I found you guys and ignored the negative reviews!
Chris M.
Chris M.
03/10/2015 12:00:00 SA
Follow-up.  What they say is true.  They did follow up and did apologize.  It's been a long time since I posted here but I wanted to be fair and give another star for their effort after the fact.  It's wasn't 'A-OK' but certainly worth noting that someone there still cares.  I always had good experiences with them in the past and will give them one more shot next time I need this kind of service.
Joe P.
Joe P.
10/02/2014 12:00:00 SA
This place came highly recommended from Loudon County's Best PIcks.

They charged me $90 just to come out and gave me an estimate of $377 to install a new kitchen faucet.  Not including the cost of faucet.  This was more than $100 higher than ME FLow's, a local competitor.  When I asked the service manager to explain how they came up with the price, he was unwilling or unable to.  When I asked if he could negotiate he said absolutely not in a tone that made it sound like I was lucky they were doing business with me at all.

ME Flow did a great job and was a better deal even after losing the $90 visit charge to CroppMetcalfe.  Stay away from these guys and try ME Flow.

In response to the company's comment below: ME FLow provided an all in quote that was over $100 cheaper than your all in quote and they did a fantastic job. They also provided the quote over the phone which kept me from locking myself in to an expensive visit payment.

In what way was your pricefair?  To me the word fair means close to market which your price was not.
Jennifer L.
Jennifer L.
06/07/2015 12:00:00 SA
Organized and good customer service when you call the office and in person. The technicians that came the house were nice guys, very polite, clean and efficient. And our new HVAC seems to be working great.
Tiffany J.
Tiffany J.
9/30/2015
This review is for HVAC replacement and maintenance.

Replacement:
The previous homeowner did not maintain the HVAC for more than 10 years, so on the first year we moved in, it was no surprise it broke down during the coldest week of winter. CroppMetcalfe scheduled a repair within 3 days and had it running right away. Unfortunately, not long after, within 3-4 months, it broke again. CroppMetcalfe advised us to replace it. The replacement was quick and clean. The only casualty was a minor nick at a wall, which was impressive seeing how massive the HVAC is and how small our corridors are.

Maintenance:
CroppMetcalfe have maintained our HVAC ever since. Two years running. We have no complaints.

Reason for 4 stars instead of 5 stars:
Occasionally, CroppMetcalfe sent new repairman to do the job. Unfortunately, since they go by an hourly pay, at one time, the new repairman could not fix it for nearly 6 hours (and still could not fix it at the end) and we were charged with a very hefty bill. We explained it to the customer service center, and they were able to waive the bill as well as someone who can fix it within less than 30 minutes.
Sherrie B.
Sherrie B.
10/20/2014
Years ago we had a service contract with CroppMetcalfe and were always happy with their service.  NOT ANYMORE!  We called and Friday they came out and said that they thought it was the water pump or something but they could not be sure.  Charged me $292 and did not fix it.  The technician said he would call me tomorrow and give me a price.  The service was so poor that I called someone else who was able to quickly diagnose the problem and order the parts.  Monday about 5:30 someone from Croppmetcalfe called me and said the newly installed hot water heater was not compatible with the furnace.  The hot water heater and the furnace have been there over 5 years!!  

DON'T CALL THIS COMPANY!!   I usually check the YELP reviews before I call for service but because we were happy with CroppeMetcalfe years ago and I erroneously  assumed that they were still good.  Should have checked the reviews!
Ernie R.
Ernie R.
07/10/2015 12:00:00 SA
The tech diagnosed the furnace as needing a variable speed motor and module to get ac working.  The quote was just under $2,500.  I asked him how he knew and he said he had the price in the truck.  I paid for the service call.  I found a place called Midwest which had Trane parts, not remanufactured for under $700.   I called another company it also found a tiny
leak in the coil.  I found it economical to upgrade to a newer model furnace.  Bottom line, the price quoted by CroppMetcalfe  was unreasonable.
J L.
J L.
10/04/2017 12:00:00 SA
Because we haven't enough back and forth with this company they are now coming after us after not being a customer for over two years. The reason we left was their over billing us continually and having to call the manager to get the bill fixed. This crap went on for a year until we said that's it we are done! Now they are trying to come after us to pay them $240 they say! What crap! This company is horrible! We were customers for over 6 years and used them for our HVAC and pest control. They do not value their customers at all! We referred so many of our friends to them never getting any kind of credit on our bills for them. I plan on reporting this to the BBB. I will make sure everyone knows about the horrible treatment we have received from CroppMetcalfe!
J M.
J M.
06/11/2018 12:00:00 SA
Our AC stopped working one day and, as they were the installer, we called Cropp. $105 for the first half hour and $30 per 15 minute block. Fine. But then they also wanted to charge an additional $150 for using some compressed air to clean our AC's vents... within the same 2 hour block of time. I'm probably missing something but that feels a lot like getting charged twice for the same block of time. Never got an itemized invoice; he just had a piece of paper on which he kept scribbling notes to himself. Then came the litany of parts he advised us to replace today or soon because they're probably going to fail. Parts neither of us have ever had to replace on ACs we've owned in years past. And the entire time he was pushing a one year service contract that would cut the cost of today's service. So it's: today's charge is expensive and you have more whoppers on the way, you'd better buy our service contract right now! Uh huh. Ok. Reminds me of how retailers try to get you to open a new line of credit at checkout by offering a discount on today's purchase. I had to argue down today's cost and tell him three times that we're not buying a service contract today to get him out of the house. $377 and a sales pitch for him to find and flip the moisture switch. I learned things today: Check the moisture switch and beware of using Cropp for service.

Update: one of the business managers responded and asked for my contact info. but...:

This provider has not enabled messaging on Yelp. Request a quote from other similar providers.
Tom E.
Tom E.
6/22/2017
Yuk. Not sure how they acquired those last 4 stars.  I signed a service contract and they came out June 2 to inspect the system. All was fine. AC went out yesterday (June 22) at noon.  Call for service (with contract it's supposed to prioritize my request) and the quote was someone would arrive between 12-5 the next day. 30 minutes notice. 5 turned into 6pm. Called again. Someone would be there. Now 8pm - 85 degrees in house for about 32 hours now.  Still no one. 15 minutes on hold then a 5 minute discussion with a customer service rep who tried to make me feel bad about their delay.  I swear this is some weird deja vu to a Comcast experience.  In any event, don't let the stars fool you.  They're not really concerned about you. Good luck.
Reginald M.
Reginald M.
5/16/2017
This day, 16 May 2017, CroppMetcalfe (CM) did not perform any service on my AC.  In a previous survey for serviced rendered in January 2017, this is what I said in the Survey.  NOTE:   Following is long and does not spare any details.
So, here was my evaluation, this past January 2017:

The Technician, Mr. Charlie Lounmala, visited me, was and is THE MOST OUTSTANDING and the MOST RELIABLE in Cropp Metcalfe (CM).  One other Technician, we have worked with, merits the very same accolades and the Service Manager knows exactly who that Technician is.

This Survey is totally mis-directed and misguided, because its focus addresses the Technician's capability and response.  The issue was not and is not the Technician.

The issue at hand focuses and addresses the quality, the ability, the customer service and the qualification of Executives or the Staff at Cropp Metcalfe to determine customers' eligibility and provide the services that must be guaranteed by Cropp Metcalfe and that have been totally paid for to that agency.  My issue was simple -- I had no heat in my home and the house temperature was below 50 degrees F.  That Sunday evening, January 8, 2017, I called the CM emergency number and discussed my problem with an individual, who identified himself as James and refused to give his last name.  Well, Mr. James told me that I was not authorized to receive services, ..because I had not paid my dues and that I was indebted to CM..So, NO SERVICE at all.  Mr. James was unusually curt, offensive and rude. He refused to connect me with anyone responsible for verifying payments; he even refused to send a message/note to Mr. David Young, the Service Manager, asking him to contact me as quickly as possible.
January 9, 2017, I called CM and asked to speak to the Service Manager -- Mr. Dave Young.  I explained my issue and the information I had received from James.  Mr. Young called back and informed me that my contract showed that payment had not been completed. I advised Mr. Young that the information was incorrect; that I had paid all dues and had the receipts to show full payment. I called my credit card company.  There were two payments to CM -- September 1, 2016 for $355.00 and October 3, 2016 for $355.00.   I called Mr. Young and informed him that payments had been made.  Mr Young acknowledged that payments had been received but not been posted.  He offered me a six month free extension, which I declined.  
Later that afternoon, 9 Jan. 2017, I received a call from Anna -- (703) 698-4223 -- informing me that her office had failed to properly account for the payments received and to post those payments to my account.  Anna asked what she should or can do.  I suggested to her that firing all those involved with failure for posting payments and any other forms of accounting, including those individuals -- e.g. Mr. James -- responsible for scheduling and approving dispatch of technicians.  Lack of heat in a home or in a rental apartment is a MAJOR debilitating issue, which can and may aggravate an individual health and welfare.
In conclusion, Cropp Metcalfe (CM) failed to serve its customers.
CM's staff failed to properly account customers' payments for contracted services.
CM's staff made improper and baseless decisions to deny services to customers.
CM's staff's decisions were totally capricious and were not supported by facts, administrative and/or financial procedures.

As I stated at the beginning, I did not pay nor did I requesta service call for May or June 2017.  Consequently, I would not accept Cropp Metcalfe's statement that I had paid for that service in September 2016.  I thanked Cropp Metcalfe for its largesse and hope that it takes whatever actions it (CM) deemed necessary for its customers.
Barbara S.
Barbara S.
05/06/2015 12:00:00 SA
I was having an ant problem all over the house that was really driving us crazy.  I didn't think anything could be done, but I called CroppMetcalfe.  The technician was prompt, courteous and did an amazing job.  I was amazed that he was able to find all of the openings where they had been getting in.  It totally fixed the problem and I was thrilled with the service.
G D.
G D.
12/14/2017
The technicians were OK, but the customer service overall was poor. The technician refused to give me an estimation of how long it might take to order the parts to repair my heating unit. He assured me that the parts dept would provide that information. The parts dept did not and did not respond to my phone messages or e-mails. I eventually got some information from the call center. In addition, I had difficulty understanding the technician because of his heavy accent, so I called customer service to have the contracts dept provide me information about their Bronze Service. The contracts dept never contacted me. My repeated e-mails to customer service were ignored. I will not use this service again.
Lyly R.
Lyly R.
1/20/2017
We moved into and old house and wanted to inspect the heating. We found a deal with CroppMetcalfe for inspection. Their technician came and measured the carbon monoxyde inside the hue and told us the system was old and had a high CO level and probably needed replacement. He wanted to turn the heating off which I refused. I went to the store the same day and bought many CO detectors and put them in every room in the house even in the basement next to the heating system (which is not recommended because you could get false alarm, but we wanted to be super sure). We also started the process of getting a second opinion and getting quotes for replacement. CroppMetcalfe send us a sale guy who came to give us a quote, the guy was 2 hours late, was rushing through the appointment and he was very unprofessional (was not listening to my questions or even trying to respond to them). Two months later I have still not received a quote from the sale person or anyone at CroppMetcalfe! Also, 2 months later none of the 4 CO detectors we bought ever detected any CO anywhere in the house or near the heating system. I believe that the inspection is a way to get people to pay for an estimate which should be free anyway, because they will always detect something wrong that need to be replaced.  I also don't understand why they will tell me I need a new system, they send me a sale guy and the guy doesn't even send me a quote? Why waste everyone time?
Please don't waste your time with this company, they will make you worry for no reason. Always get a second opinion for major repair. We are planning to change the old heating system as some point, but it is working fine right and we would not be going with CroppMetcalfe for the replacement!
Sarah T.
Sarah T.
5/28/2014
I would give this company zero stars if I could.  I called for an AC repair and they indicated that it would cost $5,934 to repair my AC and HVAC and then started on the hard sell for me to simply replace the entire unit for $6,500 claiming that they could not guarantee that the $5,934 work would hold.  I paid them $180 for the diagnostic and said I would think about it.  I called Freddy at (703) 843-4901 and my AC is working well with his $400 repair.  Cropp Metcalfe should be ashamed of themselves and their shady business practices.  They price the repair high enough hoping to bilk the customer out of a whole new and unneeded replacement system.  Look elsewhere.
Hangsik M.
Hangsik M.
11/09/2017 12:00:00 SA
Technician's service was wonderful, but the part was total ripping off~~!    

A couple of days ago, unfortunately both water heater and furnace in my home stopped working.  There was no pilot flame in the water heater and no gas flame in the furnace.  I tried to ignite the water heater following the instruction, but to no avail.  As for the furnace, I didn't even bother to try anything because the electric panel looked so complicated when I opened it.
At home there was a booklet Montgomery County BEST PICK REPORTS: Quality Home Services Guide (2017 6th Annual Edition).  There five companies are listed.  I made several calls to make an appointment as soon as possible because it was forecasted to be cold tonight and even would go below zero tomorrow.  Of course, lines were busy and I had to wait quite some time to talk to custom service representative.  The first two companies were completely book for the day, and the third one CroppMetcalfe told me that a technician was available between 12 to 5.
Got a call from their office at 3:18 pm saying that a technician was on the way.  I rushed to home from work and the technician arrived soon after.  He was calm and nice, looked quite knowledgeable and professional.  He also brought shoe covers not to leave dirt on my living room.  I should say I was highly satisfied with his service.  
He changed a faulty 'Hot Surface Ignitor' in the furnace and adjust gas flow rate from the main valve because gas flow pressure was low.  He was very good and knew what he was doing.
He charged $105.95 for the diagnostic fee, which was explained when I called in the morning.  

And to my surprise, the ignitor was charged $234.  I couldn't believe such a thing would cost as much as $234.00.  Without knowing such kinds of stuffs and cold days approaching near soon, there was no other options.  After he left, I searched furnace ignitors online from curiosity.  Well, a very similar looking 'Hot Surface Ignitor' from Home Depot is $22.37.  Check it out for yourself.  CroppMetcalfe (not the technician) charged $234.00 for something less than 1/10 of the price~~!!!
I understand there is labor, convenience, and profit they should make out of every item.  But $234 for $20~$30???  That was way too much.  
The technician kindly informed me that the furnace is more than 16 years old and got lust and there was yellow flames, and strongly suggested the system to be replaced with a new one.
I do agree with him, but would look for other company to install new HVAC system in my home, not CroppMetcalfe.

I would strongly recommend you to do market search before you work with CroppMetcalfe.  And now I wouldn't believe those companies list in the Best Pick Report anymore.
David F.
David F.
9/29/2016
Omar was courteous and efficient. He noticed that my husband had the setback fairly high during the day, and explained why too great a difference can use up more energy re-cooling the house than it saves during the day. He also informed me that the carbon monoxide detectors have a finite life, which we did not know. I have passed that advice on to several people since, and they are all grateful to Omar for this important safety information. Kudos to him all around!
James B.
James B.
04/11/2014 12:00:00 SA
Absolutely agree with the negative reviews.  I've been a Gold Policy customer for over 20 years at two residences, and I bought a complete new HVAC system from them when I moved from one location to the other.  

They were adequate until about five years ago and have gone steadily downhill since.  Their technicians have become less and less experienced and more and more inarticulate--except when they try to upsell you, as others have pointed out.  I fell for it one time and signed up for duct cleaning after some interior construction.  They couldn't get their machine down my basement stairs, so I used another contractor.  And yet CM still tries to sell me their duct cleaning services each time they come.

The comment that even the simplest repair requires three visits is exactly on point.  In one recent experience, the tech broke a part while doing the routine semi-annual furnace check.  The part had to be ordered.  I had to reschedule and sit through another five-hour window (the comment that they're always late also is exactly my experience).  The tech installed the part.  Backwards, as I found out when the furnace stopped working within a day or two and another tech was dispatched.

You'll also note that the same tech never comes twice--even when a job continues over to another day.  Thus, there is no ownership in the work, and it can always be attributed to someone else.  

Having used CM for so long, and being loyal by nature, I've been blindly signing up for another contract each year--each time thinking that my last nightmare experience with their service was an aberration.  But it's now the rule, not the exception.
Fred K.
Fred K.
07/03/2017 12:00:00 SA
Professional. Arrived within the agreed upon window.  Received a call from the office alerting me that the technician was on his way.  Diagnosed and fixed the problem with our HVAC system in less than an hour.  Very pleasant individual. He didn't try to sell me a maintenance contract or a new system (which has happened to me before with a competitor company).  He changed a burnt out fuse, highlighted that the filters needed changing and that the compressor was fine for now, but showing signs of aging (it's 13 years old). Because he didn't push a service plan or try to sell me a new system, I will definitely call when I need to replace my current HVAC system. Well done!
A K.
A K.
10/18/2017
CM's plumbing and HVAC crews have always been good, but the pest guys, while unfailingly polite, do not know how to deal with drain flies. They claim they do, but they actually don't; the proof is their visits make no difference. One cannot simply squirt a bit of bug spray, perhaps toss a little pesticide powder every few weeks, and declare victory. The first technician convinced me to buy a 3-visit policy on the possibility that his initial treatment might not get all of them, but he was way over-confident. Another tech advised I treat my drain daily, which I did for more than a month. But once I stopped daily treatments, the flies were back. Looking online, most sites advise it will be necessary to scrub out the inside of the drain with a snake to reach the flies' nests. That doesn't take a long time, but it's dirty work; that's what I've done, and am now using products intended for this problem. It seems to be doing the trick -- without spraying insecticides inside my home.

There is no point in another visit. I feel scammed, and I would like my money back, but MC did not respond to my complains about their services.
Alan H.
Alan H.
12/10/2014 12:00:00 SA
I officially give these guys 4.5 stars for the installation of a new furnace and water heater.

Eric Ettare was a my salesman - very knowledgeable, engaging, and patient.  He spec'ed out equipment that was a very good match for my needs and delivered it at a fair price.  Nothing I did not need.  He also fixed my thermostats - free of charge by reconfiguring the cool / heat / auto mode.  It was impressive to see given that he did not have a users manual.

I selected the company because of the reputation and was satisfied with the Eric's recommendation.  He told me that he could work for any company but chose CroppMetcalfe because the last thing he wanted was to hear from upset customers and he thought his installation guys were the best.

His installation guys were indeed very, very good.  They did a 2 day job in one day and stayed late on a Friday to finish it.  Took their time, cut no corners.

If the story ended there it would be a 5 star rating.

Eric gets a half star penalty because the ducting vibrated in a high pitch frequency and even into my dining room.  (The ducting was not part of their installation, but attached to the new furnace - the high fan speed in the new furnace generated a vibration that did not exist before)  He did not respond to several messages I left for him which I found pretty frustrating.  I guess I should have been prepared when he told me he did not want to deal with upset customers!

The company dispatched a service tech even though I requested the installation guys to investigate the problem.  Fortunately it was an easy fix to secure the ducting with more tape, screws, and insulation materials.  The company was very responsive to my calls and the technician was quite good.

Would I use Eric again?  Yea, probably would.  I'm sure he will role his eyes at me when I complain about the air duct issue, but I'll buy a new system from him anyway... and I'm confident it will be right one and very well installed and serviced.
Paul C.
Paul C.
10/15/2017
We needed pest control, and called CroppMetcalfe, setting up an appointment over a week in advance, with a FOUR HOUR service window:  8:00 - 1200.  I took a 1/2 day off work, waiting for the technician to show - the service department called at approximately 10:00 AM, stating the tech would be late - my response was No.  We have a service window from 0800-1200 - I took off from work for this.  The service department acknowledged they would try to get the tech there by 1200.  A second call came at approximately 1120 AM, stating the tech would not make it by 1200.  I thanked them for the time, and ended the call.  At 3:2 PM (+ three hours past the agreed service window, the actual technician called from Silver Spring, MD (1.5 hours away in traffic) stating they were on their way.  I called the technician, as I felt it was not his fault his service desk could not communicate with him and let him know his services were not needed.  He wanted to reschedule, which to us, was more insulting than missing the service window.  I do not want to reschedule with a company that finds my time to be of no value.  

We are good customers in DC.  We are honest, polite, pay in full immediately, and welcome service people into our home (offer coffee, ice water, tip, help move tools, etc).  We will not be treated as assumptions, and too many services in DC treat their customers like the airline industry.  CroppMetcalfe is one of them.  

We'll find another vendor, or our own solution.  Suggest anyone wanting to use CroppMetcalfe do the same.
Leala K.
Leala K.
10/11/2017 12:00:00 SA
cropp metcalfe, has helped me with my water heater replacement and maintenance of heat pump and gas heater. they are great.
Sheri B.
Sheri B.
9/19/2017
Luis Rocha is a great technician. He arrived at 0801 am, answered my question and allayed my concerns. He promptly diagnosed the problem and as quickly repaired it. So happy; we have AC and heat again!
N. B.
N. B.
06/10/2014 12:00:00 SA
My experience with Ron (the CroppMetcalfe technician) was terrific.  He was professional, experienced, on time, and could talk me through his repair articulately.  I'm also pleased that CM was able to service my apartment the same day my landlord called.  My hope is that he is just a reflection of the rest of the company.  Too often these days management is interested only in making short-term money, rather than long-term customers.  Thanks, Ron!
Karen E.
Karen E.
1/16/2014
Stay away from this company! The average simple repair for HVAC requires 3 visits for which they are never on time and require multiple calls. The same goes for their plumbing company which turned a simple repair into a disaster in my home. I had to be very forceful to get them to come back and do the job correctly.
If you use them, be prepared to take at least three full days off of work, and hope for the best.
Larry T.
Larry T.
6/26/2017
Technician was very professional and spent a good deal of time inspecting the furnaces and air conditioners for both HVAC systems (basement and attic).  He did an excellent job.
Geoff R.
Geoff R.
06/02/2014 12:00:00 SA
I have had regular maintenance contracts with them for over ten years for my HVAC equipment, and I've had them install two completely new systems, one about a dozen years ago, and then when I moved in another place 5 years ago.  They are generally pretty good.  It's a big company, and you rarely see the same person twice.  Some are great, some are so-so, some are disappointing, but in general they seem to get the job done.  They push hard for Carrier products (I wonder if there is some company incentive here), but they don't insist if you say you really want to install something different.  On balance, they're okay.  You could do worse.
Eva P.
Eva P.
6/15/2015
Incredibly awful customer service!  Scheduled a service call for Friday, they called Friday afternoon, after I had already left the office, and talked to the CFO of the company, letting him know they couldn't make it and to reschedule for Monday morning.  He said yes, that would be fine, and sent me an email to let me know.  This morning I called the company to confirm and Hannah, their customer service person, actually lied to me, I mean lied! She said she spoke with Fred (not the CFO's name, for one!) who subsequently cancelled the service call when she told him they couldn't make it out Friday. Nothing was further from the truth. I still don't understand why she fabricated that whole story; could've just said it was a misunderstanding and she'll reschedule.  Instead she told me I probably need to find someone else.  So I did.
Vincent S.
Vincent S.
02/09/2015 12:00:00 SA
I own an older home in NW Washington, DC and was having trouble with the faucet handles in my shower stall.  It's original equipment early 1940s era plumbing so I expected a recommendation for a complete renovation project.  Instead, I was pleasantly surprised to find that my technician was very familiar with this plumbing and was able to remove, clean and repack the existing handles! And he didn't even need to turned off the water main! I was dumbstruck.  He was done inside of an hour and believe it or not, arrived right at 8 am as I was told to expect!  I used their First call appointment option which means I was first in line.  Great service and great price.  Good bye Barry Plumbing!
Hung N.
Hung N.
5/22/2017
If I could give negative stars I would.  Called to setup an appointment last week for today and got the usual 8am-12pm window (which is expected for this area).  12pm goes by, then 2pm, then 4pm....I tried contacting their service line but received no call backs.  Finally I get a call from Cropp at 7pm telling me that someone accidentally let the technician go home early even though he still had customers waiting???  I can't speak on their work because it was never done but like others here have stated, if you set up an appointment with CroppMetcalfe, expect a 12-hour service window.  Wish I could give my clients at my job a 12-hour window on responses.
Peggy C.
Peggy C.
8/14/2014
Dana ROCKS!! He fixed a drain coming out of our HVAC unit that had backed up and was causing a water leak. Because our condo unit is on the top floor of our building, it had to be addressed a.s.a.p. and of course, the issue sprung on us after-hours. Understandably, there was a bit of a wait from the initial call to Cropp Metcalfe, but upon arrival, Dana diagnosed the cause of the leak and did a great job removing sections of old piping, cleaning the drain and then replacing the piping and adding a Safety Trap. It was a LATE night last night, but the AC was cranking, thankfully, after Dana completed the job. I've been a CM Bronze customer for at least 10 years and will continue to use them to keep everything humming along. Thanks Dana, and thanks Cropp Metcalfe!!
Robin K.
Robin K.
05/08/2017 12:00:00 SA
First of all I rarely write reviews but decided I owed it to other people to warn them about this company.  I had a simple garbage disposal and instant hot water that I needed replaced.  I purchased and had both parts.  I'm to blame for not asking about the installation price in advance but it cost me a whopping $795 just to have these two things installed.  It took the guy hours to get it done as he read a manual through the whole process.  Recently I've had to replace a second garbage disposal and tried the installation you can purchase on Amazon when you buy the part.  Installation was done today - it took the guy less than 30 min and cost me $130.  I so wish I used the Amazon option the first time.  Save your money and avoid using CroppMetcalfe for any basic plumbing.
K F.
K F.
01/12/2015 12:00:00 SA
We have used CroppMetcalfe for 15+ years, ever since they acquired our previous service provider. We have annual maintenance contract for heating and AC; they come out once a year for each service. Probably on the high end for price but reliable and responsive. They give emergency service priority to contract holders.

One cautionary note: we have hot water heat and central air. All of their technicians know how to service AC, but not all have experience with hot water heating (bleeding lines, etc.). If you have hot water heat, be sure to ask for an experienced tech.
Michael P.
Michael P.
12/11/2014 12:00:00 SA
We recently had to replace the sewer line from our office building out to the street.  The job hit several unexpected snags but the guys at Cropp were resilient and persistent to get our line clear and replaced properly. Completely satisfied, I immediately used them again on another small commercial job and they were quick, responsive and communicative on what it was going to take and cost to solve the problem.  Cropp is going to the top of my list for plumbing contractors going future.  My mom just called me needing help with a broker toilet and I didn't hesitate to tell her to call Cropp.  Thank you Cropp Metcalf!
Tim C.
Tim C.
05/01/2017 12:00:00 SA
Submitted a service request (via online submission form) April 29th. The first date they can come out and perform maintenance? JUNE 12. No way. For those keeping score, that's over 6 weeks (SIX WEEKS) to perform a routine checkup of an HVAC unit. Don't waste your time if you're a new customer, look elsewhere.
Brad B.
Brad B.
3/28/2016
I had an absolutely miserable experience with them.  I ordered parts and was told 3 business days.  It ended up taking 11.  On my first call to check up I was told i would get an email from the parts department the next day.  That didn't happen.  Second call I was told I would be getting an email from parts department the next day.  That didn't happen.  Third call when I was told I would be getting an email from parts department I explained to the customer service rep that I cannot really take that as an answer at this point and asked her to call me if this didn't happen.  She assured me that if I hadn't heard from her by 10AM to call back.  So, when I inevitably didn't hear I called her.  Customer service rep said I couldn't speak with her and would have to talk with her.  I asked for the gentleman that had charged me for parts and he seemed beyond inconvenienced by this.  I asked him if he could write me and email since this is for a rental property and the heating had now been off 3 weeks and he said he didn't know where to start with that.  I told him AGAIN what I needed and he said he would get working on that.  I asked for a date, since at this point my lawyer needs it and he just kept saying he would work on it.  

In addition to all this, I had to update my contact information *each time I called*.  And of course I was assured each time that the info was being updated.  

This is really really really poor service.  They made it out to seem like I didn't have the right to service from them.  I understand things happen, but when you say you are going to do something, you do it.  When things take 4x longer than they should, the customer deserves an explanation not a bad attitude for asking.  I will never ever use them again and recommend that you do not either.  I know they are a big company and they will pick up the phone, but use someone else.  Anyone.
Edna P.
Edna P.
5/29/2016
I am sending a HUGE thank you to CroppMetcalfe for squeezing me in today for air conditioner repair.  I'm sure you can imagine how distressing a broken air conditioner is in this weather.  Nicki was very helpful and sympathetic when I called at 7:30 am.  I was scheduled for June 6 due to the heavy demand.  About an hour later, I received the call that made my day.  A technician  was coming within 45 minutes!  Mr. Oran McDavid was terrific.  He was punctual, professional, knowledgeable,  and fast.  I am glad to be a long-time Bronze Policy holder and I appreciate the excellent customer service!
Mike C.
Mike C.
10/02/2016 12:00:00 SA
The technician was very professional, knowledgeable, and courteous. I highly recommend this team to anyone who wants a maintenance program or just things fixed.
khaled s.
khaled s.
07/09/2012 12:00:00 SA
I have been using CroppMetcalfe since last year. First time there was a leak around the AC unit in the basement and they came and fixed it $$$$. I decided to get a contract with them. On their summer inspection, they decided to install several pricey items surge protectors saying I need them, the install happened while I was at work and only my housekeeper at home and it was already installed when I called from work. Now there is a leak around the AC and I wanted them to come out and check it. They wanted to charge me for checking the problem out, although they just fixed it less than a year ago and I have a contract with them. May be this is their policy, but I decided to cancel the contract with them and not use their service anymore.

Part 2: 7/11/2012, I had another AC company come to fix the leak, it was the water trap that Metcalfe installed, it was clogged. Metcalfe was at my home less than 2 months ago for maintenance and should have maintained this?????
E. P.
E. P.
11/12/2013 12:00:00 SA
I agree with those who would give this company zero stars. They are horrendous, both in terms of HVAC and plumbing.  I moved into a house in Arlington last January.  Heating worked fine.  AC worked fine when spring came.  Former owners had a service agreement, so I asked them to come out to check the system.   They said that the capacitor needed replacing.  $90.  I paid.  Technician left; system wasn't working.  Called again.  Technician came.  System still not working.  Finally, on the third try (after several 90+ degree days last July with NO AC), the AC kicked back on.  Fall came around -- heating wasn't working!  They came.  Wanted to charge me $500 for a board.  Home warranty covered for $50.

Similar horrible service with plumbing.  Quote was given.  I picked up the part (to specs of their technician).  Called to have it installed, and the guy came out and whined and whined and whined that it was too big a job.  He installed part of the faucet, charged me the full price, and was supposed to call back.  Haven't heard from them for two weeks.  

They are a disgrace.  Use someone else.  They'll be hearing from me for reimbursement for the money I spent for a job not done.  I can only guess that those five-star raters work for the company or are family of company owners.
Julie N.
Julie N.
5/23/2016
Scheduling the appointment was easy and they were very responsive.  However, it was determined we need a part.  Since then I've heard nothing and have called twice only to be told they are pricing the part and somebody would get back to us.  Just how long does pricing a part take?  We are now at 5 days after they came out and my shower STILL isn't fixed. I'm about to call someone else to get it done.
Ressie W.
Ressie W.
01/04/2017 12:00:00 SA
Very professional on the phone and in person. I was in a major hurry and the technician evaluated my problem, ordered the part and waited for me to arrive. Thank you!
Bill W.
Bill W.
12/13/2016
Our Cropp technician, Edwin, deserves every one of those stars. Yesterday's routine HVAC service in our son's DC condo was everything one expects in a top rated company. The technician arrived at the appointed time. He was courteous and professionally went about his work. A repair was needed which he quickly performed. He explained his work, and the readings from the aging system. We would gladly have this technician work on our house.  We  have a high degree of confidence in the technician that did the work yesterday.
Shane L.
Shane L.
12/08/2016 12:00:00 SA
Absolutely horrible. Save your money! The customer service people over the phone are all great. However, the pest control technicians are horrible. They know very little and have not helped with our mice. I have caught more mice putting out traps and bait myself than they have. Also, we had a bed bug problem. The initial technician who came over only checked one bed even though I walked him into every room and specifically asked him to check the other beds and couches. Then, he was more focused on putting my package together on his iPad than answering any of my questions about how to prepare for the first treatment. A few weeks later the technicians came for the first treatment and told me I had to be out of the house for 4 hours when the first technician told me an hour. So I had to scramble to try and find a place to go for myself and dog to go for that period of time. Then, the second treatment time came and the technician told me I could come back after 5 p.m. When I got back to my house our beds and couch cushions were still wet with insecticide!! I called the company to ask what we should do/ if we should be in the house and not one person was able to help me. They said it was after business hours and all managers and technicians were gone. So I had to google the chemical listed on the invoice to find some type of hotline number. I called the hotline number from the company that produced it. I was told we shouldn't be in the house and we couldn't sleep on our beds. So we had to be displaced and again, scramble to find a place to stay for the night. The reason everything was wet is because the technician stacked all our cushions, pillows, mattresses. No common sense and from my experience they all seem to have a lack of training. I will never be using them again.
E R.
E R.
7/30/2012
On June 29, 2012, the hotest day of the year, my hv/ac unit of 26 years bit the dust.  It was just a matter of time.  And of course, it happened when I needed it the most.  I hardly expected CroppMetcalfe to be able to come right away, especially since I had no service contract with them.  But they did.  And they came the next day, after the horrible storm.  Both times the technicians tried to get the unit to work.  Of course it did not.  How could it?  26 years old.  However, by Tuesday, the ac/hv unit was intstalled.  Everyone I spoke too.  From customer service, to dispatch to repairmen to sales person was considerate, honest and good to work with.  I am more then satisfied the I received the best price for the unit.  The new system works wonderfully.  It is quiet, efficient and I can't wait to see my first electric bill.  I would recommend CroppMetcalfe.
Megan S.
Megan S.
05/09/2014 12:00:00 SA
I am very pleased with the service I received today and that's an unusual occurrence, especially with these types of service companies. I called due to an issue with my A/C unit after work on a Friday and they were able to send someone to my home within an hour. Once the technician (Dana) arrived he was very professional in getting the job done. Even though he finished late on a Friday evening, he did not rush through the job and walked me through everything that he was doing. Customer service is a big deal to me and I am very pleased with the service that Dana provided today.
David A.
David A.
6/25/2010
When our central A/C went out and we needed to replace our entire HVAC quickly I felt like the entire company mobilized to temporarily fix our A/C within an hour or so on a hot Friday night and got the new system installed on Monday.  They recommended a great system and several of their staff members told me to call them after hours on their cell phones to move the paperwork and scheduling through quickly.

The new system is both energy efficient, the right size and the house is more comfortable than ever.  

The whole process and experience was as good as it gets!!  I wish I could give them more stars.
Lori M.
Lori M.
8/15/2012
CM installed a brand new HVAC unit in my condo about 3 years ago. About a month after it was installed - during an unexpectedly vicious heat wave in May - the cooling system stopped working. WTF??? CM came out and said it was a defective part. I said, On my new system??? They insisted sometimes you just get a defective part, and fixed it, but then I got a weird rattling noise. THREE technicians - including the one who they send for the really difficult stuff came out, and offered bizarre scenarios for the noise, and made repairs which resolved nothing. We finally had one of the tech look in the ceiling vent (where the noise seemed to be loudest), and it turns out it was a loose screw. Since then the system has stopped cooling three more times - twice during heat waves. CM comes out and sometimes it's a part, other times, the other technician should have done this dfferently. My question is WHY DOES MY 3 YEAR OLD SYSTEM KEEP BREAKING??? I do my twice a year regularly scheduled maintenance, I change my air filters regularly. Last night, I noticed that it seemed warmer than usual. I checked the thermostat and while it was set for 75, the actual room temp was 80. This morning it was 81 while it was 74 degrees outside.

The time before this when my system broke, I spoke to a manager. I explained that I was a 53 year old woman who was NOT trying to go without AC. We also agreed that the next time my system broke for no reason in the middle of a heat wave, he was either moving me in HIS house w/AC or putting me in a hotel until my AC was repaired. I guess we'll have to see what happens - I just called CM and spoke to Debbie who said she would have the manager call me right back.

I'm not a big fan of BGE, but maybe I should have gone with them. I know they're utility crooks, but maybe the devil you know is better than the devil you don't.
Jess K.
Jess K.
04/06/2016 12:00:00 SA
They just charged us $349 to replace a hose bib. This shouldn't cost more than $200. We were fools to pay it, but felt stuck because their fee just to come out and give us an estimate was $87 (applied to replacement costs).  We have learned our lesson and will never again use CroppMetcalfe for any job ever again.
Gwendolyn H.
Gwendolyn H.
10/08/2016 12:00:00 SA
Requested a Plumbing Technician  to perform an assessment of my gas leak. And what would be  croppmetcalfe techniques or approach. What would the technician use to identify (pin point) the gas leak to repair it.  The technician was on time however did not asses the job, or ask about my gas appliances, or read the report from the gas company. He entered my home, stood in the foyer and quoted a price of $560 per hour and said the job would be performed by two technicians/people.  Next, he asked for the $86.50 Fee.  I Inquired about the service fee because he did nothing but stand in the foyer and quote a price and the number of people.  Our discussion did not add any value. I paid him and he immediately left.  He was in my home less than 15 minutes. My husband had to call out to him if we would be receiving the written estimated via email. He said that we would get an email estimate.
Sarah B.
Sarah B.
07/07/2010 12:00:00 SA
We needed to replace our central air conditioning unit. We live in a Georgetown rowhouse, which means we had to have a company who knew how to mobilize a crane to get the HVAC unit on our roof. My neighbor used Cropp-Metcalfe, so I decided to get an estimate from them. From estimate to completion of the job, C-M was competent, courteous, responsive, and professional. Their price was lower than the other company I got an estimate from, and C-M came across as a lot more knowledgeable about their product. The technicians were professional and protected my floors and cleaned up well after the job. I highly recommend this company.
Theresa L.
Theresa L.
9/29/2016
I'd used them before, thought I was moving so didn't sign up for the maintenance. I ended up not moving and needed them again (and then signed up). Everyone that has come has been very professional IMO. There was in issue w/my last service call in that I was called and told someone was coming, then called back because that person wasn't knowledgeable about my issue, profuse apologies - told I'd be called when some that knew the issue was available and would come - that didn't happen - someone just showed up later that day. However, for the servicing I've had done, I will use them again.
Azeezaly J.
Azeezaly J.
3/23/2016
We have been loyal customers of Cropp Metcalfe for almost 15 years.  They maintained both our HVAC units and handled pest control for the premises and home.  This review is for their pest control service since we are not using them for HVAC anymore.  Until recently, all was well and the team showed up on time and when scheduled to do the pest control for the house.  A month ago, they showed up un announced.  They went ahead and treated the exterior of the home.  I called and set up an appointment for the following week for the interior.  They didn't show up.  I called and they said someone cancelled the appointment.  Who I asked?  They were not able to tell me.  With apologies, we rescheduled the appointment for a week later.  Again, I waited and no one showed up.  I called and was told that I had cancelled the appointment because I sold my house.  News to me.  Nevertheless, I said let's try this again.  So the appointment was scheduled for today.  I called yesterday just to make sure that there were no issues and was assured all was good to go.  At 1PM today, no one had shown up.  I called and once again was offered an apology.  In my world, three strikes and you are out.  Especially if you fail to follow through on a commitment and appointment.  They should have been terminated the first or second time they messed up-but-being loyal to folks who have cared for my home, I afforded them another opportunity.  Bad decision.  Can't say much for their HVAC or plumbing side since we have not used them recently, but as for Cropp Metcalfe's pest services-be forewarned.  Step on the thin ice at your own risk.
N K.
N K.
07/09/2013 12:00:00 SA
We have hired Cropp Metcalfe for two fixes in our condo.
The plumber that came out was very friendly, knowledgeable. He fixed the problem and we haven't had an issue.

The Air Conditioning department however is the reason why we gave them a single star. We had an A/C tech out to our place and he was there 8 hrs and didn't fix anything. The next set of techs that came out still didn't fix anything. The third tech discovered a hole burned in the A/C from an items sparking. When he showed it to me, it was clearly obvious and I became further disappointed in this company.
It has been 3+ weeks of waiting for parts and or calling the company.
They say they are ordering a part, then have no idea when it will be in, however if you speak to a manager the part surprisingly came in that day.
The other problem is unless you speak to a manager they will forget to call you to schedule an appt.
The techs are hourly and are not commission based like Michael & Son which is nice, however their employees aren't very knowledgeable.

Bottom line, I will not be using this company again and wouldn't recommend them to anyone.
Marcia S.
Marcia S.
02/08/2016 12:00:00 SA
My rating depends on the technician/service person--Jason Diaz is more than excellent working with steam heat boilers and I would more than highly recommend him. A Steam Heat boiler is a difficult proposition to repair and a somewhat antiquated form of heat.  Other CroppMetcalfe servicemen were not familiar with this type of boiler and could not begin to service or analyze our system.
Bill P.
Bill P.
8/19/2016
Zero stars.  Zero.  Almost two months ago, with two second floor baths leaking into the main living area, CM responded to our call by sending someone out to do an estimate.  Since then, despite multiple calls and promises to get a contractor out to actually do some work, nothing has happened.  It's almost bizarre.  They're ignoring thousands of dollars of work.  Save your time - call someone who will be responsive.
Carol K.
Carol K.
1/25/2016
Sure, Eric. I will call later.  Just to let you know, after I hung up with Leann, I found another company open.  Brian at 495 in Alexandria helped me, explained what was going on with the thermostat and heat pump and told me what to do.  He called me back several hours later to see how things were going before he closed shop and went home, and reassured me I wouldn't have any problems overnight. He further offered to send a tech on Sunday if I felt I needed it.  I offered to pay him for his time and he said, no charge for the phone call.  Take note.
L C.
L C.
08/07/2016 12:00:00 SA
I've had a service contract with CroppMetcalfe for quite a number of years. For my latest maintenance visit, technician Malik McAlister came to do the HVAC maintenance, arriving on time.  He is a very pleasant and competent technician and even did a couple of things to make my system run more smoothly.
Sun Y.
Sun Y.
04/10/2015 12:00:00 SA
Even if they say the work is covered by warranty, once you paid, don't expect to them to come back and fix any defects or unfinished work items. Also, the materials they use usually the cheapest one that available even though you pay reasonable price to get that repaired. You have to hire someone to replace only the parts again. Good luck!
Nancy W.
Nancy W.
10/31/2016
Every time they come out they find something that has to be replaced and I have a $500+ bill.  Really?  Prices are ridiculous.
M H.
M H.
6/16/2016
The technician (Santos) was very professional and explained the causes and the solutions. He was pleasant and thorough. CM is lucky to have a tech like that!
Christopher H.
Christopher H.
02/03/2015 12:00:00 SA
Disappointed - I was overcharged $250.00 after a visit for a furnace issue.  The tech was professional and thorough.  In fact, everyone I spoke with throughout the process was professional and courteous.  My issue is not with the service but with the company.  After I received my email invoice, things weren't adding up.  In fact, I noticed there were misc. charges for $195.00.  Further, I didn't receives the 10% discount on parts I was promised.  I called customer service and they could not explain the overcharges but only to say they are using new mobile devices that the techs are getting used to.  In short, I found two errors totaling $250.00.  I made them aware of the error and my credit card was credited the error amount.  I wonder how many customers were over charged that day with no knowledge of the error.  I would encourage everyone who has received service recently to examine their invoice closely.  I am glad I did.  I doubt very seriously I would have been credited the correct amount had I not questioned the bill.  That type of error is unacceptable.
Derek W.
Derek W.
5/30/2014
Rip off! $1200 for unnecessary items and problem still not fixed. Triple markup on cheap parts.  No leak check on an obviously depleted AC system.  Tech said if call back was required that leak check would be performed at no cost.  Called back technician begged to differ. So I am out another 350 for a leak check and another 200+ for all the blown refrigerant.  All this on an old system that will cost 5K ish to replace in a few years. What a giant disappointment.

Do not use this company.
Shirley` M.
Shirley` M.
05/08/2018 12:00:00 SA
I was charged over $600.00 to replace garbage disposal. I was told it would take hours to do the job and in fact it only took 20 minutes. I asked for a break down of charges and was told they didn't do that. I looked up the cost of the disposal and found at most it cost $150.00. So I was charged over $450.00 for labor on a 20 minute job. I filed a complaint with BBB and the companies reply was they don't give break downs of the job and the customer was told the cost before the job which was true. What was not true was it did not take hours to replace so that was a false statement just to get you to OK the job and cost. I am sure they know how long it will take to replace a garbage disposal but jack up the price anyway. Never use them unless you want to get charged way more than the job really should be. I am a female and I don't know anything about plumbing. I am a retired military so I do know when I have been taken. They are very crooked in  my opinion.
Melinda G.
Melinda G.
01/07/2016 12:00:00 SA
We had a pipe burst behind our hose bibb this week.  Peed (now CroppMetcalfe) came out last year for another smaller plumbing job, and we were happy with their service and the technician.  We called yesterday at 5:00 p.m., and they were able to send a technician this morning to help us.  I received a call from CroppMetcalfe as well as from the technician 20-30 minutes before his arrival.  The technician, Dale, was prompt, friendly and very efficient in diagnosing our leak (we were actually wrong as to the location).  He gave us the options and didn't push us to have the issue fixed right away given that it's wintertime and the line won't be used now anyway.  I was very happy with the service and technician and wouldn't hesitate to contact them again.
Sandra S.
Sandra S.
3/29/2016
I asked for a service call to check out the HVAC system and a main water valve.  I told the scheduler the issues. Instead of sending one technician, they sent two.  I guess their technicians can't multitask. Both of them quoted to me the issues verbatim that I had explained to the scheduler when I made the appointment.  Their only suggestion was to have them both replaced--no explanation of the problems or solutions other than have them replaced.  So, I paid $138 for two service techs to tell me the exact same thing I had told the scheduler.  Brilliant!  I eventually did have both the HVAC and water valve replaced but I used another company whose technician was skilled in both systems and replaced both.
Chay P.
Chay P.
1/13/2015
Plumbing service provided to me was not acceptable.  After a couple of days after installation the studor vent device to my disposal, it severely created clogging to sink.  It did not solve my sink problem because the diagnostic was incorrect.  I have to call another plumbing to fix the problem which cost me more money. I don't recommend the plumbing service its offering.
carolyn p.
carolyn p.
5/21/2015
Great AC installation and maintenance/service.  Didn't go with 5 stars because the technician arrived 1 hour after phoning to say he was on the way.  But, that is a very small thing.  I cannot comment on the other services provided.  I only know about the AC at my house.
Colleen C.
Colleen C.
10/15/2014
I would not recommend this service to anyone.  They are WAY over priced.  They quoted me a price of $405 to snake my kitchen sink.  I searched for comparable prices online, all of which fell between $90-$150.  When my husband asked about the price, the representative said that the $405 has been a set price for 7 years, which seems very hard to believe.
Richard F.
Richard F.
6/23/2016
I've been a customer of Harvey Hottel for the last 20 years.  I was extremely satisfied and always paid for an annual maintenance plan.  The last couple of years we've been maintaining my old AC system and paying for minor repairs waiting for it to die.  That finally happened a couple of months ago and we replaced the system at a very reasonable price with an up to date standard system.  Of course I received my normal discount on parts and labor for having a maintenance contract.  I figured I was good to go for a number of years.

A couple of weeks ago the system stopped working and when I called I discovered that Harvey Hottel had sold their operation to these guys so I called them.  They found me in their system, but denied that I had a maintenance contract.  They sent someone out the next day and discovered that the coil was bad (obviously a defective part that is no ones fault).  They said I would hear back from their office.  I heard nothing that day and nothing the following day.  Finally on the second day after they looked at the system they called and said they had been able to locate the coil in a State down south and it would have to be shipped here.  And while all parts and labor were covered by the warranty on the system, they were going to charge me $300.00 for shipping.  Sounds like some of the other reviews here.  They also said it would take about 5 days for the coil to arrive.

5 days later the coil arrived and they called to schedule an appointment to fix the system.  They refused to give me anything sooner than a week later -- so already this has gone on for two weeks.  Yesterday was the scheduled appointment and my adult son was home waiting for them all day.  No one ever showed (although they claimed they came out and waited for an hour -- could have fooled my son and both dogs who bark loudly whenever someone comes to the house).  I called them this morning and they said the parts guy would call me shortly to schedule.  He did call -- 2 hours later, but at least they came out this afternoon.  When they did so they informed my son that they had the wrong coil and they would have to order another one.  Did they call me to discuss?  No.  Did they contact me to tell me what the estimate was for when this repair will be done?  No.  These guys apparently don't believe a lot in communication.  So while these guys can't seem to communicate, can't seem to make my repair a priority, and can't seem to figure out what parts go in what air conditioning system, we remain roasting in the heat, desperately trying to keep the dogs hydrated and healthy.  If it gets really hot again we're going to have to move out and put the dogs in a kennel.  I wonder if that's covered.

Stay tuned.
Brad O.
Brad O.
11/02/2015 12:00:00 SA
We have had a service contract for the past 2 years, and have been very satisfied. Each time, the technician has arrived in the earlier part of the appointment window, and has been friendly, professional, courteous and informative. I have never felt like they are trying to sell me something. Great peace of mind.
Sam S.
Sam S.
6/29/2015
The quality and professional service is refreshing I would recommend Cropp-Metcalfe to anybody who needS HVAC repairs or replacement. I have had both. They replaced both the furnace and A/C units done in one day( on a Saturday)cleaned up the mess removed the old unit and the pricing was very good. I did get 3 estimates.
S B.
S B.
6/22/2015
Miguel is wonderful!!!!!  My Carrier heat pump was very poorly installed by Fairfax Cooling and Heating, who then wouldn't honor the warranty when I kept having problems.  I switched to CroppMetcalfe, who sent Miguel, who figured out the problems and got things working.  I was especially impressed that he actually took the time to patiently explain everything to me!  If you can get Miguel, I assure you that you will be in good hands.  Sincere thanks to Dave Young who called me back and stuck with me until Miguel made everything right!
Kevin C.
Kevin C.
06/01/2013 12:00:00 SA
All I can say is their tech stayed past 11 pm in the middle of a heat wave to fix my AC.  That was the best service experience I have ever had.
Jackey B.
Jackey B.
1/25/2016
I had a great experience with CroppMetcalfe just last week.  We used a different company in the summer (we're new to the area) and when we had a heating issue come up recently decided to try these guys.  Joel A. was our technician and he was extremely helpful! I am not used to techs taking the time to explain things to me; they usually just talk over your head and rush you.  Joel not only fixed our problem but helped me understand what happened, suggested other things we could do to help our heat run efficiently and helped me sign up for a more affordable contract with the company.  Very pleased with the service; will continue to use this company.
Kevin H.
Kevin H.
2/22/2013
We were looking at replacing our 25 year old heat pump system with something newer that was hopefully quieter and more energy efficient. We had sales rep Eric come out and talk to us about our options, which were limited based on the architecture of our condo building. Eric was EXTREMELY honest about the potential benefits and drawbacks of going with a newer unit and actually gave his opinion that it wouldn't make much sense to upgrade at this time based on the limited utility. I figured he would probably then push a service contract on us, but he actually even recommended against that for the potential of the cleaning to add stress to the unit and burn it out quicker. There were zero pressure sales tactics, and one very honest representative in Eric. I'll definitely be using Cropp Metcalfe in the future if the need arises!!
Sam D.
Sam D.
06/08/2014 12:00:00 SA
Agents do not keep their appointments and you are constantly chasing them.  The agent, Allen Stohler, in particular spent an hour telling me how the job would cost $2000 and extolling his company.  I found another company based in Springfield that did the job for $800.  They are overpriced.
Michael B.
Michael B.
6/26/2013
I had the best experience with CroppMetcalfe.  How is it possible for a company to give such amazing customer service!  They were very attentive and sensitive with my needs.  I would recommend without hesitation this company.
Kimberly S.
Kimberly S.
7/21/2015
We just moved into our home 2 weeks ago and in that time our air conditioning went and had a major plumbing issue.  Cropp Metcalfe came out the same day and fixed the issues.  Very professional and friendly team members.  Will definitely use again.
C R.
C R.
4/21/2014
Called CroppMetcalf end of January because my tenants had lost heat.  The technician showed up the next day and DEFROSTED a pipe on the unit and said that it was fixed (my tenant was right there watching the whole time). Charge:  $157.00.  

Of course, the heat continued to fluctuate between cold and hot for a week afterwards and my tenants called me once again to ask if they could have CM come back out...which they did. CM did not send the original repair guy, thank goodness, but a more experienced one that checked different readings on the system and told my tenant that the other guy should have ran this test and that test.  Conclusion, needs a new pressure switch which they had to order.  And, yes, they tried to charge us for the second visit, just to tell us what the other guy should have done and to order a new part.

A couple of days later the repairman returned with the new pressure switch and installed it...so far so good.  Took them three trips and many days without adequate heat to get it working.  Then, to top it off, we get a generic bill not specifying what the charges are for parts and what is for labor ~ just a total amount.  So I have no idea how much we were charged for that third visit.

Ugh, avoid them if at all possible.
Julie J.
Julie J.
4/19/2013
I also would give the Zero stars if I could and still write a review....but only due to the fact that I had my seasonal check up scheduled for Tuesday and had to call several times after they didn't show.  Four hours later and I re-scheduled for Thursday.  Same scenario on Thursday.  After several calls, two techs came by, but they came from an install and were clearly not prepared to conduct the usual seasonal check.  I had to remind them of a couple of things, including calling them back from their truck to undo something they had done.  I agree with several other reviewers who stated that their service for these non-income producing visits are poor (although they would have sold me a new $50 filter if they had any on their truck).

When my husband returned home, he pointed out that the filter that the techs told me was dirty and had to be replaced.....he had just changed 2 months ago (wrote the date down).  I didn't think it looked dirty, but said it was and needed to be replaced.  Another sad note on this disappointing experience.
Mary H.
Mary H.
5/30/2014
This is the Worst. Service. Company. Ever.   They took over our very good pest control service and totally dropped the ball on helping us with a problem.  Our house was allegedly treated for termites as a preventive service, but while doing some construction, found evidence that we had termites in the house.  Cropp Mecalfe guy came out and drew a diagram of the  house, but could not answer our questions about how to deal with the termites.  Later on, another guy came and was supposed to come up with a plan for extermination.  But he promptly disappeared.  We called repeatedly because we clearly had a termite problem, but he never responded.  We finally called another company and got someone to come out and show us all the areas that Cropp Metcalfe neglected to great.  We then called to ask for a refund on our service agreement, but no one ever called us back.  I don't know who is running this company, but whoever it is really needs to figure out what's going in the pest  control division on there and try to fix it.  Meanwhile, if you are looking for a company to help with termite issues, this is not it.  They told us our home had been treated, but there were termites all over and major portions of the house that were never treated at all.
Frank A.
Frank A.
03/09/2015 12:00:00 SA
My problem was that the furnace would not stay lit. it would come on and after a few seconds, go out. On one of the coldest weekends of the year in the Maryland /Washington DC area, I was experiencing problems with my heat. I survived until Monday, when CroppMetcalfe sent a very qualified technician to my home, in the AM./morning. I didn't have to wait all day. The technician was friendly, professional and most of all, he repaired the problem and offered additional advice which was to tell me that after 7 years, I had been placing the filter into the system in the wrong direction. Live and learn. I would highly recommend this company. Additionally,  I now have a service plan with this company. This is my 3rd review on Yelp in 3 years. The other two were negative. And yes, I will also  be reviewing the services of a dentist shortly that I was not pleased with. I only do these time consuming reviews when I am extremely happy with a company or extremely displeased. I can not vouch for all of Cropp Metcalfe technicians, but if the company applies the same standards and  training universally to all technicians, such as the technician that serviced my account, then you can not go wrong with this company. Take it for what its worth.

Full disclosure, on Sunday morning, on one of the coldest days of the year, after driving to two home Depots and a Lowes, and calling around to other retailers  to get space heaters. ... all were sold out, I contacted CroppMetcalfe. They were swamped with service calls. The technician indicated that he would have to first take care of customers who had a service plan or was under warranty with croppMetcalfe . I under stood that. In addition to having to drive to Delaware for a service call, the technician tried to get someone, a co-technician, to come to my home on Sunday. He called me back at least  3 times on Sunday to update, which I thought was very profession and was much appreciated, but he could not get anyone to come out on Sunday. Notwithstanding, the problem was addressed and resolved the following morning.. and yes, I did get one of the  Cropp metcalfe's  maintenance service plans, because,  I will never be caught without heat or Air again.
Finally, I could care less if you hired this company, but from a consumer's standpoint, I though that you should know my very positive experience with this company.
Sue P.
Sue P.
10/26/2015
Brandon came to service my heating system and he did a nice job and even took the time to explain things to me and give me tips on things to be aware of regarding the system. I was also very impressed that he didn't push me to get a whole new system (I have had others just insist that because I have an older system it should be replaced) He carefully checked every thing and my system passed with flying colors. Given its age I know it will eventually need to be replaced but not right now.
Z K.
Z K.
12/10/2014 12:00:00 SA
This was the rudest person I have ever seen; this is a customer facing business and you cannot have people like Carl deal with customers; I was not given any insight into what the problem was; all he kept saying, this is not my job. It is your job Carl to take the ladder upstairs and not stand waiting for my 70 year old husband to carry it upstairs. We were not given feedback on what the root of the problem is and no information on how to fix it. Carl was so unprofessional; he seemed like someone was forcing him to come and do his job. That is really disgusting.  Clean up your act CroppMtcalfe and employ professional customer facing people.
Mary G.
Mary G.
05/01/2015 12:00:00 SA
The service is quite good! Dispatcher are courteous and very amicable. I appreciate they call to let's us know technician is on the way. Most if not the majority of technician are very polite  and respectful. Technicians know their business. I appreciate if I am not pushed to purchase new and more products.
Diana K.
Diana K.
12/30/2014
I have had excellent luck with Cropp Metcalfe on the service end of things.  They have been prompt, courteous and efficient.  I have dealt mainly two one or two of their workers and they have been excellent.
Edward S.
Edward S.
12/10/2013 12:00:00 SA
We had a new HVAC system installed in our home 3 years ago by a third party. Last year the system went on the fritz so we called CM out to see if they could fix it.

Whilst the faulty part was covered under the manufacturer warranty, the labor was not. The labor turned out to be very expensive. The technician sympathized with us but was unable to do anything, if only you were covered by one of our PM agreements.... So we bit the bullet, paid the steep fee and then signed up to their Bronze policy.

A couple months ago our HVAC system broke down again. Imagine my surprise when I was presented with a $561.00 invoice for labor. Apparently the Diagnostic fee ($106) only includes what the technician can determine by walking in the room and just looking at the system. Because in order to locate the fault he had to defrost the Evap. Coil ($140) and then perform a Leak Test ($315). So the total cost of diagnosing which components were faulty and in need of replacement came to $561.

It gets better; the next day we received a quote of $1487 in order to install the replacements parts which by the way were 100% covered by manufacturer warranty.

So in order for CM to diagnose and replace the faulty components (btw the work was completed in under 3 hours) they (CM) wanted $2048. Really!

I feel ripped-off, in my opinion they do not offer value for money. We will not be renewing our contract nor will we be using their services in the future.
Shawn B.
Shawn B.
03/04/2013 12:00:00 SA
Sadly - I did not have a positive experience with the company.

The internet add said $69 for an inspection - they charged me $105.  

When it was determined that we needed a new furnace, the sales guy they sent around didn't tell me what it would cost but started haggling with me - asking me how much I thought it would cost and if I had received other quotes.  The only reason he ended up telling me the price of what he would charge is because another company showed up to quote us (the CroppMetcalfe guy was 3 hours late which is why he was at our house when the other company showed up).

Frankly speaking - between charging me a higher price to inspect my furnace than what was listed on the internet and confirmed by the person on the phone, and then by trying to play me, the company lost our business and we ended up going with Parrish - much cheaper, more professional, and didn't try ripping us off - just told us what it was going to cost - something we appreciated.
Lisa B.
Lisa B.
05/12/2014 12:00:00 SA
Their technicians are very nice and professional.  We have had problems with our air conditioner since purchasing it 7 years ago (Carrier $11k unit and has never worked properly.)  I understand that I apparently bought a lemon system.  But I bought it from CroppeMetcalfe and they have certainly gotten their service money out of Carrier and and out of me.  Now they want me to purchase another system for $8k because the thing has completely failed.  They should offer me something at cost given the 7 years I have hung in there with them on this system that they should have replaced under warranty 6 years ago when it was obviously not working properly.  Carrier is well-aware of this problem and was replacing systems because the main part was defective and they couldn't come up with one that was not, way back in the beginning.  CroppeMetcalfe dropped the ball and we have not had good air conditioning in the interim and now we have to purchase a new system.  Don't purchase a system from this company and don't use them - they are all in for the max money and not for their customer.
Cheerio C.
Cheerio C.
8/17/2016
I must warn the DMV area.... DO NOT GO WITH THIS COMPANY!  They hire techs who aren't properly trained.  They make FALSE promises and they truly DON'T CARE about their customers.  My mother paid thousands of dollars to this company, they ripped her off and still haven't fixed the mess they created.  They hire inexperienced and incompetent workers and train them in house, then they send these techs to your home to mess up your system.... Then once it's been brought to light that they've messed up, they do a blame game, and don't return calls.  I've called several times and still no answer... but its amazing how they return calls the same day when they want to make the sale (steal your money)... I'm warning consumers everywhere, DO NOT GO WITH THIS COMPANY!!!  They will half do the job and rip you off.... By the way, we've tried to resolve this matter for 2 years... It's really sad how they say they care about your family and their health etc, but yet they've allowed a household of 8 people to suffer and WON'T do anything about it... I don't want your loved one to go thru this, so please look elsewhere for HVAC, and duct cleaning... we had both done incorrectly and it's caused health issues.  Thank you.
Jeffrey M.
Jeffrey M.
11/10/2014 12:00:00 SA
Their service is ok, but I had this sales person who was one of the worst that I have ever experienced.  Would not tell me the price that he wanted to quote and insisted on doing the job that day.  When I told him that I wanted to check other prices, he got all upset and eventually hung up on me.  I do not recommend.
Stan R.
Stan R.
5/19/2015
I experienced a problem with my heat pump and called CroppMetcalfe. The technician arrived promptly  and put on slippers before entering my house.  He was very knowledgeable and thorough went out of his way to check all of the areas in my system.  He found the problem and fixed it.  I have not had a problem since.  Pierre the technician was fantastic and with having such a great experience I signed a contract.  It was the first time I ever took a contract with a company dealing with my heat pump.  I have been very satisfied with their professionalism, service and courtesy.  Since then, i have had my system checked two times a year, for summer and winter maintenance and very pleased.  i also had CroppMetcalfe install a new Aprilaire humidifier into my ductwork and again very pleased with their appointments, service and technicians like Pierre.
I am lucky that I found them as my previous experience was horrific with the people I originally bought my heat pump from and who tried to service it.
Frank A.
Frank A.
4/26/2011
These guys runs ads all the time on the radio.  Each time I hear it, it brings back a recent bad memory of their service --

I called them to check out my furnace before winter set-in.  Serviceman came and within 15 minutes, turned off my furnace and slapped a label on it saying that it should not be started!  

Then he told me I needed a whole new furnace -- mine was too old and had issues!  Told me the company would work with me on a replacement furnace.  

I told him I wanted him to turn the system back on, that I would decide this matter in the near future.  He refused!!

Next day I had a service guy out from a different company.  Said my furnace was old, but still functional.  Turned it back on and showed me what I should watch for that might indicate issues.

Furnace worked fine in the winter!

Cropp Metcalfe just wanted to sell me a new system!!
A B.
A B.
3/20/2015
C-M recently acquired the plumbing company we had been using for 7 years.  Their serviceman was polite and professional, and their manager, Eric Lee, was understanding and accommodated my concerns.  I am satisfied and look forward to working C-M on any future plumbing issues.
Ryan G.
Ryan G.
04/06/2011 12:00:00 SA
Worst service EVER received...guy was late, then rescheduled later in day which threw my wifes schedule all out of wack. The guy that did finally come was incompetent and had an attitude the second time he had to come to the house. On top of all that HE NEVER FIXED the problem. Why did he come to the house two times you ask? This is where is gets REALLY bad. Our 2 year old son put a hard plastic ball in our main level toilet. Itwas about 80% the size of the hole in the toilet. The service guy shows up and trys snaking it for about 2 min's and tells my wife that there is something stuck in the toilet and we need to buy a BRAND NEW toilet for $500!! There was NOTHING broke on the toilet so why in world would we need a whole new one...beyond me! She calls me at work and tells me what this idiot did and said so I called Metcalf office to tell them that there is no way in heck I am paying $130 for some guy to come out and poke at it for 2 min's and then tell us what we already told them...there's something stuck in our toilet!! I told the manager that Joe idiot didn't even unbolt the toilet off the floor to try and get the toy out and he still aurgued with me and finally reluctantly sent the guy back to the house to unbolt the toilet and actually try to FIX it. So when he came back he unbolted it and half heartly tried to get it out. Of which he never even turned the toilet upside down to try and roll it out. He failed to get the ball out and said we need a NEW toilet!! The ball was just rattling around inside the toilet. I know all this because when I got home there was still some water in the tank, which means he NEVER turned it upside down at all. This is how hard it was to fix: I put OUR video scope into the top of the toilet to watch the ball and then stuck OUR cheap snake into the bottom of the toilet and jiggled the snake against the ball for about 30 seconds and then it fell into the front of the toilet where the camera scope was...I pulled the video scope camera out and the ball just fell into the bowl right behind it...wow that was REALLY hard. ANY REVIEW YOU SEE WHERE THEY INSTALLED A NEW SYSTEM BEWARE BECAUSE THESE PEOPLE ARE JUST TRYING TO SELL NEW EQUIPMENT. Get a second opinion before forking over your hard earned cash to these bandits!!
Dionne M.
Dionne M.
7/26/2011
My experience with Cropp Metcalfe has been a nightmare.  I have a gold five year service agreement for which I paid $1700.  I bought this agreement because it promises: priority emergency service, peace of mind, and a 24 hour service guarantee.  Boy was I misled.  Last Friday my AC, which was serviced by CM 4 weeks ago, died.  I called for service and was told no one could come til Monday.    I was told it was the best they could do.  The technician (who was fine) came on Monday at 4:40 and told me he did not have the parts to fix it and that someone would call me when the part came in.  He had no idea how long that would be.  
When I called this morning to follow up, I learned that CM had no plans to call me with a trimeframe or plan for fixing my AC, even though I am on day 5 with no AC.  The service department said I should hear from them in 3 to 5 days.  And, then we can schedule the repair.  
It's worth noting that the customers who are satisfied are purchasing new units...so CM has to deliver to get paid.  Beware, when you are dealing with a waranty issue or under contract and have already paid.
I bought a service agreement to avoid having to go without my AC in a heatwave.
I could not be more frustrated or dissappointed  with the service and how my repair has been handled.  
I will not renew my service agreement with CM.
Joey D.
Joey D.
3/19/2012
Well, things took a quick turn for the worse for this company.  While they were fixing my AC, I asked about a group discount on service plans, since my condo board was investigating trying to negotiate a plan and offer it to the residents.  I spoke with a really helpful customer service rep who immediately emailed me info regarding the service plan options and noted that we could get a 15% discount for a group purchase.  However, when we attempted to actually sign up for the discounted service plan, the offer was no longer available for their cheapest service plan, and was suddenly only a 10% discount for the 2nd-tier.  The customer service reps were quite rude at this point, basically calling us liars even though we had the email with the offer.  I thought their higher prices would cover some better customer service, but I was dreadfully wrong.
Chris S.
Chris S.
05/08/2017 12:00:00 SA
I very rarely write these things, but these people are a problem.  I called them for an $69 a/c maintenance check.  The tech spent the whole time trying to upsell me on optional things (new humidifier) and mostly refused to answer my questions.  He was evasive.  He wouldn't answer questions about leaks and airflow issues unless I spent more money.  He wanted more money to clean a condensation pump (over a $100).  If I spent all of the money he wanted me to spend on tests, cleaning, and add-ons, it would have been hundreds if not thousands of dollars.  I ended up having my home warranty company check on my unit and there was no freon leak and I got the condensation pump cleaned for $50, plus $100 home warranty deductible.  CM wanted at least $150 for refrigerant alone.  They upsell, bait and switch, and overcharge.  If you use them, get a second opinion before you buy anything they try to sell you during their service call.  I then complained about them in their follow-up survey and they called me.  The guy who called me spent the whole time trying to justify everything and continuing to try to sell me add-ons.  It's pointless to talk to them.  It is a company culture issue, apparently.
Janine H.
Janine H.
06/01/2011 12:00:00 SA
I paid a lot for preventive maintenance and pre-season checkup, was told AC was fine. 10 days later no AC. That was a week ago. I have been spending the night on my living room floor because the upstairs bedroom is uninhabitable. They keep promising to fix it, but keep making excuses. Every time I call I am put on hold for 10, 15, 20, 25 minutes and often sent to the wrong person. The one time they did call back, it was a robot call to the wrong number. I still don't have any more than a vague promise of after 1pm tomorrow. Avoid these people at all costs. They are expensive, the office staff is rude, incompetent and doesn't give a damn, slow, unresponsive. I can't believe I trusted them. I suspect that installing a whole new system is high profit for them, thus the one good review. As for standing by their work or fixing things, not so good.
Vijay D.
Vijay D.
07/11/2011 12:00:00 SA
I have used this company for years. They are not perfect, but their service contracts are a good value and they generally send competent staff. On busy (very hot or cold) days they are usually late, but will call you when they are on the way so you are not waiting in your hold/cold house. Have generally found them better than any other company I have used.
M H.
M H.
07/06/2013 12:00:00 SA
Contracted with CM for three years - Silver Policy.  Repair folks would come in and ask who did the prior work (plumbing -- sink repair) and criticize the quality -- but it was their own company that did this earlier work.  When told this the response was Well, that guy left the company.  Maintenance contract all but useless: superficial review; would not take out non-functioning UV light on AC so the unit could be sent in for repair -- stating that they did not now deal with the manufacturer. First, the repair chap told me to dismantle the unit myself and send it in for repair; Second, he said I would be better of buying a $1000 plus UV system from them -- even though the existing unit was still under warranty.  Nutshell: its all about cross-selling; customer satisfaction is secondary; poor ROI for anyone using this company; phone response is poor in resolving issues as above.  We did not renew our service contract.
Kathryn C.
Kathryn C.
11/15/2016
Working with CroppMetcalfe has been a HORRIBLE experience.  Worse than working with any cable/internet company which are KNOWN for horrible serivce and giving you the run-around.  The first time we reached out to CroppMetcalfe to schedule an appointment they gave us a window of 6-10pm that same night.  Around 9:30pm we still hadn't heard a peep so I called to get an ETA.  The woman told me that they were running a bit behind, but the technician was on the way to our house.  At 10:30pm when STILL no one had showed, I called again and the guy told me that the woman was wrong and the technician was just getting to the appointment before ours and they had no ETA on when they would get to us.  We were not going to wait up until god knows when in the middle of the night so we had to reschedule for the next night.  The guy told us we would receive a $50 discount and they could not do any better than that (i.e. free service appointment which costs $100) which was ridiculous since we would now have to go two days with no heat and take time off of work due to their incompetence and no one even giving us a courtesy call that they were running behind.  The next day, the technician (Richard) showed up, helped us and was great to work with.  He put in the $50 discount when we were checking out and it came off of the total but CroppMetcalfe STILL charged our credit card for the FULL amount.  We have then spent the last WEEK calling once a day to get this taken care of and NO ONE at your company has been able to help us.  We have been told FOUR times that it will be taken care of that same day and it still hasn't.  We finally had to give up on you and call our credit card company to take care of it from their end.  We will NEVER use CroppMetcalfe EVER again.
Nurse F.
Nurse F.
8/27/2012
More like CrapMetcalfe.!!!   Not even worthy of 1 Star.   I had a service contract with this company.  But on the day of my scheduled appointment, no one bothered to show up or at least call me.  I wa$ted half a day's pay waiting for someone to show up.  Requested a complete refund for providing me no service on a prepaid service contract.  Received a partial refund.  Requested a full refund for a second time with a detailed explaination and received a complete refund.  Not even worthy of a free service contract. as far as Im concerned.
Katrina M.
Katrina M.
08/04/2011 12:00:00 SA
I've used them for 4 years and each time they visit, they get worse and worse.  Completely unreliable and unresponsive.  One time they were scheduled to come for a routine service between 1-5pm.  The technician didn't show up until after 7pm.  I wish I could say that was an exception rather than the norm.  They have forced me to cancel appointments and reschedule my life and take off hours from work to wait for their half-assed efforts.  The cable company is more reliable than these guys.
Mark D.
Mark D.
8/18/2011
I had intermittent problems in a heating/AC unit for a condo.  I called another company who came out and charged me more than $200 to replace the thermostat.  When I called to have them back out because that didn't work, they would not return calls or emails.  A friend recommended CroppMetcalfe.  The technician was methodical and thorough in diagnosing and fixing the problems.  He was professional and explained what he was thinking and doing in ways I could easily understand -- a true professional.  I now have a service contract with them so if I have any other problems they are the first call I'll make.
Ken F.
Ken F.
1/24/2015
January 2015: I purchased a new garbage disposal for $230 and paid almost $400 to have them install it. The company had good reviews so we called them and they were great about sending someone right out. The plumber was prompt competent etc, however when he quoted me the $400 plus for the install I said, YIKES! He then kindly offered me a discount which I appreciated but the bill was still $391. I should have asked for an estimate up front when I called to save them the time and me the money.  I will stick with my old plumber at these prices. .
Erin B.
Erin B.
11/08/2012 12:00:00 SA
Cropp Metcalfe came out and installed our new Air Conditioner and Furnace yesterday. The service - from the initial check of the system, to the sales, and finally installation - was fantastic. The techncian, who diagnosed the problem, was clear and descriptive about the issue, what we could expect, and his recommendations. He took time to show us the issues and look around at all of the other components of the system. The sales manager was a great guy, took his time, but did not waste ours going on and on about HVAC stuff just to posture. He gave us a recommendation and when another company recommended a smaller unit, he explained why his was for the slightly larger. His reasoning not only made more sense, but showed he truly listened to our issues. Lastly, the installation was perfect. The installers were professional, got the job done, did not waste any time, and explained everything that was going on - entertaining my ignorant questions and making me feel comfortable we got the best system.

Not only was the service great, but they offer unbeatable financing!!!
Paul H.
Paul H.
12/04/2012 12:00:00 SA
This company is the worse.  Great sales staff but if you don't keep a service contract with them, you will be treated like dirt.  They installed 2 complete systems in my home.  Within 2 years both systems had to be re-built. Out of warranty at 4 years the gas system need to be rebuilt at $2k, it had to be done so we paid, they were in my home making repairs everyday for 2 weeks... because they had the wrong parts.  I was told that they installed the original system improperly and that's the only reason it burned out in 2 years.  Now we have a gas leak, I called to get them to check it,  they installed it, serviced it, rebuilt it and now they want to charge a $165 service fee for the 1st 30 min.  This place sucks!!!
Scott W.
Scott W.
8/22/2013
We had our HVAC replaced with Cropp Metcalfe, and although they installed a good system to our liking, and the install team was good...the salesman (Eric) and invoicing have been horrendous.  They are completely non responsive, and took forever to get us an invoice and answer basic questions post install.  I would think twice before using Cropp Metcalfe for HVAC replacement.   The process has been awful.
Paul K.
Paul K.
08/10/2012 12:00:00 SA
I used them to fix my central A/C.  They charged me $550 for filling up Freon.  They said about 5 lbs.  Then two days later, my A/C is blowing warm air.  These guys don't know what they are doing and I would not recommend this guys for anything.  This company is ripoff.  I would like to give them minus 5 stars.
Bill G.
Bill G.
12/12/2013 12:00:00 SA
We started off good, but the service has declined dramatically in the past year. We had a new boiler installed earlier this year and they were pretty good in gettting the originally installation together. However, the follow up service that has been required to get the system fully operational has been piss-poor at best. We have six radiators in the house, and only one of them is working.  The termostat that was installed is circa 1980s and doesn't work, and the boiler shuts off prematurely. I scheduled them to come out and they gave me the standard 1-5 window.  5 o'clock came with no word from them so I called and they couldn't confirm that they would make it to my house by 6, and I had an appointment, so I had to cancel it after taking off the afternoon. I rescheduled and the tech came out and was somewhat helpful in saving money in that he gave me some tips on how to deal with the system; however the system still does not work after trying all of the tips that he gave me.  I wish he would have just taken care of the problems while he was here at this point, as there are clearly deeper issues than just bleeding the system (which is what he showed me how to address).

So we're on call #3, which was supposed to happen today.  I called and arranged a tech to come out between 2-6.  5:30 rolls around with no word. I call for a status check and they tell me that the tech is still working on a repair and they were unable to confirm that he could come by 6.  

Piss poor service, lazy technicians, and poor craftsmanship.
Richard P.
Richard P.
5/29/2012
Cropp Metcalfe installed my Carrier Infinity system. I was drawn in by the nice professional looking trucks in my neighborhood and new to the area. After the initial system install though their service charges are very high. I have been with them for 7yrs but recently after paying $455 for a electronic Freon Leak check and inspection and then told another 1500 to do the repair (offered 10% off since a customer) so 1350 for me; I told them to leave. I called another outfit and got it all done with inspection for $1000.00 vs all in of 1800 with CroppMetcalfe with my SPECIAL 10% discount. First time I ever told a tech not to finish after paying for the inspection, I initially complained to CroppMetcalfe and no one called me back. I called again and this time someone called me back but they stand by their $355 standard leak check charge plus 100 to inspect, Guy took a little over an hour. Yes there are going to be times when one firm is more or less than another but this variance was gross. I had the repairman look over the bill I paid CroppMetcalfe last fall for a capacitor and quick start kit on my outside AC unit and he thought that was double what they get for same work.
If your A/C is running but not cold I would not recommend them for anything Freon related.
Victor M.
Victor M.
4/25/2015
One star for this company. We had a new heating system installed. There was no explanation on what was done after the work was completed. It was like a basic hit and run job. They had to move washer and dryer to do job and didn't even fulling install it back. Then the water heater which is now connected to heating system did not work. I called about 2 hours after job was done that we had no hot water. You figure after paying 8,000 dollars they would take care of it immediately. Nope they stated they would call plumber and he would call me this was at 7 pm. She stated if you have no call by 745 call back. I called back and they stated plumber had two calls ahead of me. So I wait. I call at 1045 and get the good old service center. They are rude and condescending and are more interested in getting you off phone. They actually hung up on me. So, I call back get another person on the line and he states we contact plumber Alan on call.it is 11 pm no call back. I call again 330 am they state Alan will call you. Guess what no call back.  Seeing a trend here. After seeing other posts this seems to be consistent with the horrible customer service. We'll two can play this game I am making a stop on credit card and have Crop Metcalfe call me for payment and maybe on 3rd or 4th call authorize it. Still waiting for Alan to call back. I will never recommend this company to anyone. Better off going with small family business.
Ian S.
Ian S.
2/24/2014
My old Furnace broke down in the winter (luckily not during the Polar Vortex). Cropp was the first company I could get to come take a look. The repair guy was prompt and took a look investigated the problem and told me the issues with my system. He also took the time to show me what the problems were and why they were causing my system to malfunction. It was a 30 year old system that I knew did not have a lot of life in it so I opted to have an estimate for a new system. An estimator from Crop came a few hours latter and gave me a quote which I thought was fair. Also they said they could get it installed the next day! I would have preferred to have had the opportunity to get a few more quotes but They needed paperwork and I needed heat so I signed up. The next day it snowed and my window time for my instillation came and went. I gave them a call and they told me that due to the snow they were running a bit behind and gave me a new instillation window for that day. This is fine, I understand, I just wish they would have called to tell me. I woke up early, went out shoved the walk way so they could get in and out easy. (Snow in this region what are you gona do) They arrived on time for there new appointment window. And set right to work. I do appropriate that they used booties on their work shoes and then set up tarps in the work area to catch any dust and clutter. Although they did miss a few items in the street when they were loading my old furnace into their truck. I found a bunch of screws and miscellaneous metal parts there but I think that's more because they fell in the snow and were then obscured. They worked very quickly and had my old system out and new system in before 4pm. A week on and its still working well and I look forward to many years of service with it. I will be asking CroppMetcalfe to quote me for a new AC as it is also old but I will be doing it now in winter before it breaks in the summer.
Jocelyn W.
Jocelyn W.
06/10/2016 12:00:00 SA
I am dealing with this company right now. I initiated a service call with them 3 weeks ago. A technician showed up at the end of our 6-10 appointment window. He diagnosed that there was leak in my HVAC unit but would need to perform a leak check ($300+). We paid the $129 service call and signed up for the bronze service.  An appointment was made for the leak inspection and I was ensured that temporary relief would be provided by them adding Freon to the system.  At that appointment, they found a valve that needed to be replaced at a cost of ($2,000+). However, the technician stated that adding Freon was an additional $500!! This was not explained to me on the call.  Regardless, a deposit was placed and appointment made for the part. Technicians showed up 2 hours beyond the 12-5 appointment window with the WRONG PART.  A week later and calls to the managers to complain about the not so five star rating I've been receiving, I was appeased by knocking a $100 off my bill (taxes).  He also assured me that I would be first on the call for the day they had me scheduled. Lo and behold, day of service, I get a call saying they would be pushing my appointment back. After I called the supervisor who listened to my complain, he asked what I would like for them to do for me. I don't feel that is a question that I should be answering. They know they haven't provided the level of service they purport and should be offering me whatever concession they think is fair. However, he quickly responded with well I am not taking $1,000 off your bill. That is not what I asked - I asked them to offer me what they feel is the best concession for my inconvenience. For the 3 days we have taken off work to be at home and for the 3 weeks I have been waiting to have my unit fixed I feel they have not acknowledged our inconvenience.  I know if I didn't pay them in time they would have a major issue.  I would NOT recommend this company to ANYONE!
Foodie R.
Foodie R.
01/07/2014 12:00:00 SA
Technicians are always polite, professional and informative.  Customer service on the phone has been very courteous and responsive.  Technicians usually arrive within the time period planned.
W C.
W C.
8/25/2015
My wife and I have had CM for the last 3 years, and we are more than satisfied with this service...in fact these guys and gals are outstanding!  Where else can an HVAC literally die on a Saturday afternoon and have a tech at your house 45 minutes later?  Charlie the tech showed me a pic of the HVAC system, which was a block of ice.  Needless to say, it was time for a new system..we expected it since the system was about 15 years old.  Customer service rep Derick was at our house the very next morning and provides us a quote and an appt for a Tuesday installation. Let's fast fwd to Tuesday.  Talk about being on time...Charlie was at my doorstep at exactly 0800 as promised.  I don't remember the name of the other technician, but you can't miss him since they sent their tallest tech for the smallest house.. Hahah. These guys got straight to work and had my house cold within 6 hours.  They replaced my whole HVAC and furnace within 6 hours.  OUTSTANDING service from start to finish.  We are proud to have an Ultimate contract with CM now.
J M.
J M.
9/29/2014
Our repair technician was very nice.  However, I feel ripped off.  We have the gold maintenance plan on both of our systems and were told we would not have to pay for labor when technicians came out to provide us service.  Today the technician came to check why water was leaking from our furnace.  He said there was a clog in the drain and that we should have a specific value, EZ Trap, EZT 230,  installed because if we ever go on vacation and it clogs again we could have 3 feet of water in the basement.  The part the technician installed costs $30-$35 wholesale and Cropp Metcalfe charged me $178.  The technician also said we should have a water alarm, installed on the floor near the furnace, again for the same reasons-if the alarm goes off due to a leak it shuts off the furnace.  The part the technician used for this repair costs about $35 wholesale.  Cropp Metcalfe price was $151.  When I questioned why the prices for both items were so high, given the prices of the parts were significantly less, the repair supervisor said they are entitled to markup the prices on the parts.  Also, labor for safety items is not covered in the gold plan.  We had been told, when we purchased the plan, that we'd never have to pay for labor.    A word to the wise....if a Cropp Metcalfe technician comes out, for whatever reason, be ready to write a check for something even if you have the gold plan.  Additionally, the analysis of the problem took less than 5 minutes and the labor charge (waived because we had the gold plan) was $106.   The entire job took less and 45 minutes and the total labor cost was about $375.   If you call a technician out to your home be prepared to write a check even if you have a gold maintenance plan as they try to sell you stuff by instilling fear into you.   We will be shopping for another company to provide us two new maintenance plans as soon as these expire.  Don't make the same mistake and go with Cropp Metcalfe.
Shane S.
Shane S.
01/10/2014 12:00:00 SA
The only reason I am giving them 2 stars is because the tech that came out was very friendly and answered my slew of questions.....

My blower motor went out on my air handler.  Called them up and they had someone out there same day.  Fantastic!  Service was great, seriously can't complain about that.

I can complain about pricing.  I was quoted something different over the phone for labor versus what I was charged.  Not sure if  they charge for the type of job or not.  I get the initial hour fee because they have to cover vehicle maintenance etc so no big deal there but the up charge on parts is ridiculous.  Now I saw in another review where Eric says that sure you can find parts cheaper but couldn't have had it installed cheaper etc.  This is where my issue comes in.  The $105 diagnostic fee was a joke because I told the tech what was wrong and that was supposed to cover the first hour of labor too.  Not that he should take my word for it but this was blatantly obvious but I'm not upset about that, just the fact the $105 covered only the diagnostics not any labor in fixing the problem.  The blower motor and install cost $514 which is 3.5 times the cost of the motor and I believe more labor was added.  The thing that really sets me over the edge for some reason is the $76 for a capacitor that is included with the new motor.  Said it right on the box.  Secondly, if for some reason I needed a different capacitor, these things are like $3 on the cheap end and maybe $20 on the high end for a bigger capacitor than what I needed.  

From what I was quoted over  the phone to what I was charged is roughly double and the pricing scheme was different.  It is what it is though.  I just won't use them anymore and I actually inquired about an entire new system with them but this experience has made me change my mind.  Funny thing is the only reason I called them is because I couldn't find the motor locally and I needed it that day and any good service company should have those in stock and available.  I guess their business motto is to gouge customers the first time instead of building relationships.
Nichole G.
Nichole G.
09/11/2015 12:00:00 SA
If it was possible to rate this company with negative stars, I would. We hired them to service our two AC units which had been regularly serviced each year since we owned our home. The first time they showed up they were only prepared to service one of the units, but they were prepared to sell us and install an alarm for the unit. Although we've never had any problems, we were told that this unit was leaking oil. A week later they showed up to service our second unit (with no additional tools). During the service appointment, we're told that our condensation line is clogged and water is leaking behind a wall. Now, a fully functioning AC unit is no longer working after it's been serviced by this company. However, they tell us they'll call with an estimate and be out Monday to fix it. So, you break my AC unit and are going to make  my family (including 2 children under the age of 3) go without AC when we've been experiencing 90+ temps for 3 days. Oh by the way, your estimate is almost $1000 plus $200 per hour to troubleshoot the leaking water. Did I mention that our AC units were working just fine before you serviced them? I will never use your services again and will never recommend your services to another.
Matthew M.
Matthew M.
1/16/2012
Use this company at your own risk!!*** My elderly parents lost hot water in their home and called your company to have someone look at the hot water heater. Instead of simply selling them a new machine or giving them a full price of front the repairman first told them they needed to repair the pilot. Then when the machine wasn't working correctly still he fixed the gas valve, charged them and it still wasn't working. Then he says he needs to fix the humidifier. After each consecutive fix he found something new that was wrong. I know my mother is not keen to these types of tactics but most savvy people have seen these strategies before. When the customer needs something immediately, quote them a little at a time so they don't go and replace it up front. Well, at the end of the 3 days the bill came to over $850. A new hot water heater of the same brand goes for about $600 - tops. And they could have recycled metal in the old machine and received money for that. So basically the salesman gave them a used machine for a couple hundred dollars more than a brand new one would have cost with installation included and instead of having a new machine in one day, they had to wait three days to get it working. To top it off, when I went to turn the heat up on the machine today, my parents told me that CroppMetcalfe's repair man told them not to turn the dial past a certain level or it might break the machine again. Wait, so he left and $900 later the machine was still technically broken!? It doesn't function in the way it was designed to!! The sole purpose of a hot water heater is to heat water. Nearly $900 and 3 days of repairs and we don't even have that. Believe me, I am a small business owner. I know what it is like to have a bad apple that does not represent the standards of the company. I can't assume that the company promotes this behavior, but wouldn't you question how a bill for a $400 machine turns out to be $900. I am curious how the company responds when they hear about things like this happening and will post the result. I can say one thing, if I was doing my books and found out one of my mechanics charged a customer $12,000 to fix a 2001 Honda, I would immediately contact the mechanic and the customer to find out how this is possible. Why would you charge a customer that much one time, when you could sell them another car and have a long time customer.
Steve P.
Steve P.
7/23/2012
I had an a.c. Unit that was not cooling my condo. The technician came out, late, and poured coolant into the unit. He stated that this might work but might not. For this I was charged $350. After 30 days it stopped cooling again. When I called to have the technician come back and fix the issue that he should have fixed the first time I was told I would be charged a diagnostic fee of $105. When I asked to speak to the manager to have this waived since I know the cost of fixing the unit will be much more than the $105 device fee or at least to have that fee applied to the fix I was transferred to the manger who did not answer the call but let it go to voicemail. Do not use this company!!!! Very disappointing.
Sarina G.
Sarina G.
5/15/2013
I have been using CroppMetcalfe since 1986.  They've done adequate work, primarily doing regular maintenance.  However, recently i had concern about work done.  The supervisor and i had differing opinions about situation.  There was no actual existing evidence that either of us could definitively use for our case.  I had no recourse.  .  One would expect that even if he felt strongly in his position and was not going to doing anything regarding my claim, you would think he could at least offer to provide a maintenance call at no cost, just to satisfy a longtime customer.  Afterall,I had been using their service for nearly 30 yrs!
Brian G.
Brian G.
5/13/2013
HORRIBLE PREVENTATIVE MAINTENANCE!  I was very disappointed with the preventative maintenance visit they made to my home in Germantown, MD.  The guy they sent spent the whole time trying to get me to buy a long term maintenance plan rather than do the check up I was paying him to do.  He never even opened the fan unit in my back yard and barely touched the inside unit.  He never cleaned either, nor did he add any freon or check to see how my equipment worked.   In my mind I wasted my money and now have to call another HVAC company to do the preventative maintenance Croppe was supposed to do.  To make things worse, I wrote Croppe an email complaining about this guy and never even got a call back to appologize or to arrange for the maintenance I was supposed to get.
C. R.
C. R.
2/27/2015
I had the same experience as Chris S, except in DC. I have a Peerless Pinnacle high-efficiency boiler. I stopped working this winter. Cropp-Metcalfe sent a technician who even before seeing the boiler told me he did not know how to repair a Peerless Pinnacle High-efficiency boiler. He tried to have someone walk him thru it (on the phone) but did not succeed. Two days later they sent someone else who said the burner in the boiler needed to be replaced. Ten days and $1000.00 dollars later, they installed the burner (I wouldn't be surprised if they bought it on Amazon and told me it was from the manufacturer). The boiler worked for 2.5 days, and then failed again. Cropp-Metcalfe sent yet another technician who said the igniter and the heat exchange devices needed to be replaced for another $1000.00. A friend pointed me to Chris S.'s review, so I called another company. After inspecting everything, including the said igniter, this person only found a bit of water on the back of the boiler floor -due to a frozen backed-up condense tube. He dried the boiler's floor and that was that. Never again will I call these charlatans!
Olivia M.
Olivia M.
11/14/2011
They were terrible.  We did a big renovation on our 100 year old townhome.  I only used the plumbing team because the HVAC team sold me on the idea that it would save time to have the HVAC and plumbing contractors from the same company.  I wrote up a scope of work and walked the project with the plumbing supervisor before getting a bid.  Their bid came in right around where my other two bids did.  Halfway through the project they told me that things like reinstalling the toilet they took out were extra.  They tried to convince me that this was industry standard.  I called the other plumbers I'd gotten quotes from and they agreed that my scope had been clear and they both included this additional work in their price.  At this point I couldn't change firms because no one would warranty the project, it would be too easy to point fingers at the other plumber, so I was stuck paying DOUBLE what their original quote was.  On top of that they left a major water line to the washer/dryer on when they refilled the system causing my guest room to flood and water to leak into my living room.  On the coldest day of the year they forgot to turn on the switch for the boiler so we didn't have heat all weekend (they never called me back when I left messages in the emergency line).  In addition one of the plumbers on the job stole from us.  I will never use this company again.
Alex I.
Alex I.
9/21/2013
This company has been in business since 1979. I would like to give them 4 stars. The reason I gave 3 is because they try to charge me extra for the work that has been discussed and included in the contract. I have a condo in high rise and my 30 years AC  system stop working this summer. It took long time to get units from the manufacture. No fault of the contractor. During installation I received the call from the manager. He informed me, that it would cost extra $650 to install a new thermostat on my second system that originally had manual controls. When I arrived to my property I was told that it's more work and would cost extra. Taking into consideration that I already was paying $$$ for the project I refused and ask his boss phone number. I spoke with his boss. Next day I received an email asking when they come back and finish work. Point is, it took a phone call to the company to get things done. They also wasted more time of their staff. The work itself was done very well and I have no complains, but the way they do business should be improved. Make sure you put everything in writing. If they ask for extra call their management.
George E.
George E.
06/03/2011 12:00:00 SA
I believe I have talked to three different customer service representatives over the last ten days in order to try to get my AC fixed. Two were very good, but one was very rude each time I have spoken to her. She would not call dispatch to check when they could arrive at my house. She hung up on me intentionally and could not provide any assistance whatsoever. I have been a customer since 2003 and just renewed my Service Contract (before my experience with her). I have been telling everybody at work and my circle of friends about this terrible experience. Also, we have been waiting for 10 days to get our AC fixed in one of the hottest times of the year and we just had a baby. So we've had our newborn in sweltering heat until I had to go buy a window unit to keep him cool. They have not met any of their service schedule and the technicians do not arrive even a day or two after they were promised. Additionally it takes 15 min to an hour to get a hold of Customer Service occasionally. The Service Professionals who come to our house are good but that's the only thing good about Cropp Metcalfe.
Anne L.
Anne L.
6/25/2012
Watch out! This company is bad news!    I just saved my elderly parents from being defrauded by them to the tune of $800.  After the a/c stopped working the a/c tech named George came out and diagnosed the problem as a small part called a run capacitor   He said he could order the part and it would cost $257 plus labor, and they could install it when it comes in.  After the a/c tech left i did a little checking.  It turns out the part only costs $12.99.  Furthermore, they tried to bill for a whole bunch of services that were not needed ($800).   Because I used to work on a/c units many years ago, I overnighted the part and installed it.   To my surpise the unit still did not work.   I checked the a/c fuses next to the a/c unit.   Turns out a $2 fuse was bad.   I replaced it and the unit started right up!   This company is no good anyway you look at it.  Either they are a completly incompetent company out to over charge the hell out of you or they are defrauding you by billing you for parts you don't need in order to make more money.   My folks had to sit in 100 degree heat for 2 days while the part came in only to find out it only needed a fuse that is available from any hardware store.  The a/c tech never said a thing about a bad fuse.  He tried to bill my folks $800 for  parts that were not bad, and services we did not need.   Only problem was a $2 fuse.  DONT USE THESE GUYS UNLESS YOU LIKE BEING DEFRAUDED AND ROBBED OF YOUR HARD EARNED MONEY.    This has been reported to channel 7 on your side as well.
Maria S.
Maria S.
6/26/2013
I scheduled an appointment on April 12. I took half a day off. I had the 2 -4pm window. Got a call at 4:30pm from the dispatcher saying the tech didn't have a enough time and was canceling my appointment. No apologies no rescheduling. Later I found out that techs are not supposed to cancel appointments. So I rescheduled to June 1 (a Saturday) because I didn't want to waste any more leave. I had the 12 -2 time slot. I called 3 times between 2 and 4 to make sure the tech was coming. Finally at 5pm I got a call saying he was on his way. At that time I talked to the dispatcher (Jim) and asked what was going on. He said that Saturdays were only for emergencies and missed appointments. I told him what had happened to me on April 13 and Jim said that techs can't cancel appointments (unless it was Sam as he has been with the company so long). Also because of the heat there were a lot of non working AC units and they have priority over regular appointments especially if there are medical emergencies. Him said he would let his manager, Debbie know what had happened and she would call me Monday. Well, that never happened. The tech arrived about 6:10pm. Glad to see him. But I will probably switch companies and I have used these for about 7 or 8 yrs and this is the first time I have had any problems with them but its enough to know they don't care about providing customer service to folks that have service contracts with them.

To write a review, you must login first.

Similar Items

Brock Mechanical Plumbing Contractor

Brock Mechanical Plumbing Contractor

Wade Plumbing Company

Wade Plumbing Company

Jh Constructions

Jh Constructions

St. Matthews Plumbing

St. Matthews Plumbing



Call Us Now

Hours


Mon Open 24 hours

Tue Open 24 hours

Wed Open 24 hours

Thu Open 24 hours

Fri Open 24 hours

Sat Open 24 hours

Sun Open 24 hours

Location

St. Matthews Plumbing location

Manager

Admin
phoneCALL US NOW!