$410 per hour is what they charge! Service and talent are great. The hourly rate of $410 per hour after some of the work is complete and when quoting the next job is extortionate. read more

Addison did a very good job of providing my spring HVAC maintenance service. I would have given a 5 review, but I never received a copy of his inspection report. I even asked him for it before he left. he said I'd get it in an email. that was 2 weeks ago. never did get it. read more

NOT RECOMMENDED; I had concerns with both billing transparency and honest/timely communication. I was told a $50 discount would be applied, but it has not been reflected, and the $441 charge has not been clearly itemized despite multiple requests. The technician spent 1/2 diagnosing the problem and less that 1/2 hour pulling out and replacing a stem cartridge. The work does not align with the charge. I also did not receive follow-up for over two months, and was then informed that legal action might be pursued before these issues were resolved. read more

As a long-term client (over 20 years) of CroppMetcalfe, I have appreciated the quality of service provided for my HVAC needs across multiple homes. However, my experience with the Home Performance Team has not met the same standard. We engaged this team to address specific challenges in our home, including hotspots, inadequate airflow, and high humidity. Although we followed the expert's guidance and implemented the suggested enhancements--at a significant cost--issues such as high humidity levels (sometimes exceeding 75%+) and persistent hotspots remain. Despite reaching out multiple times to the Home Performance team and its leadership, I received sidesteps and unreasonable suggestions, such as paying for another assessment to identify the same issues we initially sought to resolve. This is disappointing, especially since the initial work did not address key problems we had already paid to fix. I believe it is reasonable to request a team member to review the completed work and ensure everything is functioning as expected, given the substantial investment made in the recommended solutions. CroppMetcalfe _ read more

I have a service contract for 24x7 priority service on my HVAC with CroppMetCalfe. I called for emergency repairs and no one ever answers the phone. Call the 24 hour emergency line no answer go to web live chat and get a text message at 6PM yesterday saying someone will call me ASAP still no call nearly 24 hours later. Why do I even pay you if you can't meet your own SLA for 24x7 support! read more

Cropp Metcalfe was scheduled to replace my faulty old furnace today ie Saturday February 7th. I called three times and I was told that the technitian was on the way. Then the technician called and said he cannot come. Then I get a text saying that the technician is on the way. Then a person called Chad Riggott calls me to say that the earliest they can have a crew out is Monday. This is utterly unacceptable. My furnace is faulty and can stop at any time. I told Cropp Metcalfe that this was an emergency and that too on the day that the biggest storm in the East Coast is expected. Cropp has failed to live up to their reputation. read more

CroppMetcalfe provided quick and affordable service. Technician, Mercury Ford was prompt, professional, knowledgeable and straightforward. He thoroughly explained the problems he found on my gas furnace. Mr. Ford, shared my options and his professional recommendation to correct, without any scare or sales tactics and no up charges. read more

We've had a service contract with Cropp for over 10 years and the service is always top notch- friendly and knowlegable. Recently we had an issue with our AC and senior tech Ryan Cechvala was awesome. He was able to clearly diagnose, discuss and offer options to our issue. I highly recommend. read more

I had a scheduled AC install today from 8:00 to 12:00. My tech (Peter) arrived just before 8am and his partner and boss (Rigo) soon followed. Both of them were great guys. Professional and upbeat. It was warm and muggy outside but it didn't slow them down. When they were done, everything was brand new, all cleaned up and the house was already cooling down. I don't know what more they could have done. I gave them something cold to drink, signed a few documents and they were packed up and down the road. Thanks go out to Peter & Rigo. Appreciate the hard work and friendly service. David Q read more

When I spoke to the representative for a service call to fix my boiler. I asked if it the tech would be able to fix it the same day. The representative assured that the tech would have the part with him and would fix the heater at the visit. He also said that there would be a diagnostic fee of $115 but it does not go towards the repair. The the time window was 12pm-5pm and the tech didn't' show up until 4pm. It literally took tech 10 minutes and wrote up his invoice, and told me that he does not have the part. He also said that is no way that he would have a part because there are so many parts that he would have to bring with him. He also quoted me over $1,100 to just replace a circular pump which costed about $167. He said he would have to order and would not and could not tell me when the part would be available. His office closes at 5pm and he called at 4pm and no one would answer to check the part availability. He also said that there it is not a guarantee if replacing the circular pump would fix the problem and that he may have to replace other parts. It seems like he is just randomly replacing parts. The tech also told me to call the next day to check with the office if the parts are available. So my questions are as follow. 1. If your core business is heating and cooling why would you have all of the parts for the system. Shouldn't you at least know the common issues and carry those parts. I would think the if you told the symptoms, you would have a pretty good idea what the problem would be and not plan to randomly replacing parts. 2. Why would you misinform your customer that it can be fixed the same day when you cannot? 3. Why would you ask your customer to follow? Would you think the tech should check with the office and get back to the customer? I will be demanding my $115 diagnostic fee back as I was misinformed, and heater is not fixed. read more

Awful service and have used this company for various services since 2019. No more. Waited all thru my time slot (12 to 5pm) and no technician. Called at 2pm and told I was 3rd in the cue. Then got a call at 4:30pm saying technician running late and now would be arriving between 5pm and 7pm. Called at 5:50pm for status. Told still working o 2nd job. Couldn't tell me when the technician would arrive. I told him to cancel my appointment and find someone else to provide the furnace check. Terrible service. They are too big for themselves and I did not receive "Outstanding customer service" like all their customer service reps greet their customers with. read more

I called to get an estimate to replace my two HVAC units. The estimator came out soon and promised to send the estimates early the next week. I am going into the 4th week and still no estimate after calling the office 4 times and being promised it would be coming. I guess they don't need new business! I will go elsewhere. read more

A few issues but the tech made up for it. Specifically the back office support is not what it used to be. Techs are still solid

We had a new carrier furnace and water heater installed about a month ago. The first sign something might be wrong was the installation. Instead of doing it over two days they had two guys here from 9 o'clock in the morning until 10 o'clock at night. We had no idea whether it was done correctly but just had to wait until they finished. A couple weeks later we noticed a leak in the garage. Apparently the exhaust pipe taking water from the furnace was not working. This had not been a problem previously with the old heater. It has been a continual day-to-day nightmare ever since. The heater is gurgling and pushing water every time it comes on and sometimes it comes on and sometimes it doesn't. They ordered a new pipe two or three days ago and didn't bother to even call us today to give us an estimate on when it would be in we've called several times and the parts department is closed. This seems completely negligent and that they should've been able to tell whether the pipe would support the water running out from the furnace. Now we have to completely turn the furnace on and off frequently and see whether it comes back on because of the water problem. This happens all day long and all night long and we still don't know when it will be fixed. If the furnace fails to come back on, we will not only have a heating problem but we're worried about the pipes freezing because it's 30° outside in December. The lack of concern or attention to detail has been staggering. We only went with this company because of the carrier brand, but we should've gone with a different company that would have been more careful and responsive. read more

I contacted CroppMetcalfe because I am selling my house and need to replace the furnace before putting it on the market. This is time sensitive. On the day of my scheduled appointment, I received a text from CroppMetcalfe informing me that it was pushed back five weeks. A very unhelpful customer service rep then explained to me that it would be "impossible" for them to keep my appointment because they are prioritizing a/c service calls this summer. So much for customer service. read more

I scheduled an appointment with CroppMetcalfe based on the Google reviews. Unfortunately, I did not have a great experience with the company after being upcharged for various services. Over the phone, I was told there would be about a $90 diagnostic fee for my plumbing issue. If I had them service my toilet, the fee would be applied towards the service. The $90 ended up being more than $400. I was told it would cost $150 to flush my tankless water heater, but ended up being charged nearly $600. Unfortunately, I was not home during the service so I did not find out about the charges until they were already complete. Please use my bad experience to be prepared/ready if you use their services. read more

CroppMetcalfe - Heating & Air Conditioning/HVAC Near Me - Fairfax, Virginia

Plumber showed up an hour late from 4 hour window (meaning I waited 5 hours) and then said didn't know how to install toilet but would try if I wanted to take responsibility. Called to complain and company promised to send qualified tech and never called back. read more

I must say their technician was very good. We had a plumbing issue in our kitchen sink and he was able to unjam and unclog the disposal (fish scales!) and we didn't need a new disposal! Thank you for being honest and not pushing us to by something we didn't need! read more

They change my thermostat unite (witch stop working half a hour after the guy left) and they charge me $725 I just checked Amazon. The thermostat is $125. These people are thief I am definitely going to put a stop payment on my Am/Ex and cancel my contract with them read more

I would have given one-star, but the tech who identified the issue and did his best to fix it was excellent. The long-standing 12 years of service contracts I have had with CM is the abysmal HVAC supervisor/manager level. My current issue first arose the first summer (2012) when I moved into a new house. The AC on the upper level would not come close to maintaining the set temperature. It was in the mid-nineties everyday. CM sent a team from their Duct Div and determined that multiple large ducts connected to the system in my attic were improperly installed, resulting in several completely unattached, laying on the attic insulation. Cold air was spewing into the air not into the house system. The solution was to repair and replacement most of the existing ducts and install them with what was called the 3 tier security process. A process that was called the only way to ensure the duct remained attached and functional. A team in white protective garments spend a full day completing this. And I paid quite a sum, assured that this would solve all issues in perpetuity. This is the back story. The system functioned pretty well for a number of years. In 2023 or 2024 during a routine maintenance check the tech discovered one of the ducts was completely separated. His opinion was that it had not been properly secured. Yet, he admitted he was not trained in this duct speciality. I was upset with what I felt was a broken promise by CM, and place at least four calls to CM asking to speak to their HVAC manager. In each case I was told he was in a meeting but the message would be transmitted. After several weeks or longer passed, I never received a call back and as I am 77 years old, the issue simply slipped from my mind. On July 9th of 2025, returning from vacation, I discovered that the upstairs thermostat was registering 90 degrees; it was set on 70. Since my upstair has family sleeping there, I asked and was rewarded with a tech coming late the day. He found that the ductboard to which the duct was supposed to be permanently attached had basically crumbled into pieces, leaving the duct unattached. Again, the same uncorrected issue. I don't know if this was the same duct previously discovered, or a different one. The tech again said he put a temporary fix in place and would report it to his supervisor. The the solution was to be provided by the CM duct div. I expressed extreme displeasure and asked that his supervisor (Jose) call me asap to discover when/how CM was going to fix this. As of today, 7/16/25 no such call has been received. I feel that CM is devoid of the customer focus they should have. Especially in the cases of repetitive failures of prior work. Even more importantly, they have shown over my years of paying for their highest contract, GOLD, to be incapable of returning phone calls. I they do not respond to Gold members, would anyone believe they are attentive to non members. read more

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. read more

CroppMetcalfe - Estimate to replace evaporator coil - Heating & Air Conditioning/HVAC Near Me - Fairfax, Virginia

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Requested service online to check my HVAC system. I received a call back about an hour later. The woman on the phone was very nonchalant and seemed distracted. In any case, she gave me an appointment for the following day between 12-4. The next day, I received a call around 11:30 from a man indicating a tech would be at my house between 12:00 and 12:30. Well, no one ever came, nor did I receive a phone call or email to let me know that day or the next day or weeks after. Extremely poor customer service, but I think that I dodged a bullet on this one! Thank you CroppMetcalfe! If I could give them a BIG FAT ZERO rating, I would! Well, I guess, I just did! Consider another company...I recommend HR Furr or McCarthy!!! Very professional!!! read more

We had the heat go out today. We had the system put in by CropMetcalfe, and thought they would do an emergency service, but no. They told us weather permitting they will be out tomorrow. It is only 19 degrees outside and snow is coming tonight. So, what are we supposed to do with no heat!!! They most likely will not come out tomorrow with the predicted snow amounts. Do not recommend them. They should stand behind their products and really do emergency service. read more

The first warm week this year the house couldn't get cool - no matter what I set the thermostat. This company had serviced the AC for the prior owner, so gave them a ring and they were out by the end of the day. The technician spent a half hour checking things and his diagnosis was everything was fine - it was just "old" (installed in 2006). A new heat pump was $13k - no alternative given but strong smell of gaslighting. Gave him his money and he left. We then had a couple of weeks of cold wet weather but the moment it got hot again (before the Memorial Day weekend of course) the house was warmer than outside even though the thermostat was set at 60. Called an independent tech and he found the problem right away - I had 1lb of Freon in a system that requires 9lbs. Why didn't the Cropp Metcalfe guy note this? Turns out the compressor needed replacing at a cost of $5200 (including labor). These people aren't interested in actually fixing anything but they will sell you a new one. Beware read more

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 bcoakley15@gmail.com. read more

CroppMetcalfe - Lawn with dead grass - Heating & Air Conditioning/HVAC Near Me - Fairfax, Virginia

This is the first time ever writing a review on anything For me. My water heater wasn't working properly, and I called this company as it was listed as one of the best pick companies in Fairfax. The technician was supposed to come this morning with the time window 8-12PM. I have been waiting all morning and called to check around 11:30am. The operator said the technician on saturdays don't start working till later noon, and she wasn't sure why this appointment was booked in the morning!? She said then the technician will be there around 2-2:30pm. At 2:30pm, I called the office again, and she said the technician is expected to be here around 3pm, and I had explained to her how inconvenient this has been since I wasted my whole day and had to cancel my other appointment with the late cancelation fee.. She apologized and told me then she will give me 50 dollar discount today( I was supposed to pay for diagnostic fee of 109 dollars or something) I double checked with her if I only pay then 59 dollars and she said yes. The technician came around 3:30pm, and checked and gave us a quote. I told him about the discount and he says that's only if I call back for actual service to apply that discount!? I called the office again to speak to the operator, and the office is closed. I am so confused if I should trust this company to install my new water heater... read more

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. read more

Had a visit scheduled today for a diagnosis. We work from home so busy but on standby for the visit. Apparently the plumber came and left after lightly knocking on the door. I called and was advised that they do not ring doorbells and will only lock - what the heck???. It's business protocol to only knock is what the representative told me. I was then told that we would need to reschedule for another day if want service as the technician moved on to another job. This is not a good first impression of the services to come. I am very disappointed. read more

Fantastic service! After receiving a week-long runaround from another company regarding AC which was no longer cooling, I called CM. I needed a 40-foot ladder to access a rooftop unit. The scheduled a team (Bernard and Ronnell, I believe), who came out the same day, perfectly within the time window given. They accessed my roof, replaced a capacitor within 45 minutes, and handed me a perfectly reasonable bill for a combo of the service plan (replacing the diagnostic fee), 40 foot ladder fee, and the capacitor. Will definitely be using them again as needed. Thank you, guys! read more

1st visit: "This is weird, not sure what to do with this. How long has your sink been doing this?" Nothing fixed. 2nd visit scheduled. No arrival. No call. I called them, and they told me that they had no idea there was an appointment scheduled. 3rd visit: "The parts that were ordered don't work. Also your sink is not a regular kind of sink that we work on, so, not sure what to tell you." I just want my money back. read more

We had used them for some time to service our HVAC unit. For the most part they were ok except for upselling that they would deem unnecessary when we would point out that it was covered in contract. This year technicians missed a simple issue that caused $50k in damages. When spoke to a manager was blown off for a month then told tough luck when finally got back in contact. Use anyone else. read more

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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. read more

CroppMetcalfe - Water damage - Heating & Air Conditioning/HVAC Near Me - Fairfax, Virginia

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I've been a CroppMetcalf customer for several decades. My recent experience has been more than disappointing. When my heating system needed replacement, they installed a system that they provided to few if any other customers and when it failed over the two coldest weeks we've had this winter, they had no idea how to fix it. The experienced tech said he had only seen one other such system (Rehm). They had to call the company techs because even the supervisory technician had no idea how to service it or troubleshoot it. It took two weeks to get a part, which they obtained but couldn't deliver to my house for an entire week. So I had 2 weeks with the temperature running in my house at 40 to 50 degrees. The part seemed to fix the system, but they couldn't be sure. If they never train on the system they sold me for $14,000, likely taking advantage of me, a single older woman, how can I be sure they know how to maintain it? They dropped the ball on this system multiple times, including taking 6 weeks to install it over the summer, during which I had no AC. read more

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. read more

Never called me back to schedule quote. I had to keep calling. Guy came out to provide quote and said he would email to me. I never got the quote. I waited 8 days and called to ask where is the quote. They never called me back. So I called again on the 9th day and they said they would be calling me back the next day. I never heard from them. How disrespectful to spend time gathering information to provide several necessary quotes to replace several HVAC units, and simply not respond or return a damn phone call. WASTE OF MY TIME. read more

Called this morning at 7 am, given window of 12-5 pm with promise to call one hour before. Okay, great. 4 pm rolls around, no call. I call and am told the tech is running late but I am literally the next call. Sure, no problem. 5:20 I see a missed call and call back, get someone in after hours call center. Tells me now 5:30-7. I call at 6:45, told again I am next stop. What are they doing that is taking 3 hours at the house before mine? I tell them to cancel the call. In the meantime my husband has figured out how to fix the water heater himself from watching YouTube. I dodged a bullet with this company. Should have checked the reviews here before calling. read more

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. read more

Technician broke an A/C unit and did not inform us. put in his notes he would come back the next day. Called for service when we discovered the unit was not working and weee informed of they knew of the issue. They did not reach out to let us know what was going on and are slow to respond now. read more

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. read more

Worst customer service ever!! Was on hold forever finally called back and they took my info and said someone would call me back, still waiting read more