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

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. read more

Terrible customer service! Waited 20 minutes just for them to pick up my call for a repair job. The receptionist would not and could not answer what I thought were basic questions about getting a technician out to my home. I would call any other plumber. read more

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 read more

I used CroppMetcalfe for years and have been extremely satisfied. However, the company has changed. I will no longer use them as their service/ knowledge has greatly diminished. Problems with them in the past lately - e.g. misdiagnosed mound of large pile of dirt under the house. ( not rats/ foxes as two different Techs at different times insisted, ( it was a rabbit hole). Today, technician was supposed to arrive between 12:00 - 5:00 to install new humidifier.:He never showed up, never called. At 6:30 I received call say he could come tomorrow. Unfortunately, I don't feel comfortable dealing with this company anymore. read more

In my experience, I have contacted CroppMetcalfe several times over the course of a year or two, and I am trying to understand why they call themselves "home of the 5 star technician." I have given these folks several opportunities, but they are sloppy, lack punctuality, lack responsiveness, and can be very condescending over the phone acting as it if is your fault when they run late or don't show up at all when you schedule an appointment. Last week we made an appointment for someone to show at 7:30 AM, and 45 minutes passed without any communication from the company or the technician. I had to call twice to get an update. These people have no respect for customers time, and I am not even confident in their assessments per past experiences. Today was the last straw, and this is very likely the last time I contact them for anything. They were an easy and "fast" option, but there is no quality and there is no punctuality. So, if this company works for you that is great, but for those of us that have been stood up and experience sloppiness from this company in both customer service and quality of products/work, there are other people / companies out there, so you might want to invest a bit of time, and pass through the top searches where this company comes in first, and go down the list. read more

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! read more

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. read more

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. read more

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. read more

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. read more

PLUMBING - Home of the ZERO STAR TECHNICIAN! Paid 500 for a new handle and Flapper for my Toilet . It never worked properly . Today on the 4th warranty call comeback it is supposedly fixed by replacement of a defective flapper originally installed 2 weeks ago. They kept sending the same ineffective tech , John Lange , until I requested someone else , Raymond Neal , who (hopefully) finally diagnosed the problem , which progressively got worse. The toilet would run for 15 seconds every hour or so. Over the weekend I called for a service call - early on Saturday morning and was told they were fully booked over the weekend , (dubious at best) . So I had to incur 3 more days of water bill increase. read more

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. read more

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. read more

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. read more

CroppMetcalfe called and resolved the problem to my satisfaction. I have increased their rating to 4 stars as a result.

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. read more

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. read more

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!!! read more

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. read more

A few days ago Michael Griffin put a vent in our basement to fix a problem with our heating system. He did an excellent job and cleaned up any mess made . I was very impressed with his professionalism. Jonathan, from home performance discovered what the problem was with the heating system noise. I was pleased with all the service. My only suggestion is that they employ more people in the home performance dept. to answer the phones. It was difficult to get in touch, but we finally did . Janet T Columbia, Md. read more

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... read more

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. read more

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! read more

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! read more

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.

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. read more

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. read more

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!

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. read more

I signed up with the company because I found out in the Best Pick report in Fairfax county 2021 magazine, which is not valid. The company is wildly open when you want to hear about you would like to have an agreement. Poor Scheduling. Poor Service offering the Pets and termite control , too costly for 5 minutes service charged $123.00! And cutting your ears when it appears to find out how to increase the agreed price. Overall do not use or watch out with the company and believe the BEST PICK REPORT OF FAIRFAX COUNTY. I rated POOR Over all! read more

Great experience, would highly recommend. Service technician was prompt, respectful, and friendly. Diagnosed and solved the problem with my AC quickly. read more

Mice Ricky Miller the Pest Control Technician was professional. After two services, I believe the mouse problem has been solved. read more

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 read more

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. read more

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. read more

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. read more

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! read more

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 read more

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. read more