It must be Murphy's Law that when you get pregnant and the temperature hits the 90's, your air conditioning breaks down. This is exactly what happened to me last week when my husband and I discovered our AC was no longer cooling the house. We called CroppMetcalfe and scheduled an appointment for a technician to come out and take a look at our system. Miguel came to our home and was very polite and professional. He wore booties as to not track dirt in our home and cleaned up after himself which I appreciated. After doing extensive diagnostics and letting us know the severity of our problem, Miguel recommended that the best solution was to replace it, as it would be more cost effective than trying to repair the multiple problems. We were expecting this diagnosis as we've made several repairs and temporary fixes over the past few years, and we knew our system was working on borrowed time. Within one hour, CroppMetcalfe called to schedule a sales appointment to evaluate our current system and make a recommendation for a replacement. Donny was very friendly and knowledgeable and made a recommendation for us based on our specific situation as homeowners. CroppMetcalfe was obviously very busy with upcoming installations, however considering the oppressive heat wave that was going to hit our area in the next few days, Donny managed to move our installation appointment up two days and provided us with a portable unit so we could keep our bedroom comfortable in the meantime. CroppMetcalfe certainly cares about ensuring their customers are comfortable and comfortable moments are few and far between when you are pregnant in the Summer so this added service was much appreciated! We were also able to schedule the installation for a Saturday, which was very helpful so my husband and I didn't have to take time off of work. Juan and Zack arrived at our house on time on Saturday morning to install the new system. Like at previous appointments with CroppMetcalfe, they wore booties and laid down drop cloths in the house to protect our flooring while they moved in and out of the house. We live in a row of townhouses, so I was concerned that they would drag dirty equipment through the house, but when they removed the old heat pump, they wheeled in all the way around the houses on the outside which was a much longer route, but very considerate of keeping our home clean. When Juan was removing the old equipment in our basement, he noticed there was a large hole in the cement foundation underneath the air handler that opened up directly to the ground around the main water pipe! We had no idea it was there and it was obviously missed by the builders because it should have been filled in with concrete. Rather than ignoring it and installing the new air handler over the hole like the previous unit, Juan let my husband and me know and advised us to fill the hole with concrete before he installed the new unit. I am sure Juan was anxious to continue installing the system so he could finish sooner, but we really appreciated his sincerity and giving us the time to fix the hole and prevent a number of possible problems such as flooding, and pest entry. Juan could have easily ignored the hole like a previous installation from another company had obviously done, but letting us know indicated that he actually cared about his customers rather than getting the job over with. The whole appointment went very smoothly and Juan and Zack were finished within six hours. The new unit is much smaller and quieter and we are so grateful to have wonderful cool air flowing in our home again! Thank you CroppMetcalfe for your efficient and high quality service, and we look forward to a comfortable Summer! read more

I received a very bad service from this company to repair my AC, I had to deal every time with a different technician and they were all saying different things, so very inconsistent diagnostic and service; when scheduling an appointment with them they give a waiting time window of 5 hours. The first technician that arrived make a diagnostic that was incorrect and charged me almost $1000 to pay up front and order a piece to be replaced. They let me wait 5 days and nobody reached out to me for an up date, I had to call them back several time before having one to talk to, they finally found the piece delivered and sent another technician to replace it but he "honestly" found out that the piece was not broken but the refrigerant was low. They left me for 5 days without AC for an easy fix. After 30 days the AC wasn't working again and the new technician said the thermostat was broken so he replaced it, after 10 days the AC is not working again. I called them again and made an appointment, one technician when arrived on site called me that he couldn't find parking and telling me that if he would have got a ticket I had to pay for it! This is INSANE!!!! I was telling him where to to find parking but he hanged up on me while I was talking and never responded back to my calls. I called customer service that said to me that I was yelling to them for no reason, while instead they were just trying to help me....I said that instead they were just stressing me out and they were not helpful at all. She said that the technician couldn't come back because he needed to keep going with the other appointment. I guess that since mine was a call that didn't required any payment for first visit and diagnostic it isn't a priority for them....She rescheduled the appointment the day after but the technician arrived when it was raining saying that he couldn't work on the roof and he couldn't wait for the rain to stop because he needed to move on of course...so he left and a soon he left it stopped raining. Now I am still waiting for someone to come or call me after sending several emails of complaint to customer service... I thought that engaging with a company or big business would have been better in receiving a professional and prompt service, instead I think they just try to make money on the first call, make a incorrect repair trying to convince you that the AC is broken and replaced it. After this experience I honestly prefer to hire people for a small business, look for an honest person that really takes care of customers and built his credentiality proving a good and honest service. read more

I had to take time to comment on the performance of Vicente, Juan and Kevin - which was FANTASTIC. On Thursday evening our furnace blew. We found out Friday that the 25 year old system was beyond fixing. First thing Saturday morning a team of three guys worked for 14+ hours removing and installing a new furnace, a/c and hot water heater. They were at our house until after 10p.m., with what seemed to be no lunch or dinner break! They painstakingly worked in a very small area where our furnace is located and installed the new system, hot water heater and external A/C unit with patience and attention to detail. When they were finished testing and cleaning up the basement we went down for a tour of the equipment and it was obvious that this team takes exceptional pride in their work. The units were meticulously hooked up and a lot of thought went into specific elements like our humidifier and placing new vents (necessary for code). I will proactively recommend Cropp and this team to anyone who needs a new unit installed. Our salesman, Rich, was also fantastic. We've worked together in the past and I was happy knowing I could trust that Rich was sincerely looking out for what was the best fit for my family and situation and not just trying to upcharge us in our moment of crisis. Rich left my house Friday afternoon and said "You will have heat tomorrow." That's a bold statement for someone who isn't going to be doing the work, but he said he knew the crew coming and that they did exceptional work. He was right! I wanted to commend the tech who first came to check/fix the unit. I think his name was Paul. He was super polite and very knowledgeable. Instead of pushing an expensive bandage for the unit, he was frank with me about the age and disposition of the furnace and I really appreciated that. Overall, we have and continue to highly recommend Cropp. While they may not be the cheapest option, IMO, you get what you pay for and I take comfort in the fact that I know I received fantastic service for the cost! read more

CroppMetcalfe sold me a defective Carrier gas furnace in 2011, and Cropp knew that it was defective. When my furnace failed prematurely, after only 9 years, and it began to leak a dangerous amount of carbon monoxide, Cropp offered to sell me a new furnace at a "discounted" rate of $4000. The discounted rate was available because, in 2007, Carrier entered into a nationwide settlement agreement in lawsuits alleging that Carrier gas furnaces, including the model sold to me, were defective. Carrier offered rebates to homeowners who had previously purchased the furnace. As a result of this settlement agreement and subsequent service bulletins issued by Carrier, Cropp became aware that this model was defective years before Cropp sold the furnace to me. Indeed, Cropp advertises that it received Carrier's highest honor, the President's Service Award, every year since 2007. Knowing that it had sold me a defective furnace with potentially deadly consequences, Cropp should have replaced it with a new furnace at its own expense. Instead, Cropp offered to sell me a new furnace for $4000. Despite letters from me and the Better Business Bureau regarding my complaint, Cropp has refused to communicate with me. CroppMetcalfe continues to create the false impression that it cares about its customers. In response to every negative review, "Eric T." from Cropp asks for the reviewer's contact information so that Cropp can look into his complaint. As requested, I provided contact information, yet Cropp has not tried to contact me. I suspect that Cropp does not contact any person giving a negative review. If I am wrong, and if Cropp does try to contact me about resolving my complaint, I promise that I will remove this post. read more

Beware of CM: service is horrible. I have the "bronze" level service agreement, which I will not be renewing. The irony is I just had my HVAC unit "serviced," which involved a CM tech coming out to sell me on performing an energy audit at over $300. He didn't even bother opening up the unit or doing any tests. Then, less than a week later, the unit fails because the condensation pipes are clogged (something that should've been checked during the service) and may need a new condensation pan. Just spent half a long-hot weekend waiting for their incompetent technicians to come out and service my AC unit. First they sent a plumber, instead of an HVAC specialist, who finally arrived around 1pm for a 9am-noon appointment and tells me he won't do anything (but proceeds to spend 30mins working on an invoice for the service call). Then, was give a 2-4pm window for HVAC tech. He finally arrived at 5:30pm. After spending 10 mins looking at my unit, he was unable to diagnose the problem but suspected I indeed needed a new condensation pan. Given it was now after hours, unable to order parts. He then spent 30 mins determining my bill for his 10 mins of time, $105, which I paid. Next day, hoping to get part installed, was told the tech had the day off and had not filed the part number. I was given another window the next day for another tech to come out and get the part number, noon until 2pm. No show, no call. And now, it's swelling hot and a holiday. No AC, and no prospects for how or if CM will do anything to help me. Now, calling around for other repairman. read more

We recently had a series of problems with our heating system. They started on a Saturday, when we found that our furnace was heating intermitantly. We called CroppMetcalfe, with whom we had a service contract, and were thrilled at how quickly that had a technician at our house. When he left, the system was working, and it worked for a day before the problem reappeared.Again a technician came as expected, and again the problem was fixed by the time he left. Two more cycles of problems brought the CroppMetcalfe team leader, who diagnosed the problem as gas pressure. A previous technician had thought that was the problem but did not work with gas. When I went outside, I in fact smelled gas and called the gas company. A gas company contractor arrived, and denied that there was a gas pressure problem, although the pressure at the furnace was lower than the sticker on the furnace specified a higher minimum pressure that we are receiving. The gas company contractor reluctantly replaced two regulators, as a result of which the desired pressure was achieved, and the system seemed to work. The next day, however, the problem recurred. The team leader returned, and spent hours working on the furnace, all the while assuring me that the furnace did not have to be replaced. It has now been working fine for a couple of weeks. The many hours of technician time were covered by our service contract, which we've had since the company opened shop and took over our previous HVAC contractor. Our service contract is one of the best investments we've ever made. read more

I originally called this co. for termite insurance. I was impressed with tech who came, and then when my sewer backed up, I called them. They came out two days later cause I wanted to have them inspect line with a camera, plus it would be cheaper on a week day. They came out around 6:30 PM and snaked out my line. It was a job, but the price was really good for around here, 250.00 (an intro price I believe) the guys were very professional, courteous and were very careful as far as keeping the house nice. ( I had already cleaned the sewage up after all this happened) With the camera they gave me the bad news. Roots, not only from just outside the house, but also under the slab of my basement. Uhhh! Praise God, insurance covered it! The next crew came in a week later, and they were very professional, courteous and did a fantastic job. They did minimal damage, took the time to set up tarps to minimize dust, and landscaped it so it looked like nothing happened. The only thing is that is evidence that they came is they installed an exterior clean out behind a shrub by the house, ( a good thing). I would highly recommend this company from start to finish. They are the best and know what they are doing. I also thought their price was reasonable and deducted the cost of the first snaking from the total cost and then some. read more

We have a complex, top notch HVAC system because I have complex medical problems; failure of our AC during hot weather can rapidly present a life-threatening situation for me. When our AC suddenly failed recently, I was so glad that we had purchased a "GOLD Service Contract" with Cropp Metcalfe! When I called to report the problem, Cropp's HVAC Director Dave Young immediately recognized the emergency nature of my need. He promptly dispatched Miguel Soliz, 1 of his expert HVAC diagnosticians who was familiar with the challenges of our complex HVAC system. As always, Miguel demonstrated exceptional thoroughness & diagnostic skills in identifying the problem which would require major repair of the heat pump AC component. Necessary parts were not available locally, so he arranged expedited delivery for the next morning. Recognizing my medical necessity for AC, he ingeniously figured out a way to jerryrig the AC system to keep it funcitoning overnite until the parts arrived next morning! The next morning he performed all the necessary repairs as expertly & quickly as possible. Dave & Miguel once again demonstrated they are exceptional professionals dedicated to excellence. Their fast & effective action prevented a potentailly life-threatening situation for me. THANK YOU DAVE, MIGUEL & CROPP METCALFE, FFX! read more

From the first phone call to the repairman walking out the door, everything about my experience with CroppMetcalfe was five stars. I was greeted promptly when I called and they worked with me to set an appointment that worked with my schedule, looking at various days to find out when my preferred time of day was available. When the repairman arrived, he looked at the electrical work I needed done, explained what the issues likely were, and offered a quick estimate. Once I agreed to the job he got to work immediately and was done quickly. He showed me what he had done, showed me that the issue was fixed, and presented me with the bill. About the only minor issue I had was payment -- if you want to pay by credit card, they have to call it in to the main office to process, rather than having something like Square on their phone. However, when I expressed this opinion to the repairman, he explained why -- apparently some customers aren't comfortable with their credit card being swiped to a cell phone and they'd received questions about if the data was being kept. So to eliminate any potential worries, they just call in all credit cards. Overall it was a great experience. I won't hesitate to use them again and would recommend them to others. read more

We chose this company to replace the horrible polybutylene water lines in our house (which were springing new leaks every few months) with copper. We made a good choice. The company was in and out within a few days and the new copper lines are working perfectly. A year or two after our switch to copper, we found a leak in the main water supply valve (not technically part of the original job, apparently) and the repairman came out, half-heartedly explained that it was outside the scope of the original job, but repaired it anyway for no charge, leaving behind some very happy and satisfied customers. These folks will have our future plumbing business (BUT HOPEFULLY NOT MUCH!) and they are OK in my book. Also, my wife had a minor kitchen leak recently while I was out of town, and CroppMetcalfe came out immediately to tighten a nut that I had probably not done correctly while replacing a part in a faucet. Hopefully, we'll not have many more of those either, but it seems like the salts in the Fairfax water supply causes crud and corrosion over time, so we'll probably be giving this company more business in the future, if for nothing more than to repair my failed amateur plumbing forays. These guys are alright. read more

I had what I initially thought was a leaking water heater but upon examination by CroppMetcalfe turned out to be a dehumidifier installed by CroppMetcalfe in January and whose drainage tube was not firmly attached to the drain in my basement. Kevin D from CroppMetcalfe analyzed the problem quickly and accurately and designed a simple and effective remedy to fix it. Because water had migrated to the surrounding carpet and probably had done so over the course of the entire summer when the dehumidifier was working, he arranged for a remedial service to respond the next day and dry the carpet, replace the wet padding and remove any mold. Yes, it was a lot of work, tore up my basement (grandchildrens playground!), created a complete mess in the basement - all because of a faulty install on a drainage tube. People make mistakes and so do companies but the true rating of a companys performance is not just how well it does a job but how well it responds when the job it did was not done well. CM accepted responsibility immediately for the problem and made arrangements for restoration services to respond within 24 hrs. CM also agreed to pick up the tab. This response, in my opinion, earns CM its coveted fifth star. read more

5-Star Review for CroppMetcalfe CroppMetcalfe has serviced our HVAC system for years and helped us get an incredible 23 years out of it. When our aging system began to fail, they worked diligently to keep it running and were honest with us throughout the process. Unfortunately, after investing in several repairs, it became clear that the condenser had reached the end of its life. What impressed me most was how CroppMetcalfe handled the situation. They took into consideration the recent repair costs we had already incurred, worked with us on pricing, and quickly scheduled the installation of a new system. Within just a few days, we had a brand-new HVAC system up and running. From the service technicians to the sales team and installation crew, everyone was professional, knowledgeable, courteous, and focused on customer satisfaction. The installation was seamless, the price was fair, and the new system is performing exceptionally well. It's rare to find a company that stands behind its customers the way CroppMetcalfe does. After years of great service, they once again proved why they have earned our trust and business. Highly recommended. Great company and great people.- Styles Family read more

Stephen was absolutely the BEST ever tec who you sent to us!!! And there have been some very good other reps over our years of association. He was so professional, patient, careful in explanations... and so cautious in doing the right thing including getting a better ladder and assistance before going on the roof to work on compressor. VERY impressive and plus we had an amazing time of sharing while waiting for Marvin (another fine rep) to come to assure safety for all. It was extra value in understanding Cropp-Metcalfe's and your employees' principles. Their counsel about preventive maintenance and how to make their next visit more efficient was extremely helpful and much appreciated. Plus I want to say thanks to the scheduler who got us on the quick action list since we are going to be away while visitors and a tenant were staying our home. We wanted to make sure air con was serviced and put up to date so no emergencies! Thank you. Thank you again. And by the way...the charges were reasonable given the amount of time spent by Stephen and Marvin. Please feel free to be In touch with us as Bronze clients when our servicing is due. Sincerely, Tom G read more

They were super easy to work with. I didn't understand the heater didn't work as I hadn't yet turned it on for winter, and when I did I realized the thermostat was wired wrong. But I also knew they were coming the next day, and didn't think it would matter. The person wasn't prepared for it, but I have to hand it to the supervisor, who tried to walk him through it and told him to just let it, and go onto the next appointment and they'd resend someone else. I give the supervisor an A+, it was the right call. And to be honest, people do need to learn, so I wasn't upset. I did want a service plan, and the receptionist told me to just tell the guy that when he arrived, so they handled it that way. They didn't handle it that way for flushing my water heater, which it works I just wanted it flushed once a year, and would have gotten that plan too rather than a service call! All in all I like the company. I need a service plan, so it works great for me. Honestly, A++ to the supervisor for making the right call to send the guy to his next appointment and send me someone who knew the issue was the thermostat. read more

A CroppMetcalfe service technician diagnosed a failing draft inducer motor in my furnace, then called the home office for a part price and returned with a price of over $1000. I had to pay a $300 deposit just for them to order the part (which of course they did not have in stock). Later that day, a few minutes of research by me showed that the exact part, OEM (not a cheap substitute), was readily available from multiple suppliers at retail prices from $150-$230. In other words, Cropp was charging me something around 5 to 7 TIMES retail price for the part. This was exclusive of installation and another service call - they were going to charge me ADDITIONAL for those. I called their manager and he would not negotiate at all on the part price, nor did he seem to think it was outrageous. He also said they would charge me a 15% "restocking fee" (that's $150 if based on their quoted part price), even they though haven't even ordered the part yet! I have canceled my service contract with CroppMetcalfe and will never do business with them again. BUYER BEWARE of price gouging on parts from CroppMetcalfe. read more

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. read more