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

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

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

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

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

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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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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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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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. read more

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

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

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

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