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

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

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.

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

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

Called for an estimate to upgrade HVAC that is 25 years young. First person I spoke with said if I am not a current customer, they are too busy to come do that and to call another company. I reported this online to CM and within minutes got a call inquiring about the service person I spoke to. That person impressed me b/c she validated and followed up to sales to have them get in touch immediately. My unit is still operational, so while not in a hurry, I am eager to get it done. TOM set up an appointment for the next day. Within an hour of the appointment he cxl and asked me to send pictures of my 2 ton system so he could configure an estimate. I text these and have never heard back. I even text again asking were the images okay. If this is how difficult it is just to get them to come out, I have to believe the folks who have had issue after issue with the quality of their work and lack of communication. To just flake on an $8k job is not acceptable. 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

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

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

I want to recognize Arthur for his exceptional customer service in handling and treating a problem I was experiencing at my home with rodents. His expertise, professional demeanor and thorough inspection of my property, in addition to his sealing up a point of entry took care of the problem. He is accurate, very knowledgeable about pests of all kinds, and has the highest standard of excellence in his work. He deserves special recognition for all he has done. I am a very pleased and most grateful customer. read more

In late October 2019 a technician went into my house For the heating maintenance. He spent about 2 hours, which was very unusual for a brand new unit, then he came back up and left without saying much. Two months later, the temperature drops quite a bit and I notice that one side of the house is getting no air. I go into the utility room and I notice that my damper handles are broken. They are nowhere to be found on the floor. A technician came just to verify, no checks are done on my system. Then I am told that it will be 550 dollars to fix it (with a 200 dollar discount according to them). If someone went into your house and broke something, would you pay for it? I am a long term customer (before I bought my house I used them when I rented too) but it made no difference - their assumption is that I broke it. "Oh, if you would have caught it earlier you would have more leverage" was something I was actually told. I used to watch over what technicians do at my house. But it was my fault for trusting them and not doing it this time. I should always verify that technicians don't break stuff before leaving. My house has two adults (my wife and I) and I am the only one that knows how to use the dampers (their own technician during the spring maintenance showed me how to use them, before that I had no idea). I have no problem paying whatever is needed to fix something if I broke it or it's just wear and tear (example, I have their plumbing plan too and I paid 600 dollars for them to literally replace a small PVC pipe that is worth 10 bucks - labor could have been 30 minutes if the CM plumber hadn't broken the adjacent PVC pipe by mistake -making a mess - and made it two hours since he had to go to Home Depot to buy a new one) . But this case is obviously not that. It's very sketchy and I am not renewing my contract with them and I will be looking at other companies in the area for my service and fix my dampers. A company I can trust - I am pretty sure there are many in this area but CM is not one of them. PS: The topping on all of this mess was a verbal threat from the CroppMetcalfe CSR for defamation when I said I am going to leave them bad review on Google and Yelp - I usually don't but the sketchiness and bad Customer service makes this situation deserving of them. I feel the need to warn other potential customers that this could also happen to them. My review is just one of many bad ones they have. To be honest I should have been more careful when I selected them to maintain my heating/AC and plumbing. I should have checked their reviews here before hand. 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

I have had my air handling unit inside my condo under preventive maintenance with Cropp Metclaff for over 14 years. They are reliable dependable professional and always safe. Even more now they are doubly safe with their masks booties and gloves. I would recommend CroppMetcalfe to anyone who needs to have reliable air handling equipment maintained or a new unit installed. read more

I have used Cropp Metcalfe for years. They quality of service has gone completely down. I booked an appointment six weeks ago. The six weeks later they canceled the appointment 12 hours before their arrival. They did not schedule another technician. Next appointment two weeks later for a two hour window, no show, no call, no updates. Called them to find out the current customer is having problems it will be another hour. One hour later another hour delay. Two hours later - no update, called Cropp they contacted tech who did not answer. I was told there were 10 other people after me for service, for the same tech- Really- 10. Waiting 5 hours so far. The new service plan seems to be sell as many service contracts, take as many appointments, and see what happens. The customer is Crop Metcalfe lowest priority. Money is priority 1! read more

I really appreciate the effort to get me an appointment soon, as I only have one toilet. The first time he came he did not see the issue. He came back a second time when I heard the problem again, and did not charge me for the visit. It's all fixed! read more

Update: So, about a week later someone called us and asked why we didn't just call and have them come back. We told them that we did (how did he not know that?!) but we were told it would take a day for them to come back so we took out the manual and found their mistake - after about three hours. We played telephone tag then just gave up. No apology, offer to come back out, or any other remedy. I write this so that if you don't get the impression that this company cares when they respond to a review. They clearly don't. read more

Anything but "5 star service". Don't return messages, don't provide status, don't follow up. This week has been insane. Yes, it's been over the top hot but the issues we are having stem from lack of communication and miscommunication with CM. AC went out Saturday. CM doesn't work weekends so came out Monday. Nice, knowledgeable tech. At this point we are feeling very confident in our choice of servicers. Part was supposed to be ordered Monday. Assume it was ordered Tuesday. After several status request messages left with CM "parts department", and no callbacks, finally got Mike in parts. Put on hold a long time but told part would arrive locally Friday and it would be no problem to then get it installed Friday. Called Friday morning again - parts guy would check on status and call me back. No call back. Called again hours later and told yup part will be at vendor by 3, and they will send someone to pick it up and yes, it would be installed today. Called again a couple of hours later - dispatch picks up and says Um No, parts guy Notes say there is a delay with shipping, not arriving today and no updates to delivery status. Tells me parts guy never picks up his phone so she'll email him and ask him to call me. No call back. In the meantime, I spend much time tracking down the ordered part with the manufacturer (no purchase order number or part number to go off of). Manufacturer finally locates order and the status is that it's not even scheduled to leave their warehouse for 13 more days!! Are we kidding? Call CM back, talk to Mike who claims he has no idea who the vendor is or who the source is supplying the ordered part; he'll "check". Put me on hold. That was 29 minutes ago. I'm banking that I was put on hold and he left for the weekend. Totally disgusted with how this has been handled. The "it's hot" everywhere answer DOES NOT APPLY. No call backs, no status updates - this is a communication and customer service issue. CM gave absolutely no indication that this was a multi week ordeal so that we could plan for the hottest weeks of the year without AC. They did however sell us a maintenance package or two along with ordering the part. They were HAPPY to do that of course. Seemingly could not care less about restoring our service. Definitely feel like we are just another number. Seriously disappointed. Our previous experience with this company was better. Unsure what the source of the change is but it's gone downhill. read more

Diagnostic Fraudulent Ad croppmetcalfe's diagnostic/maintenance check is actually just a technician visit, specifically, "it is just to have a conversation". Wasted an entire Saturday with their 5 hour window, to only be told that he is not here to Diagnose what is wrong with my unit. Then what are you here for? Clearly, I called you because my job is not in the AC field. Are you honestly just going to go with what I say and really not figure out what is wrong with my unit? Ughhhhhhh read more

Technician went to my relatives condo they are renting out and I was told it was just to standby as the tenants child (Under 18) was home and they wouldn't proceed with work unless an adult was present. Showed up on the scene and i met with Moises who got out of the car and informed me there was a pending balance that was due for labor in the amount of $280, was very surprised and upset and asked what exactly he was going to do he spoke in HVAC Tech Terms which doesn't mean much to the average consumer I explained to him I was there for about six hours the day before unthawing the ice that had frozen on my unit and he didn't sympathize or anything just went straight to there's a charge for $280 for his hour or less visit and he'll let me know when he's done. When he came back to me after checking the unit that he's doing this really great discount from $1200 to $900 less and that all I have to pay now is $300 some for both labor and parts, wow sounds too good to be true okay sure do what you think is necessary and I need to leave for work before 11am. Moises finished and went to his van to write up numbers, he comes back to me with writing on his gloves and an iPad with an outdated software thats not user friendly for understanding what exactly i'm being charged for, he proceeds and tells me after signing the contract the price now is $650 and to pay, i'm now upset and have completely lost trust in this business and their tech but i need to leave for work so went ahead and paid. Today i'm writing this to inform anyone who uses them to not let them proceed with any work unless you have a solid quote in writing for both labor and parts as i had the carpet pulled from under me. Work was done okay but I'm sure could of been done at a reasonable price from what i was invoiced that day. read more

100% Scam. They sent a guy who could not fix or replace a faucet. He said it should be under warranty and left, but not before charging a service call. I explained to him that we just purchased the house and don't have any paperwork. We would have paid for a new one, but it seemed that he was looking for a more expensive job and not our simple faucet repair. I called the company to complain and they were not responsive. read more

Stay away! Stay away! Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away!Stay away! Charged me 1000$ and issue wasn't fixed what a ripoff, so many other places to go to. To be fair this was for the property located in washington DC not sure how the regional offices work. You send me your number Eric and i will call you. read more

Totally ridiculous markups. Replaced a $12 Capacitor and charged me $205. Then took a total of 8 minutes to replace my fan Motor which costs $189 retail and charged me $749. Neither I Nor any of my friends that I've told this story to will ever use them for A/C service....never! read more

Phone rep and the service tech, Pierre, were nice, but they charged me $225 dollars to install an $8 part that you just simply plug in on top of the $99 service call. I understand paying for labor, the cost of the part, and testing, but this was ridiculous. They have not responded to my email asking about why such a huge upcharge. I would avoid this company as there are better ones out there not as likely to overcharge you. read more

I was referred to this business by a homeowners guide circulated in my neighborhood. I'm surprised that I'm writing such a negative review because they were included in this booklet. I scheduled a service for today for a garbage disposal repair or replacement. 1) Last night I got a call confirming the technician would arrive at 8am today. The technician arrived 40 minutes late but did not call to notify me. 2) He attempted the repair for about 5 minutes, then told me a replacement was needed, and he had units on the truck for $800. The retail price of the models he quoted were in the $100-200 range. 3) After I politely declined the replacement, he left everything he had taken out on the floors and countertops without cleaning up after himself. Barely said thank-you when he walked out the door. This was over-priced, dishonest, lazy service, and my problem was not even resolved. Now that I'm reading the horrible reviews written below, I'm glad I'm not the only one who feels this way! read more

Checked the A/C and humidifier. Needed a new filter. Very nice and explained what he did and further explained the proper vent position (close/open) for the different seasons. Courteous and respectful of my house and me. He wore a mask, as I did. read more

I had Cropp Metcalfe come by to put in a replacement garbage disposal that I had purchased. I asked about price before when calling for an appointment. None was provided. I had replaced this earlier garbage disposal myself, but because of its weight and my age, I didn't figure I could do it again. It is an easy and relatively quick job... took me about 30 minutes to put this one in. When the "Five Star Plumber" arrived, he looked at the disposal and gave me a price of $500+ for this job that should have taken no more than 30 minutes. That equates to $1000 an hour. I quickly let him go - paying his charge of $86.95 for the visit. Even if the job took an hour - once again a inexperienced first-time installer - me - did it in 30 minutes - $500 an hour is a mighty pricy cost. The plumber informed me that "everything has gone up" - but there was nothing for him to buy - we are only talking his time. I hired a licensed plumber to do the job - he finished in 20 minutes. I have come to believe that the Cropp Metcalfe man didn't want to spend his time doing the job so gave an outrageous estimate to then "earn" the diagnostic charge of $87. I hope I am wrong about this, but be warned. read more

Not impressed. I called Cropp Metcalfe because I had pretty good experiences with my mother's house in DC for furnace, A/C and plumbing work a couple years back but I will look elsewhere from now on for service. I expect to be given viable options to help weigh the pros and cons from a repair professional and I don't want to have to wait on another appointment with an estimator/sales rep two days later. For this appointment, I was given a window of 8-12 for a tech to come look at my A/C which was not blowing very cold, likely in need of freon. I told the scheduler it was a 1988 model. At 10:44 I got a call that the tech was on the way. At 10:48 they called back to say he was tied up at his job, an unexpected issue and would be about another hour. I called the office back at 12:45 to ask what the status was and they checked and said he finished the other job but had to have a lunch break and would show up about 1:30. He showed up, not even a cursory acknowledgement that they were at least 1.5 hours late (I could have gone to work in the morning too) , he checked out the unit and said the freon was about half low (got it) and had a leak (thus the need for freon) and it would run about $350 to look for the leak, then whatever repairs were needed (no idea, it might be a thousand or so for a new coil?) plus the freon, old style R-22 at $150 per pound, likely another $300 or $400. He said it was a lot of money to put into an old system, which I understood, but I asked for a recommendation on whether just the freon recharge might get us through the last month or so of summer. No way to tell, he said. Fair enough. I asked again for his recommendation and was told it's up to me. Got it. So do I need a new system, and how much is that? Several thousand dollars? He could not give me a price but said it would be at least double that, and they would have to send another company rep to give me a quote. He called the office but the earliest a person could come was two days later. Still no A/C today, not a good prospect with a home office, so I said no thanks. I asked again about the chances of making it a few more weeks or month with a simple freon charge and was told it was up to me with no guarantees. I said I would just pay for the service call $105 or whatever, and figure things out. I called a tech I've used before but who runs his own small business out of distant Maryland (I'm in Arlington) but he happened to be working in DC that day and he said he'd come over in the late afternoon. He ran all the tests and cleaned the coils, and said he thought it was worth trying to make it through summer, pumped in 4 pounds of freon and a sealer and got everything set up and working fine, still cooling as of today, and said if the freon is gone again in two weeks we'll know I need a new system -- no need to run any other tests on a 29-year-old system, and he agreed that it's not worth major repairs. So, yes, I should have called him first. read more

Absurd prices and the sales rep doesn't return calls or emails. Their costs are high to make up for their huge overhead due to radio and tv commercials. They can't even give an itemized breakdown of costs for a simple job. When I asked why the estimate was so high I was told because it takes time to do it right. Took 4 calls and emails to get a simple estimate. read more

Cropp Metcalfe has been managing 4 of my props, including my home, for several years. As of now, their service is 5 star. The reason I'm giving them 4 stars is because of some issues in previous years, but they have been 5 stars in the past 2 yrs. If that continues for another year, I'll upgrade them to 5 star, hope they do. read more