Complaints

This profile includes complaints for CroppMetcalfe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CroppMetcalfe

  8421 Hilltop Rd Fairfax, VA 22031-4301

  
• 

  CroppMetcalfe

  5704 Camp Springs Ave Camp Springs, MD 20748-2506

  
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  CroppMetcalfe

  1162 Taft St Rockville, MD 20850-1310

  
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  CroppMetcalfe

  2816 Dorr Ave Fairfax, VA 22031-1505

  
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  CroppMetcalfe

  5301 Holland Dr Beltsville, MD 20705-2310

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discovered a leak at the bottom of our toilet, and that once flush it would refill but would not stop. Causing the toilet to continuous run and water showing at the bottom of the toilet soaking the floor. I called for an appointment from CroppMetcalfe and a technician was sent to my home. He looked at the toilet and worked up an estimate which I agreed and signed. He did not have the parts and had to go to the warehouse to secure them and would be back the next day to repair the problems of the toilet. The technician did return and started to repair the toilet. I did not stand over him while he was repairing the toilet. At this time I wish I did. He did as he started repair the toilet and told me what he had done. He did stated that he did fix the water leak on the floor because he did check it out multiple time. This was not done in front of me so I took his word on doing the repair. He did mention that if water did return that the flange many needed to be change, but at this time it was repaired. He also let me know that I could purchase a Preferred Service Plan for plumbing and if the water did return that if we purchased this plan that the repair would be done possible free. My husband and myself told the technician that we would have to think about it. The technician did also state that if it leak that we had a one year warranty on the repairs and that a technician would be sent to repair the leak again. The technician left. I began to clean around the toilet area. I flushed the toilet and the water leak was not as bad but was still there. I called CroppMetcalfe and let them know about the leak had returned but was not as bad as before. The technician was called and told the person from CroppMetcalfe that I need to get a contractor to break up the flooring to replace the flange and then the technician would come out to do the repair, and then the contractor would have to come back to repair the flooring. I was not happy to hear this and stated to the person what the technician did tell me that the leak would be repair if it returned. If the flange does need repair why can't they do it? By the picture the flange sits on top of the flooring.

  Business Response

  Date: 08/30/2023

  Verbally spoke to customer.  Our plumber did not properly fix the toilet to our 5-star standards in full transparency.  We will send another plumber out to finish the job and offer the customer a credit.  We apologize for any inconvenience.  

  Customer Answer

  Date: 09/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents AC stopped working and he contacted Cropp Metcalfe to repair his AC. His intent was to consider replacing the AC next year. Somehow, the conversation changed and he was sold a new AC, Furnace and water heater for $17,700. I was out of town when this occurred and when I returned, learned about the transaction. When I saw the price, I contacted Cropp Metcalfe immediately and stopped the delivery/install before it occurred so my father could get additional quotes to compare prices. We got 2 more quotes, the best being $8200 less. I researched *****, the product Cropp Metcalfe proposed and found it was rated as a budget system and the lowest quote was for a *****, the highest rated system. Reviews for ***** has 2 out of 5 stars for satisfaction and ***** received 5 out of 5 stars. All 3 quotes and reviews are attached. In addition, the ***** system we selected is rated at 15 SEER and the ***** system Cropp Metcalfe proposed was rated at 14 SEER. The ***** system Cropp Metcalfe proposed was less efficient, lower quality, lower satisfaction reviews, lower cost equipment, but the charge was for a premium system at $8200 more than the top rated ***** system that is more efficient and has a better reliability rating. My father is 82. His attention span is limited and he has a hard time reading fine print (the restocking fee was printed on the agreement he received AFTER signing on a tablet, was printed a about 5pt font - normal size font is 12pt). My father was not told about the restocking fee at the time he signed on the tablet. He could not read the fine print on the back of the agreement when it was e-mailed to him because it was too small. The restocking fee was never brought up during my conversations with Cropp Metcalfe when we cancelled the delivery date so we could get additional quotes. Cropp Metcalfe should be more considerate of the limitations of it's elderly customers and not take advantage of their reduced cognitive abilities.

  Business Response

  Date: 07/26/2023

  We will waive the restocking fee.  There is no reason to go into semantics but I will say all that you point out in the complaint is not factual.  

  Thanks

  *******************

  Executive Director

  CroppMetcalfe Services

  Customer Answer

  Date: 08/06/2023

  I never saw the response from Cropp Metcalf.  Can you resend?

• Initial Complaint

  Date:04/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cropp Metcalfe provided an estimate to repair heating and cooling discrepancies between our main level and upstairs level and stated that the repairs would greatly improve the situation. They completed the work requested and we noticed that there was no difference in the temperature differential. We reached back out, they sent someone to see if the job had been completed correctly and told us that someone would be reaching out with an update. We didnt hear back and after a couple weeks, we reached out and received no response. We reached out again, received no response. We sent in a contact form on their website, received no response. We are very frustrated after paying over $5000 and cant even receive a call back after expressing concerns. There is atleast a 10 degree difference between the upstairs and the main level of our home.

  Business Response

  Date: 05/05/2023

  We have attached the ******** report from our Sub-Contractor which shows a 97% reduction in duct leakage prior to that service which is a significant improvement.  We also added dampers to bedrooms.  The customer refused to do the attic proposed work which would have greatly remedied the issues in this complaint.  I did look at our call recording history and the customer's number did not show up at all so I am not sure who they have been trying to call.  The number we have on file is **************.  The team leader for that department has since left the company so maybe the customer was calling him directly?  I hope that is not the case.  If the customer would like to proceed with the additional work, please call our office line at ************** and ask for ******************************  

  Customer Answer

  Date: 05/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  When ******** was originally at our home to provide an estimate, he stated that he would be providing an estimate with a list of prioritized items that would improve the temperature differential in our home. He never stated that all the items needed to be completed in order to notice a difference. You can also see his statements on the attached email as well. We approved the first two items, and received no other feedback at that point that would indicate that these fixes alone would not be enough. We hired Cropp Metcalfe to fix the temperature difference between the upstairs and main floor, not to improve air flow. To say that it was not fixed because we did not choose the last service recommended, fails to address the fact that we were never told that the last recommendation was a requirement and the fact that despite paying thousands of dollars to implement the first two services, nothing changed and we therefore paid for nothing. 

  Also, attached are three emails that were sent out, where we never received any responses. In addition, I called the numbers I was provided for ******** and for ****, leaving messages with no response, and filled out a contact form on the Cropp Metcalfe website. 

  We continue to be extremely frustrated with the services provided by Cropp Metcalfe and felt as if we were taken advantage of. 

  Regards,
  
  ***********************

  Business Response

  Date: 05/23/2023

  You have to do the attic work that is outlined in the proposal.  The work which you agreed to was documented to be very effective in what it was intended to do.  I attached the proof in my earlier response.  You have heat which is escaping thru your upstairs into the attic.  Sealing the attic and adding the correct amount of insulation will alleviate that.  I'm sorry but we are not going to refund any monies because you did not go with the entire proposal. 

  Customer Answer

  Date: 05/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  I am rejecting this response because:

  It was made very clear from the beginning and in the email that the work recommended was an itemized list of importance. We were told to choose the work that we would like completed. Never once was it shared with us that we needed to buy every component that was offered and on the proposal the items were clearly separated, not lumped together as a fix all package. When we chose the first two options, we were never told that we would need to also purchase the third option to make it work. Also, if that was the case, that we needed to do the insulation for it to work, then we did not need to do the other two options that we paid for because they clearly do not work on their own. We paid for work that did absolutely nothing, and were never once informed that not doing the insulation would impact the job. Incredibly dishonest business practices, and the fact that you are now blaming the customer because YOU failed to disclose the correct information is very disappointing.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding Invoice #: ********* CroppMetcalfe came on March 23, 2022 to clean the dryer vent. The dryer is located on the 2nd floor on the house with the outside vent on top of the garage roof. The crew that was assigned to this task, were unable to remove the air vent cover because they said they didn't have an extended ladder. The tech finally managed to get hold of a ladder but due to rain, they were not able to perform the cleaning of the vent.I called the main office on March 24 and asked for a competent crew and proper equipment to reach the air vent. They came back on March 28, same crew with an extended ladder, but they were unable to reach the vent, remove the cover and properly clean the vent that now has all the lint. The tech informed us that he could not reach the vent from the outside, which he should have known from his prior visit and that the extended ladder was not the proper equipment. He thinks the vent does not need cleaning. If he could not vacuum the outside vent, how could the duck been properly cleaned? This is a part of the cleaning process for the vent. We are extremely disappointed. Since it was the same crew that came the 2nd time, they should have known to bring proper equipment to reach out the outside vent. We have several contracts with CroppMetcalfe. We have an air conditioning and pest/termite for our primary residence along with contracts for three of our rental properties. We have been with CroppMetcalfe over 10 years and we are very upset with this service. We have received a bill for $245 and I am willing to pay the bill if a tech comes back and actually cleans the outside vent that was never cleaned. I look forward to BBB helping me with this case and having CroppMetcalfe resolve this outstanding issue.

  Business Response

  Date: 06/21/2022

  I have spoke to my Team Leader for that Department and he tells me the customer is happy and satisfied after resolving the issue in question.