ComplaintsforCroppMetcalfe

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  08/06/2023

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

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this complaint on behalf of ************************* owner of ********************NE Washington DC, ********. **************** is deaf and has difficulties communicating verbally. **************** hired CroppMetcalfe Plumbing on 02/16/2022 to fix a broken pipe under a slab. The estimate said that the price of $3,950 was based on two days of labor with normal digging conditions. However, the salesperson stated via email that he would adjust the price if the work was conducted in less time. The work was done on 02/17/2022 in 4 hours, but **************** was informed that there were no inspectors available until 02/22/22. The plumbers came back on the 22nd and waited outside for the inspector for approximately 2 hours. They covered the hole and finished the job. In total they completed the work, including wait time for the inspection in no more than 8 hours. CroppMetcalfe charged **************** for 2 full days because they said that they see the work as by the day regardless of the time they spent at the site which is not what the salesperson stated in writing. After submitting a complaint, they were willing to refund only $400, but I firmly believe **************** is entitled to get at least half of the money he paid. In addition, according to DCRA, CroppMetcalfe currently does NOT have a license to work in DC and failed to disclose it which makes the overcharge even worst because he no longer can count on the 3-year warranty for the job performed.I am attaching the estimate, proof of credit card payment and thread of email correspondence with CroppMetcalfe staff. I also submitted a complaint to DCRA and that's how I found out that the company does not have a current license in DC

  Business response

  04/04/2022

  Please provide *Power of Attorney that you are authorized to discuss this matter for *************************.  

  Customer response

  05/25/2022

  [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:

  From: ******* ****** <*****************@*****.com>
  Date: Tue, May 24, 2022 at 3:03 PM
  Subject: Complaint ID ********; CroppMetcalfe
  To: <*******@mybbb.org>, ****** ****** <***********@*****.com>
  
  Good Afternoon *** ******,
  This message is in regards to complaint # ********. On April 15th, "CroppMetcalfe stated that a refund for $1975 will be processed for ****** ******.  Please allow 2-4 weeks for that process". 
  It has been over 5 weeks and the company has not sent  the refund yet.
  Please advise on how to proceed.
  
  Respectfully,
  
  ******* ******

  Business response

  05/25/2022

  I checked with our Accounting Department and the refund was processed.  And to follow up with the DC licensing issue, it was the City's mistake and have dismissed any notices resulting from the job.  As I stated, CroppMetcalfe takes great pride in licensing, permitting and making sure all our standings are in perfect in every jurisdiction.   

*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. ↩