Cropp Metcalfe

Review: The vendor came to repair my air conditioning and told me by phone that my unit was ruined because I cover the external unit for the winter and forgot to take it off when the summer came. It is not what they wrote in the bill. Then, they sold me parts that they said were needed to fix the problem. After they fixed the problem, they said that all the parts installed where rather to prevent the unit from failing again with the same issue. It happens that now it failed again with the same problem. When they serviced the unit, I realized they sold me parts I did not need and I was charged excessibly for the repair about $960. So, I wrote them a letter but never heard from them - the repair they did included a contract to maintain the unit for a year, but today when I called them, they said that there will be a charge for coming out. I said that I asked what the contract for a year meant - but they did not know of the contract - the person who spoke to me over the phone today (8/9/13) was [redacted] or [redacted]. They refused to come to assist me - then she ask me to hold on the phone and then came back saying that perhaps they will schedule me for another time. I said that I was very dissatisfied with the service they provided the first time and mentioned the letter they never responded to. I asked them to look at the charge of the service they provided back in April. [redacted], called me back an said that someone will come to look at the unit. I waited for 4/5 hrs. and no one came. I have an 82-year old mother who is ill and cannot afford having no AC - they did not seem to care. I told them that I will have to contact someone else and that they should cancel the call.Desired Settlement: I would like to be fully reimbursed for the charge on April 10, 2013. Since I am not sure what the service man did, and what parts were installed and sold to me. The unit has failed again with the same problem. I should mention that I was not home when the service was done back in April. I asked the caregiver to open the door for the representative and to ask him to communicate with me about the service by calling me at work.

Business

Response:

I spoke with [redacted]. [redacted] on 8/13/13 and we came to an agreement that we would remove the accessory items that we recommended and that we would cancel her Bronze service with accessory coverage. We are going to recover the parts on Saturday 8/17/13 and issue a refund on an agreed amount. [redacted]HVAC Service Manager VirginiaCroppMetcalfe Services[redacted]

Review: I have a contract with CroppMetcalfe for the provision of plumbing services. They did an inspection and told me that I needed to have the drain in my master bedroom shower replaced. I told them that I needed the job done before I had out-of-town company arriving in about a month. After a long delay during which they did not keep in touch with me, they finally scheduled the work just before my company was to arrive. They did not provide an estimate other than the $79 cost for the replacement drain. Before the work started, they gave me an oral estimate of almost $700. I called and asked why the estimate was so high and what was the hourly rate for the work. I was told that the labor estimate was for 2 workers at 4 hours each. I told CroppMetcalfe that I expected that the price would be adjusted if the work did not take the estimated time. When the work was done, it took two workers two hours each. I marked the invoice with the time worked and my expectation of an adjustment of the bill. Since that time, I have repeatedly emailed and called CroppMetcalfe. I spoke to the person with whom I originally scheduled the work and stated that the bill was for the job, not for the hours of labor, and that I would have to take the matter up with a supervisor. I have emailed or called the supervisor several times each week since then. I received one return message on my answering machine the day after the first email several weeks ago and no other attempts to resolve or discuss this problem. Additionally, I should be receiving a discount on services because of my plumbing service contract. Cropp Metcalf has ignored all of my phone calls.Desired Settlement: 1) I want someone in Cropp Metcalfe management to contact me and discuss their performance.

2) I want an adjustment of my bill to reflect a realistic price for the hours of the job and cost of the equipment.

Business

Response:

**. [redacted] has been issued a mutually agreed upon refund of $100.00 to his credit card to reflect -10% off of Job#28339 which was $674.00 and a discount for his inconvenience. He has a plumbing service agreement. Thank you,[redacted]Plumbing SupervisorCroppMetcalfe

Review: CroppMetcalfe plumbing services charge me $600.00 for a 2" drain pipe and I now have two holes in my ceiling and there is mold behind my wall. I call Croppmetcalfe and they will not return my call.Desired Settlement: I was charge $600.00 for a 2" t shape drain pipe. I call to speak with [redacted] on 3-12-2013 about the payment and he will not return my call. [redacted] provide the plumbing service and didn't give me a price quote. I now have to holes cut out of my ceiling and it need to be repair. Croppmetcalfe number is [redacted].

Business

Response:

[redacted] Below is our response to [redacted] complaint. I've also attached a copy of the service ticket where [redacted] approved the work and the price. We have attempted to contact [redacted] five different times at the evening number in addition to emailing him. [redacted] has neither answered nor returned the phone calls or email. [redacted] was quoted the repair in advance of the work being performed and acknowledged such by initializing our invoice. [redacted] was also given a discount on the work of $40.00. [redacted] was informed we do not repair drywall when we have to cut holes to fix leaks. At this point CroppMetcalfe has exhausted every option we have to satisfy [redacted]. Thank you, [redacted] CroppPresidentCroppMetcalfe Services8421 Hilltop RdFairfax, VA 22031[redacted]www.croppmetcalfe.com

Review: The technician came out on Friday Jan 16th for a fall maintenance service. I was told the service would be $87. The tech told me the system 'wasn't working and he couldn't clean it'. He stated I would need a $625 part. I told him the system was working and it needed cleaning, please clean it. He said they are not allowed to clean if a system wasn't working. I told him I would prefer to get a second opinion first. I noticed that when I got home the system was running?! And it was still filthy. I noticed the LED light on the system blinking. It indicated a 34 error. That means the ignition lockout. The panel clearly states that when the ignition is in lockout to clean the flame sensor (which should have been part of my service). I went ahead and cleaned my own unit but CroppMetcalfe charged my account anyway?! I contacted them on Jan 20th to let them know I had no intention on paying them for something that I had to do on my own. I spoke to the customer service manager Erik L** ( I believe this was his name). I was assured that the funds would be returned. I've patiently waited for 11 business days and still no refund.Desired Settlement: I would like to receive my money

Account

[redacted] SECURE CHECKING [redacted]

Original Description

CROPPMETCALFE S xxx-xxx-[redacted] VA

Trans. Type

DEBIT CARD PURCHASE

Posted Date

Jan 20, 2015

Amount

($86.95)

Auth. Date

Jan 16, 2015

Business

Response:

The refund will be processed and sent to Ms. Bell. It should go out no later than Monday February 9, 2015

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: CroppMetcalfe installed a very expensive, brand new high tech AC system at my residence on April 22, 2014. On July 2, 2014, the system failed. Called company, they sent a clueless technician, so I had to ask for another one, who came later than expected. Diagnosed defective part and put in rush order. Five days since problem reported, no part, I'm sitting here in a hot house. This company may be well known, but pretty much jerks around customers, and I question their technician abilities on installs and repairs. I also question the products and parts they recommend. Also, it is very difficult to believe they cannot QUICKLY put their hands on a part carried by a well-known HVAC manufacturer who has been in nationwide business for decades and in a metro area of nearly 6 million population. They basically have a CAN'T DO attitude. I also have a service agreement with them, so you would think they would bend over backwards to meet my needs. Nope.Desired Settlement: Install by no later than July 8, 2014.

Business

Response:

To whom it may concern,

The newly installed HVAC system we put in for [redacted] on 4/22/14 did experience a problem with a failed part (TXV). Upon ordering the valve from the manufacture ([redacted]) we were informed the part was on back order from the factory which could take up to a couple weeks to receive. It took a couple days but we worked with the [redacted] Representative to get approval for a speedier upgraded repair of replacing the entire coil which included a new TXV. We were able to ge this new coil and get it installed 7/8/14. Our records indicate the new coil and TXV were installed correctly and have been and operating properly since. I tried on a couple of occasions to reach [redacted] by phone to make sure everything is working to his satisfaction but was unsuccessful and could not leave a voice mail because the mail box is full so I reach out to him by email. (see attached).

If [redacted] has any future dissatisfaction we would appreciate him contacting us with the opportunity to work it out.

Thanks you for your time and attention,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

The technician responded to the residence to replace a leaking pipe of the baseboard heating system and service the heating system. When the appointment was set they were told the pipe was behind a toilet which would need to be removed in order to make the repairs. When the technician arrived he saw the pipe was behind the toilet and said he needed a plumber to come out to move the toilet and fix the pipe. That technician left, and the plumber came several hours later, in the afternoon. The plumber arrived and told my elderly father the 6 INCHES of 3/4" pipe would cost $420.00. An outrageous price. He then stated that in order to fix the pipe, he would need to move and reset the toilet for an additional $336.00. My father is on a fixed income and preparing for hip replacement surgery. He had to get the work done in preparation of being incapacitated during the winter months. Further, had he refused the work, he would've been charged $90.00 just for the plumber to give the estimate. My father, reluctantly, gave the ok for the work to be done. When the plumber was finished, my father inspected the work and determined that the cover panels had not been replaced before thr toilet was reset. Concerned he would be charged to move the toilet again, he tolx the plumber to leave it. The plumber, then, informed my father the original technician would return the following morning to test the heating system.
The next morning, the heating technician came an determined the "Taco Circulator" needed to be replaced. He was told that replacement would cost an additional $575.00. He was told a $300.00 deposit was required. 5 DAYS later the tech returned, replaced the part and did the "Spring Special" for $86.95.
When I contacted management to complain about the pricing, I was originally told by Jeff H., that the $420.00 was to cover labor and should have covered the moving of the toilet (which would make the price a little more reasonable). He stated he would look into it and get back to me. After leaving several messages, I was finally able to reach Jeff 2 weeks later. At this time I was informed that the prices came out of the book and there was nothing he could do. He then explained they "aren't the most expensive but [they] aren't the cheapest. He stated that the tech would come out to fix the base boards and he would refund the $86.95 if he determined it wasn't a justified charge. Try offered to do a free inspection in the Spring to compensate for the time it took to finalize the repairs.
Cropp Metcalfe took advantage of the timing and took advantage of an elderly man walking around with a cane on a fixed income. Furthermore, I don't understand how Jeff H. went from agreeing the labor covered by the $420.00 included moving the toilet to justifying a $756.00 charge to, essentially, replace 6 INCHES of 3/4" pipe.

Review: On Thursday, Jan. 23 we have called Cropp Metcalfe to tell them that our heating thermostat is not working. When their person came over he "AGAIN CONFIRMED" that the thermostat is faulty and charged $105 for 'DIAGNOSTICS" for half an hour. Then (my husband agreed ) he replaced the same and charged another $ 197.00 (for NON PROGRAMABLE thermostat). Altogether he did not spent half and hour on everything. Then I saw similar [redacted] thermostat (the more advanced programable one) on Internet and in Home depot for $48.00. This is not the first time that I am utterly dissatisfied with their pricing. I spoke to several people who had a similar problem and they were shocked with the price we were charged. The last time they exchanged a peace of rubber not bigger than 4 inches and the grand total was $400.00 (again there was $105.00 for diagnostics and the guy supposedly did not have that part had to come again etc, etc.) We will never call this company again. We felt robbed and for me the ultimate form of disrespect for the customer are unrealistic and unecessary, through the roof charges. The companies that render services, just because they are old and probably have good lawyers, should NOT be allowed to wrip off customers who count on their honesty. We all work in order to be able to support our existence, but I do not know many people who earn $300.00 for half an hour and a relatively cheap product (not more that 4 dollars in the case of rubber part and not more than 28.00 to 48.00 for the thermostat .Desired Settlement: We were ripped off for the thermostat and instalation (probably not much can be done about that since my husband agreed) but at least we shoud be reinbursed $105.00 for the diagnostic, SINCE WE KNEW IT IN ADVANCE.

Business

Response:

Dear **. [redacted] and [redacted]. [redacted] ,

We have reviewed our invoice number [redacted]. The Zimic's called us and requested us to come out to their home and determine why their thermostat was not working. We explained that there would be a diagnostic charge of $105.95 to determine the problem and that once the problem was determined we would give them pricing for our solutions. The customer agreed to this prior to us scheduling the service call. Upon arrival we confirmed this diagnostic charge and when the technician determined the that the replacement of the thermostat was necessary, we than gave them options on replacing the thermostat. The $197.00 to replace thermostat is a flat price that includes the installation and warranty of the product. We endeavor to provide quality service and products to our customers which includes taking care of the customer with products that we carry on our vehicles to make it as convenient as possible for them (when available) and due this at fair and reasonable prices. I believe we have done this for our customers. But we do not wish to have our customers feel unsatisfied with our service, so we will credit the 105.95 diagnostic back to the Zimic's via the credit card that paid for the service with and hope that they will give our service another opportunity.

Thank You for allowing us to service you,

Sincerely,

Service and Installation Manager

CroppMetcalfe Services

1162 Taft Street

Rockville, MD 20850

Phone ###-###-####

Fax ###-###-####

Visit our web site at: www.croppmetcalfe.com

" Everything you want, is right outside of your comfort zone."

Review: This is a follow-up to complaint ID [redacted]. The subject of this complaint (Cropp Metcalf) stated that they would satisfy my previous Revdex.com complaint by refunding $105 that I had paid them. Specifically, the company provided this response on 13 Feb 2013 to my previous complaint: "In looking at the bigger picture with the Revdex.com, I will agree to refund [redacted]s $105.95 to close this issue. I will have our accounting department prepare a refund check to be issued at our next check run (usually on the 10th and 20th of the month)."

It is now 19 March 2013 and I still did not receive the $105 check that Cropp Metcalfe stated they would send me. Apparently they either forgot or were not sincere in their previous message.Desired Settlement: Refund of the $105.95 that I gave Cropp Metcalf, which they already agreed to but have not done yet.

Business

Response:

[redacted] refund check went out in today's mail. I walked the check thru this time and made sure it went out in today's (4/3/13) mail.

Review: I recently scheduled my first "free" maintenance appointment with Cropp after purchasing a new heat and AC unit from them in Feb of this year. During the purchase process in Feb and during my phone call to schedule maintenance I was told that I purchased the premium maintenance plan and that my maintenance service would be free for 5 years. Well, it seems that Cropp's definition of free is different than mine. I was told that I needed a new filter for my unit and the cost would be $158. This is after less than 10 months of owning the new unit. Since I busy and want the unit to last I told the technician to replace the filter. I have since come to find out that this filter only costs $35 online. Sounds like an rip off considering that the visit was supposed to be fully covered under the maintenance plan I already purchased. I also asked the technician why I had to set the thermostat on my new unit to 78 degrees for the house to feel warm. All he cold recommend was that I buy additional equipment from them on the heels of spending $10,000 on brand new state of the art units from these guys. He recommended two new services at $500 each. I told him I would wait in those services and get a few more quotes. I come to find that one of the additional services which was an air duct cleaning is available for $250 from other local companies that have a good reputation. Doesn't sound fair or reasonable to me especially from a customer who just spent $10,000 on their services.Desired Settlement: For Cropp to honor what they told me during the purchase process which was 5 years free maintenance including the filters.

Business

Response:

[redacted]

HVAC Service Manager [redacted] spoke with **. [redacted] and explained why the charge for the filter existed. **. [redacted] also explained the difference between the filters **. [redacted] found online the filters quoted by CroppMetcalfe. All was well at the end of the conversation and the demand had been dropped.

Review: On October 3, 2014, I met with Mr. Thomas G[redacted] (Cropp Metcalfe) regarding bed bug inspection and treatment options available from their company. After the inspection I told Mr. G[redacted] that I was not committing to service yet as I had to speak to my husband prior to committing. He had me sign an invoice. Prior to signing it I told him that I could not commit prior to speaking to my husband. The invoice had a place for charges and payment method. He put a zero there prior to my signature. He also had me sign a blank page on his I pad. I reminded him that I was not committing to service. He said that it was a proposal for service that would be emailed to me. When I opened the emailed document it appears to be a contract for service that I told him I could not commit to as my husband was not present and I had not spoken to him. Mr G[redacted] told me that the invoice shows his company that he arrived as scheduled and was not a commitment. The emailed document states that I may cancel the agreement at any time prior to the third business day after the date of agreement. Since I informed Mr. G[redacted] that I was not entering into an agreement for service on October 3, 2014, and the emailed document with my signature that he told me was a proposal appears to be an agreement for service, I do not think he was forthright with me and I do not want the service. I wish to have the document/agreement canceled with no charges incurred to me. I attempted to email the company to no avail on their website. The email was returned to me as undeliverable. I called sales this morning to cancel the document and spoke to Jennifer who told me that I had to call back on Monday which I am concerned is past the cancellation period. I faxed letter to Cropp Metcalfe this morning, I spoke to Mickey in the service department this morning and requested the document/service be cancelled, and I called Mr G[redacted] this morning and left voice mail with the intention of letting him know that I do not want the service. I had inspections and estimates from two other companies and the did not have me sign any documents or documents that are considered proposals. No where on the emailed document is any wording stating that it is a proposal.Desired Settlement: I want Cropp Metcalf to cancel the document/ service document that Mr. G[redacted] had me sign. I do not want to receive a bill for any service that I have tried to communicate to them that I don't want and I would like something in writing that the document has been cancelled and that I do not owe them any money. Thank you.

Business

Response:

Service was agreed to during initial appointment. Customer did not want to schedule the treatment until asking what day was good for her husband. Therefore CroppMetcalfe never had the treatment on our schedule and was awaiting a treatment date from the customer. The next communication was the customer requesting cancellation of the agreement which was immediately honored. Of course CroppMetcalfe will forward a letter confirming this although this was already verbally confirmed with the customer.