In reference to complaint ID [redacted] , this resolution is satisfactory to meBut for their to be service calls before someone came up with the solution to replace the thermostat, I consider that completely unacceptableSo maybe “scam artist” isn’t the proper term b/c I don’t think CM gains anything from these continued service callsMaybe the technicians need to be better trained, or perhaps given the authority to replace a faulty part rather than running through a bunch of tests and telling the customer that the issue is fixedYou stated that you were having issues with that manufacturer’s thermostats, why then wait so long for this final repair? Regards, [redacted] ***
CroppMetcalfe apologizes for your frustration although we completely disagree with the "scam artist" comment One of CroppMetcalfe's core values is integrity and in no way does CroppMetcalfe scam customers Point of fact, we have responded every time there has been an issue and with an intermittent issue it is sometimes hard to diagnose a problem on mechanical equipment when the unit is functioning upon arrival We do think the solution is to replace the faulty thermostat which we did last night We had a few problems with that particular manufacturer's thermostat so replacing their faulty one with our new Aprilaire thermostat should be the solution going forward We will not charge for the new thermostat since we do not see any thermostat being part of the replacement proposal Finally, we will refund $as compensation for your inconvenience
Your refund was processed on 8/and receipt emailed to [redacted] If we have the wrong email address please let me know I apologize for the miscommunication regarding needing a policy for us to quote a new system That certainly is not the case
I have attached latest service ticket/invoice showing we did everything possible at no charge to fix system At this point due to age of system we recommend replacement which customer is speaking with our Comfort Adviser Chris D*** Customer at this point needs to make a decision on replacement
We do not breakdown our services and we are a flat rate company All of our customers are given an option to authorize the work before the work is done Services vary greatly on length of time to complete Some are easier then others If a job takes longer then usual to complete then we do not charge the customer more
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:First, it was not just one company making an assessment on the cause of the damage but rather very reputable companies with significant working knowledge of this issue Second, I did invest in purchasing a 2nd layer of water safety equipment which, as previously indicated, was incorrectly installed by Croppe Metcalf and as such failed Regards, [redacted]
[redacted] [redacted] Revdex.com: 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, [redacted] ***
The Tech stated that the expansion tank would need to be replaced, which was incorrectThe boiler drain valve needed to be replacedReseating the valve would not be a fixWe installed a cap to prevent the valve from weepingThe tech only charged for the service call and installed the cap at no chargeWe will issue a refund for the $ service charge and tech has been brought into office for coaching
There was an attempt to explain to customer that service was rendered on Sept 15th (ticket attached) Customer was confused regarding frequency of service although quarterly services have been done for the past years at this property When customer was told we in fact did service in June, customer accused CroppMetcalfe of forging the service ticket because of the Revdex.com complaint CroppMetcalfe will be refunding customer the $and putting customer on a do not service list CroppMetcalfe does not forge documents
The call was booked as a leaking water heater. When the tech arrived customer stated she wanted a tankless water heater. The tech informed the customer the tankless had to be installed on an exterior wall which is not true. CroppMetcale spoke with the customer to apologize for the inconvenience and... issued a full refund. Tech has been documented.
From: B [redacted] , Chris Date: Mon, Dec 7, at 2:PMSubject: RE: [redacted] Rebuttal ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org>In response to ID [redacted] : As stated in Ben K***’s response dated 8/10/15: “The service call on 06/20/was a direct result of a lack of proper maintenance on the equipment and not related to the installation or production of the equipmentThis is not covered by the warranty.” Here is the part of the contract stating this which customer signed:Here is the invoice description which resulted in the charge: [[Tech # [redacted] Service Date: 06/20/2015]] Checked no a/c RTU found clogged drain line cleaned up and checked operations of condensate switch working good at this time all unit running ,will take little while before cools down at the from areaClogged drain lines are not covered under the year parts and labor warranty Customer had the opportunity to purchase a maintenance plan which includes inspections and declined which would have taken care of this issue Chris B [redacted] Residential Operations ManagerCroppMetcalfe Services###-###-####www.croppmetcalfe.com [redacted] ***Fairfax, VA *** CM-Services-Logo
The offer of $in addition to the $is unreasonable CroppMetcalfe has made a fair offer:$refund and a free maintenance in the spring$refund and no further obligations from CroppMetcalfe CroppMetcalfe has taken all measures to resolve this mechanical issue including replacing system, getting manufacture involved numerous times and numerous service calls at no charge even though warranty expired in December
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The arrogance of this company in their response It clearly shows that they do not represent the good of the community they service The only reason they responded to me, was because I filed this complaint I called them on September 14, 2016, and tried to work something out, and they could not even bother to return my phone until a day after Revdex.com contacted them with the complaint Thanks goodness we as consumers have an organization like Revdex.com Other than that, this company clearly exemplifies a company not to use I asked for the fund refund, Croppmetcalf did not offer it I do however except my money back because no service was ever done Croppmetcalfe can not even tell you how they gain access to the property They did not get by the tenant, I did not let in Just more lies As a local business man, I am overwhelmed that a organization like Croppmetcalfe has decided to put me on their, "do not service list", arrogance Like I would ever use the again Regards, [redacted]
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you[redacted] Regards, [redacted] ***
We have been in contact with [redacted] to try and resolve the situation We have gotten the equipment manufacturer involved and are scheduled to return with a manufacturers representative to determine what is causing the issue
Our technician found the coil was dirty and blocked The tech chemically cleaned it and afterward found the system low on refrigerant and he added refrigerant Our tech did not add enough refrigerant so we went out again for free and added refrigerant for free Since the system was low we recommend replacement of the system We did not charge for the second visit nor for the additional refrigerant so no refund is warranted in our opinion
[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.] Revdex.com: 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, [redacted]
In reference to complaint ID [redacted] , this resolution is satisfactory to meBut for their to be service calls before someone came up with the solution to replace the thermostat, I consider that completely unacceptableSo maybe “scam artist” isn’t the proper term b/c I don’t think CM gains anything from these continued service callsMaybe the technicians need to be better trained, or perhaps given the authority to replace a faulty part rather than running through a bunch of tests and telling the customer that the issue is fixedYou stated that you were having issues with that manufacturer’s thermostats, why then wait so long for this final repair? Regards, [redacted] ***
CroppMetcalfe apologizes for your frustration although we completely disagree with the "scam artist" comment One of CroppMetcalfe's core values is integrity and in no way does CroppMetcalfe scam customers Point of fact, we have responded every time there has been an issue and with an intermittent issue it is sometimes hard to diagnose a problem on mechanical equipment when the unit is functioning upon arrival We do think the solution is to replace the faulty thermostat which we did last night We had a few problems with that particular manufacturer's thermostat so replacing their faulty one with our new Aprilaire thermostat should be the solution going forward We will not charge for the new thermostat since we do not see any thermostat being part of the replacement proposal Finally, we will refund $as compensation for your inconvenience
Your refund was processed on 8/and receipt emailed to [redacted] If we have the wrong email address please let me know I apologize for the miscommunication regarding needing a policy for us to quote a new system That certainly is not the case
I have attached latest service ticket/invoice showing we did everything possible at no charge to fix system At this point due to age of system we recommend replacement which customer is speaking with our Comfort Adviser Chris D*** Customer at this point needs to make a decision on replacement
We do not breakdown our services and we are a flat rate company All of our customers are given an option to authorize the work before the work is done Services vary greatly on length of time to complete Some are easier then others If a job takes longer then usual to complete then we do not charge the customer more
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:First, it was not just one company making an assessment on the cause of the damage but rather very reputable companies with significant working knowledge of this issue Second, I did invest in purchasing a 2nd layer of water safety equipment which, as previously indicated, was incorrectly installed by Croppe Metcalf and as such failed Regards, [redacted]
[redacted] [redacted] Revdex.com: 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, [redacted] ***
The Tech stated that the expansion tank would need to be replaced, which was incorrectThe boiler drain valve needed to be replacedReseating the valve would not be a fixWe installed a cap to prevent the valve from weepingThe tech only charged for the service call and installed the cap at no chargeWe will issue a refund for the $ service charge and tech has been brought into office for coaching
There was an attempt to explain to customer that service was rendered on Sept 15th (ticket attached) Customer was confused regarding frequency of service although quarterly services have been done for the past years at this property When customer was told we in fact did service in June, customer accused CroppMetcalfe of forging the service ticket because of the Revdex.com complaint CroppMetcalfe will be refunding customer the $and putting customer on a do not service list CroppMetcalfe does not forge documents
The call was booked as a leaking water heater. When the tech arrived customer stated she wanted a tankless water heater. The tech informed the customer the tankless had to be installed on an exterior wall which is not true. CroppMetcale spoke with the customer to apologize for the inconvenience and... issued a full refund. Tech has been documented.
From: B [redacted] , Chris Date: Mon, Dec 7, at 2:PMSubject: RE: [redacted] Rebuttal ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org>In response to ID [redacted] : As stated in Ben K***’s response dated 8/10/15: “The service call on 06/20/was a direct result of a lack of proper maintenance on the equipment and not related to the installation or production of the equipmentThis is not covered by the warranty.” Here is the part of the contract stating this which customer signed:Here is the invoice description which resulted in the charge: [[Tech # [redacted] Service Date: 06/20/2015]] Checked no a/c RTU found clogged drain line cleaned up and checked operations of condensate switch working good at this time all unit running ,will take little while before cools down at the from areaClogged drain lines are not covered under the year parts and labor warranty Customer had the opportunity to purchase a maintenance plan which includes inspections and declined which would have taken care of this issue Chris B [redacted] Residential Operations ManagerCroppMetcalfe Services###-###-####www.croppmetcalfe.com [redacted] ***Fairfax, VA *** CM-Services-Logo
The offer of $in addition to the $is unreasonable CroppMetcalfe has made a fair offer:$refund and a free maintenance in the spring$refund and no further obligations from CroppMetcalfe CroppMetcalfe has taken all measures to resolve this mechanical issue including replacing system, getting manufacture involved numerous times and numerous service calls at no charge even though warranty expired in December
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The arrogance of this company in their response It clearly shows that they do not represent the good of the community they service The only reason they responded to me, was because I filed this complaint I called them on September 14, 2016, and tried to work something out, and they could not even bother to return my phone until a day after Revdex.com contacted them with the complaint Thanks goodness we as consumers have an organization like Revdex.com Other than that, this company clearly exemplifies a company not to use I asked for the fund refund, Croppmetcalf did not offer it I do however except my money back because no service was ever done Croppmetcalfe can not even tell you how they gain access to the property They did not get by the tenant, I did not let in Just more lies As a local business man, I am overwhelmed that a organization like Croppmetcalfe has decided to put me on their, "do not service list", arrogance Like I would ever use the again Regards, [redacted]
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you[redacted] Regards, [redacted] ***
We have been in contact with [redacted] to try and resolve the situation We have gotten the equipment manufacturer involved and are scheduled to return with a manufacturers representative to determine what is causing the issue
Our technician found the coil was dirty and blocked The tech chemically cleaned it and afterward found the system low on refrigerant and he added refrigerant Our tech did not add enough refrigerant so we went out again for free and added refrigerant for free Since the system was low we recommend replacement of the system We did not charge for the second visit nor for the additional refrigerant so no refund is warranted in our opinion
[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.] Revdex.com: 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, [redacted]