CroppMetcalfe

I have used Cropp Metcalfe for two homes in Maryland. In 27 years (and counting) we have had no complaints. They cover their shoes with footsies. They call ahead when they are on their way. They have a great warranty program on new systems. We have had three new systems in both our homes. They explain any problems that arise. They are efficient and professional. I recommend this company to everyone.

Beware of CM: service is horrible. I have the «bronze» level service agreement, which I will not be renewing. The irony is I just had my HVAC unit «serviced,» which involved a CM tech coming out to sell me on performing an energy audit at over $ 300. He didn’t even bother opening up the unit or doing any tests. Then, less than a week later, the unit fails because the condensation pipes are clogged (something that should’ve been checked during the service) and may need a new condensation pan. Just spent half a long-​hot weekend waiting for their incompetent technicians to come out and service my AC unit. First they sent a plumber, instead of an HVAC specialist, who finally arrived around 1pm for a 9am-​noon appointment and tells me he won’t do anything (but proceeds to spend 30mins working on an invoice for the service call). Then, was give a 2−4pm window for HVAC tech. He finally arrived at 5:30pm. After spending 10 mins looking at my unit, he was unable to diagnose the problem but suspected I indeed needed a new condensation pan. Given it was now after hours, unable to order parts. He then spent 30 mins determining my bill for his 10 mins of time, $ 105, which I paid. Next day, hoping to get part installed, was told the tech had the day off and had not filed the part number. I was given another window the next day for another tech to come out and get the part number, noon until 2pm. No show, no call. And now, it’s swelling hot and a holiday. No AC, and no prospects for how or if CM will do anything to help me. Now, calling around for other repairman.

Guys came by to do my drier vent. Didn’t raise a fuss and got the work done fast and good. It was paid out of my condo fees so I’m not totally sure how much. I plan to see about getting HVAC ducts cleaned too.
Update: Oops seems they broke our elevator, sigh.

I have had good experiences with this office of CroppMetcalfe that services the DC area. They were able to diagnose and fix problems with our heating and cooling systems, showed up on time, and had good customer service. When I did have an issue with their service, the service manager Robert was able to work with me to my satisfaction. We were happy to call them again for our subsequent AC problems because they had done a good job fixing our heat.

In January heat was not staying on with a unit that was less than three years old. I called the installer, who is a family friend, and he found that the pressure was low on the coolant. He charged it up and the system was again up and running. He said he would come back out in a few weeks and check the pressure when it wasn’t so abnormally cold out. A few weeks later it stopped again before he had a chance to come out. This is when I called CroppMetcalfe. After an hour on the roof the technician told me I would have to replace the compressor and two electric parts. I informed my original installer so that he could check on the warranty. The compressor was covered but the electric parts were not. Two and a half months later, a new compressor, and new electric parts totalling over $ 1000 it is fixed.
According to my installer and Fujitsu it appears that the damage to the electric parts was the result of a missing thermistor. Even worse, my installer said that it is obvious that it was cut out by someone, meaning the CM technician. I have every confidence in my installer as he has worked for me for years, and often at no charge so he has nothing to gain here with this assertion. Stay clear of Cropp.

I had a positive perception of Cropp Metcalfe having used their maintenance agreement for a couple of years upon the recommendation of a friend. NOT NOW! Based upon the feedback from the CM technician, we decided it was time to replace our 20 year old AC unit. The bid from CM was one of of the most expensive with least benefit in terms of efficiency. Upon deciding for another unit, I notified C M that we would be terminating our maintenance agreement because the new system was warranteed (and we made this change based upon their last maintenance of our old system).
I hear nothing from the firm. Then I get a very lawyer-​esque response from the cust svc department that here will be no refund because the request was not made prior to the initiation of the agreement. (etc etc etc more legal talk). pls wait 4 – 6 weeks for us to decide what to do.
Not only has CM lost myself and my friends as customers, but I urge you to seek other quality HVAC firms before even engaging in business with CM. Perhaps they were customer focused when they began their business. They certainly are not now. I will most likely be placing a better Business Bureau complaint when the 4 – 6 weeks have expired and they finally answer my request for partial refund.
BEWARE… this firm is more interested in getting your commitment than to providing quality service and reasonable responses. I think they kind of define the term «Gotcha»

Salesman came out for a quote for a replacement heat pump.
He was knowledgeable and helpful.
He told me someone that specialized in ductwork would followup with me and they never did. For a company that is supposed to be all about quality and reliability, they disappointed me.