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Complaint Details
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Initial Complaint
05/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 DCBusiness 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.Initial Complaint
08/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Hi, I had an issue with my home AC. I went online to find someone to repair my unit. The CroppMetcalfe site said the charged a $69 diagnostic fee. Their tech came out and diagnosed the issue but did not have the correct part to fix the unit. He did however put a part in that was the wrong size and told me their parts department was closed but someone would be calling tomorrow to install the correct part. The tech also sold me a service contract by telling me today's call out would be free and I would have priority on all future calls. I did not hear from CroppMetcalfe for a week despite my calls and emails to the company. When I finally did hear from them it was a week later and I had already had my unit fixed with the correct part. I at that point I asked that my contract be cancelled and the fee be refunded. A day later I received an email telling me the diagnostic fee was would be $105.95 and they would refund the remaining funds to my card. Overcharged, never received refund .Business response
09/20/2021
customer received refund on 8/18
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.