CroppMetcalfe

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Address: 1162 Taft St, Rockville, MD 20850, USA

Phone: (301) 762-0100

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State: Maryland

Zip Code: 20850

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Reviews

I have been using Cropp for many years and have been satisfied overall with my experience, but the customer service I received this week was so excellent that I decided I should write a review.  The technician that came to conduct my semi-annual maintenance checkup was James.  I met him at the front door to explain that I had a sleeping baby and I was hoping she would not be awakened during his check up.  Not only did James never raised his voice above a whisper, but he moved about as quietly as a mouse.  He was thorough, efficient, thoughtful, and kind.  Thank you, James, for your wonderful customer service!

 11 years ago (10-10-2014)

Use this company at your own risk!!***

My elderly parents lost hot water in their home and called your company to have someone look at the hot water heater.  Instead of simply selling them a new machine or giving them a full price of front the repairman  first told them they needed to repair the pilot.  

Then when the machine wasn't working correctly still he fixed the  gas valve, charged them and it still wasn't working.  Then he says he needs to fix the humidifier.  After each consecutive fix he found something new that was wrong.  I know my mother is not keen to these types of tactics but most savvy people have seen these strategies before.  When the customer needs something immediately, quote them a little at a time so they don't go and replace it up front.  Well, at the end of the 3 days the bill came to over $850.  A new hot water heater of the same brand goes for about $600 - tops.  And they could have recycled metal in the old machine and received money for that.  So basically the salesman gave them a used machine for a couple hundred dollars more than a brand new one would have cost with installation included and instead of having a new machine in one day, they had to wait three days to get it working.  To top it off, when I went to turn the heat up on the machine today, my parents told me that CroppMetcalfe's repair man   told them not to turn the dial past a certain level or it might break the machine again.  Wait, so he left and $900 later the machine was still technically broken!?  It doesn't function in the way it was designed to!!  The sole purpose of a hot water heater is to heat water.  Nearly $900 and 3 days of repairs and we don't even have that.  

Believe me, I am a small business owner.  I know what it is like to have a bad apple that does not represent the standards of the company.  I can't assume that the company promotes this behavior, but wouldn't you question how a bill for a $400 machine turns out to be $900.  I am curious how the company responds when they hear about things like this happening and will post the result.

I can say one thing, if I was doing my books and found out one of my mechanics charged a customer $12,000 to fix a 2001 Honda, I would immediately contact the mechanic and the customer to find out how this is possible.  Why would you charge a customer that much one time, when you could sell them another car and have a long time customer.

 14 years ago (16-01-2012)

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