Update on 5.4.2021.

Update on 5.4.2021.

Spoke with Dan the plumbing manager who had called to discuss the review I left and see if there was anything that could be done to resolve this matter. He heard me out, acknowledged there were some issues and at the end asked what could be done to better improve my impression of the company. In fairness to him, he refunded me the extra charge and that is the customer service I would ve expected to begin with.

I consider this resolved now and have given him information on where it went wrong from a customer perspective. As a board member in my building, I will recommend CroppeMetcalfe going forward and share my experience. They are a premium company that charges more in general but you do get some added benefits. In addition, they were responsive to customer feedback which is a plus in their line of work.

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I had a terrible experience with CroppMetcalfe as my water heater needed help. They were recommended to me by a neighbor and the reviews were decent so I decided to move forward. They started out okay in the quote phase and then got progressively worse.

I knew they would be a little more expensive given the reviews and the quotes I was getting. However, their customer service is shocking and they even tried to upsell me the day of the service. I worked primarily with Ricky Miller who used some sneaky/shady tactics to save this job like guilt tripping and potentially exaggerating availability/cost of the product.

What was supposed to be a 4 hour job turned into 8 hours with an additional $200 charge which is not a lot but on principal, after giving me a quote that was all inclusive, I thought it was atrocious. I am a board member in my building and we are in the phase where many of our water heaters will need to be replaced soon and had I had a better experience, I would recommend adding them to our vendor list. I will not be doing that now.

I also sent an email to them with my issues and surprisingly, have heard nothing back. What a joke of a company. DO NOT USE THEM if you can find someone else.