CroppMetcalfe, Inc. Avis 3

I bought my HVAC unit in 2019, and just five years after the warranty expired a major part failed. The replacement cost was almost the same as a new unit — I can’t believe a single part could cost that much. These systems are supposed to last 10–15 years, so this feels extremely disappointing and like a scam. My trust in this company is completely gone.

I called the company to load up the refrigerant on my AC. Its R22 which is harder to get. The repair guy tells me they can't refill it and that I need a new central AC that will cost 15,000 dollars. I told him to clean the core. He wouldn't, he didn't even change the air filter. But I was charged 179.00 for the visit. I contacted other AC/Heating companies and they replaced it for 64 dollars for the visit and 200 lb for the refrigerant. I had 5 companies contact me who could replace it. I am dropping my contract with them after 10 years. I

I would have given one-star, but the tech who identified the issue and did his best to fix it was excellent. The long-standing 12 years of service contracts I have had with CM is the abysmal HVAC supervisor/manager level. My current issue first arose the first summer (2012) when I moved into a new house. The AC on the upper level would not come close to maintaining the set temperature. It was in the mid-nineties everyday. CM sent a team from their Duct Div and determined that multiple large ducts connected to the system in my attic were improperly installed, resulting in several completely unattached, laying on the attic insulation. Cold air was spewing into the air not into the house system. The solution was to repair and replacement most of the existing ducts and install them with what was called the 3 tier security process. A process that was called the only way to ensure the duct remained attached and functional. A team in white protective garments spend a full day completing this. And I paid quite a sum, assured that this would solve all issues in perpetuity. This is the back story. The system functioned pretty well for a number of years. In 2023 or 2024 during a routine maintenance check the tech discovered one of the ducts was completely separated. His opinion was that it had not been properly secured. Yet, he admitted he was not trained in this duct speciality. I was upset with what I felt was a broken promise by CM, and place at least four calls to CM asking to speak to their HVAC manager. In each case I was told he was in a meeting but the message would be transmitted. After several weeks or longer passed, I never received a call back and as I am 77 years old, the issue simply slipped from my mind. On July 9th of 2025, returning from vacation, I discovered that the upstairs thermostat was registering 90 degrees; it was set on 70. Since my upstair has family sleeping there, I asked and was rewarded with a tech coming late the day. He found that the ductboard to which the duct was supposed to be permanently attached had basically crumbled into pieces, leaving the duct unattached. Again, the same uncorrected issue. I don't know if this was the same duct previously discovered, or a different one. The tech again said he put a temporary fix in place and would report it to his supervisor. The the solution was to be provided by the CM duct div. I expressed extreme displeasure and asked that his supervisor (Jose) call me asap to discover when/how CM was going to fix this. As of today, 7/16/25 no such call has been received. I feel that CM is devoid of the customer focus they should have. Especially in the cases of repetitive failures of prior work. Even more importantly, they have shown over my years of paying for their highest contract, GOLD, to be incapable of returning phone calls. I they do not respond to Gold members, would anyone believe they are attentive to non members.