William H. Metcalfe & Sons Inc.

Worst customer service. The Frederick, MD office only picked up once today. Every other time, it was forwarded to the main office as they were "away". Each time, I got the lip service and forwarded to a message.

Not once did I get a call back.

I've called 7 times today as I was supposed to be the 2nd service stop, from the hours of 8-12pm.. After call 5, I was promised that someone would still come by my house today before they close. It's 4:47pm and they've closed.

I'm reporting this on BBB as well. Stupid!

Sage Harper

Wow, all I can say is stay away from this company. They were contracted in to put HVAC units in the house in my brand new neighbor hood and many people have had problems with them. In me and my neighbors case, they installed the units and not but a month after we moved in did our units run low on Freon. They came out and "filled them up" but didn't look into why they were low.



A year later here we are calling them up and they want to charge a 135 diagnostic fee. It is obviously an installation issue. When you try to escalate up to someone, they pass you to Kasey Cross who seems to have an attitude problem. He is the type of person who is unacceptable to be in a customer service position. He has no respect for customers or their time. When you try to escalate higher then him he claims to be the "highest person you can talk to". When you ask him questions he either refuses to answer or beat around the bush.



Honestly, don't bother dealing with this company. The CEO/President doesn't even care. He won't call me back. I hope Ryland Homes doesn't use this company in the future. Metcalfe needs to loose this contract.

I can't recommend the quality of work or customer service of this company. I have a brand new system, within the first year it ran out of freon. They filled it up and never even checked for leaks. A year later I'm having the same issue and I'm now out of warranty so they want to charge me to come out when it is probably related to the first one. I got transferred to Casey Cross, who does not know how to help people. He doesn't care about your time, and doesn't actually want to help you. He doesn't help calm you down, he actually makes you more upset.



Oh, forgot to mention they won't call you back when you leave a message on the weekend.

Never use this company! They can't fix an AC to save their life!!



Metcalfe installed the AC in house during construction. It has not worked from day one. I have had them out four times and they cannot fix it.



When I call to request service, I get stupid answers like “An A/C is not supposed to cool a house on a hot day.” After extensive arguments with the idiots on the phone, they finally agreed to send someone out to my house to “check it out.” I explained to them that the system leaks and has lost it Freon. But they are too busy to come out and it will take three weeks to get someone to my house. I have no A/C for three weeks. The idiots send out a technician who does not have the capability to check for leaks. Guess what the technician found? Yes, the system leaks and is low on Freon. Of course he doesn’t know how or doesn’t have the equipment to find a leak. So I wasted a day from work to hear what I already know.



The system looses it’s entire charge in 12 hours and it is 89 degrees in my house. I have now wasted a day from work and no closer to getting my A/C fixed. Next the idiots send out a team (3 trucks and three technicians) . The only thing they do is pump the system with freon and a dye and leave. The system looses it’s entire charge in 12 hours. I call back to complain and get a stupid answer of I have to wait a week for the dye to work. I have to tell the idiot on the phone that the system has lost it’s entire charge of Freon and the system is completely dead. The compressor will not come on. There is no need to wait a week to come out the Freon is all gone. They reluctantly agree to send someone the next day. Guess what? No one shows. I have wasted another day from work and no A/C. I have to take another day from work with no A/C.



Once the system is fixed, I will never call them for any service!!!!!