Cyprus Air
reviews and complaints

Sahdula called to see if I would like to have him arrive early, which worked out great. He arrived promptly, he was professional and did a detailed examination of the existing system which needed complete replacement. He provided detailed quotations for both cash and financed options. He provided detailed information on the unique equipment required for limited installation space. Very impressed by his knowledge of the systems and options available. I have utilized Cyprus Air for other work in the past, their technicians have always been knowledgeable and courteous and explained detailed prices which have compared favorably with other firms. Great Value and good service.

Cyprus Air team member Anthony Sykes was extremely friendly and professional. He didn't waste any time, but was still personable. He also knew his stuff! The only complaint/concern I have is that the day prior to my scheduled appointment, the office staff contacted me by email, phone, and threw in a text for good measure, to remind me that I had an appointment the following day and needed to be available between 2 and 3 p.m. Mr. Sykes had been completely overbooked and didn't make it to my home until 4:10. My beef is not with him, but with the people that set the calendar and don't allow for more complicated appointments and/or travel time. Will I use Cyprus Air in the future? Yes, but I'll adjust my expectations to accommodate the office staff's lack of consideration.

Never using this company again. When I called to make the service appointment I clearly explained that I only needed the remote receiver box replaced. They insisted on charging me for a cleaning that was not needed, and then showed up to the service appointment without the needed part. So I had to spend a second day waiting around for another service call after they ordered the part. They initially charged me for a new full remote system, but at the second service call only installed the receiver box. I had to explain I paid for a new remote system, before I was given one. Luckily I work from home a few days a week and was able to schedule these appointments then, because if I had actually taken time off of work for this nonsense I would be even more livid than I currently am.

I would like to take a moment and speak on the exceptional customer service that we received from employee Bill T employed by Cyprus Air. We were extremely impressed by Bill's knowledge, skills and abilities as this relates to our heating and cooling system. Bill was prompted, professional and compassionate as this relates to our HVAC needs for my family. Bill was able to successfully replace and repaired all the necessary elements to restore HVAC services to my home for me and my family. As a direct result of the level of customer service that we received from Cyprus Air employee Bill T, we have asked the company, whenever possible, please send Bill T for any HVAC needs, and we would strongly recommend Cyprus Air to all of my friends and family for any HVAC requirements. Bill T and Cyprus Air has earned a (5) Star Rating. Best Wishes William

Cyprus Air has excellent products and service. Staff very professional, knowledgeable and personable. Technician (on 03/03 provided great maintenance, detected an issue and corrected it with replacement of necessary part. Talked to me about if had considered a glass door. Showed me the options. I chose to purchase glass Oil rubbed Bronze door that matches well with floor and furniture. I shared with him that my husband had been telling me we needed to consider a glass door. Also, technician (I cannot remember his name) welcomed and answered all of my questions regarding operation of the fireplace, reviewed how to turn gas off and how to relight the pilot to turn gas back on. He quoted price to replace a part and price for glass door right there on the spot and called to set up date for initial inspection and measurements. He called to obtain discounts, pricing was very reasonable. He was very service oriented and his attitude showed he really takes pride in and enjoys his job. Eva S.

I am not complaining about one particular person on the staff. In general everyone tries to be helpful or at least sound helpful. I have now cancelled my contracts. Why? I have been waiting for almost 8 months now to receive the glass fireplace doors, which I have paid for IN FULL. Appointments scheduled and then rescheduled due to COVID-19. I flew from CA to DC during the pandemic to FINALLY have the doors installed and guess what? No one can seem to figure out where the doors may be. Cancelled yet another appointment! Really? I do not need lies and a rip off. I have used Cyprus because my Grandmother trusted them FOR YEARS. They have received almost $8,000 from me and have yet to finish the job. That is not including the service contracts... What is most irritating is that I have been financially ripped off, get no return calls, long hold times when I call, credit card charged without my written consent and now holding up completing my house and receiving the gas inspection. Seriously? The most unprofessional service ever. Install and account service have been fine. Until now. Get it together.

Don't even think about using this business for any of their services. Check the reviews on Yelp - you will see that they have a deplorable customer service department, they cancel appointments, and they don't really fix the issue. Our house has been sweltering for over three weeks with three appointments rescheduled by them. Their message while on hold says they have 24 hour emergency service, but when I talked to the rep, he said that they can't fit everyone in for emergency service (This was after they canceled appointments already). When I asked to speak with a manager, they let me know I would get a call back. As you can imagine, there was no call back. I have a service where I pay $30 a month and when I was sold the AC, they assured me that by paying this fee, I would not have to pay for any repairs. (perhaps this is why they weren't in a hurry to follow through with an appointment). Well, they wanted over $1800 to "fix" my AC, which is not even 3 years old. When I asked about why this was not covered, they told me that not everything was covered by that policy. By the way, they also increased this service from $20 to $30 with no notification. When I was finally fed up with them and tried to cancel this service, they said that they had to forward my request to another department and that I would get a call. I haven't received one yet. This isn't the first time they haven't been able to fix an issue and I had to call another company.

Absolutely appalled to find out that my $10k+ new HVAC+hot water heater system installed in January wasn't up to VA Code. There was no floor pan to collect condensation and no emergency cut off installed. My system froze up because the refrigerant was escaping from a valve that was not capped off. The cap to the refrigerant tank was lying on the bottom of the unit. The new AC unit was installed without sealing it to the exterior of my condo unit so rain can come in and damage the wood structure in my exterior storage utility closet (I can see the nextdoor building through the cracks). Not a mention about required permits/inspections discussed nor obtained. Now I find out I was supposed to have that and that an inspector would NOT have passed the install without the minimum safeguards. My downstairs neighbors have a ruined ceiling in their beautifully renovated condo and I have a hole in my wall underneath the AC unit waiting for someone in authority at Cyprus Air to contact me as to when they will fix the defective installation. I was told Tuesday 07/14 someone would be in touch about the situation, nothing but crickets chirping and it's Sunday morning 07/19. I have a gas fireplace installed by the same company and it's great, but not without a lot of time-consuming aggravation. Permits and inspections according to VA Code complied with on the fireplace. Definitely do your homework before having Cyprus Air install anything in your house. BUYER BEWARE! Their customer service/satisfaction/concern is severely lacking and unresponsive. Do not believe that they have enough technicians to do emergency services. And expect their employees to hang up on you if you ask for a name. Totally disappointed.

Cyprus Air Heating,Cooling company provided me with the worst service and mechanical replacement ever. In addition equipment that they use, Lennox, equally horrible. The few experienced technicians that they have are not knowledgeable and can't comprehend everything that's needed for installation and equipment. I wouldn't recommend them to anyone! They aren't prompt, not adequate with problem solving, and don't back the product warranty. We had our complete HVAC system installed June 5. Two weeks later everything went HOT! We called for service and the technician said that the system had leaks, they replaced the refrigerant, and told us to give it a few days. A few days afterward, HOT! Since, the first week of July, they've made several "visits" to the home, sending their most "Senior" installers, technicians, project manager, duct experts, etc., but each time have not been able to fully diagnose the problems, find solutions to fix it, and when they do arrive (late or canceled), they never have all of the parts or equipment necessary to do what they are supposed to. My husband has health impairments which are not conducive with severe heat conditions. Temperatures ranged from the high 90s from July to now, and the company has placed my husband's health and my family's wellbeing at risk, with only "I'm sorry". August 10th, two months later, and our home remains hotter inside than out. It's 93 degrees outside and the great touch screen, wifi capable thermostat constantly reads 80+ degrees inside our home. Every step in the process with the exclusion of the initial discussion of purchase options has been deplorable, to include: site visit, technician install, follow-up trouble shooting. They've made several "visits" to the home, but each time have not been able to fully diagnose the problems and find solutions to fix it. The Lennox air compressor is not moving and the fan is not turning at all. Over the past two months, I've requested that Cyprus replace the unit and they still continue to "visit", every 1 to 2 weeks testing the system and telling me that the tests on the system indicate that it's working properly. Fast and efficient is not the Cyprus way. For the limited time that the Lennox system worked, it only appeared to be half functional, only when the temperature outside didn't go above 85 degrees, and after the 11pm. If I turn on my oven to cook a meal, I've got to endure deplorable temperatures and the air compressor shuts down. The equipment is clearly defective. My husband and I were told by the account manager, that the company had spent numerous hours, hundreds of dollars on the thousands of plus dollars system that we bought and for further resolution, we would need to contact an outside, independent company to diagnose the problem and come up with a solution for adequate air. Basically good luck. Also, our electric bill has continued to rise by hundreds of dollars since the install of the new energy efficient system, so don't believe the information on the website for saving 70% on your electricity bill. Our home is more HOT now with a new system, then it ever was with our old one. In addition, during this COVID-19 pandemic, the technicians routinely show up without Personal protective equipment, i.e. shoe coverings, gloves, masks, etc. and have to be reminded or provided with equipment. I'm extremely dissatisfied. I've requested to have the system replaced and told again by Cyprus account manager that it would take a while, i.e. months to get a replacement system from Lennox, due to the pandemic. The company doesn't do after hours emergency repair requests, so please don't purchase the maintenance plan. The sales pitch was a facade and you can't count on the company to hold true to its commitments. It makes no sense to be raked over the coals and left to suffer during such perilous times. We've been left holding a $10,000 bag of empty promises, with NO hope that our A/C will ever be running cool again, unless we contact another company to clean up what Cyprus has done. This seems to be a clear indication of what is to come when the temperature reverses in the winter. We can expect to be colder inside than the temperature outside. I DO NOT recommend this company to anyone needing or having ac/heating issues! Trust me, you'll be sorry! Update to December 3. Just as the air system wasn't operable in July , the heat is not working now. This is what I was left with from the last service call. A temporary thermostat wired from my attic left at the bottom of my stairs. There's no way this is safe and/or acceptable! No return service call or communication from the company. The temperature is 32 degrees outside. My son is sitting in virtual school with a parka and boots on. Our fingertips and noses are freezing. We've got space heaters plugged in to try and stay warm. Absolutely ridiculous since I paid $10,000 for a replacement system. Where's the 100% satisfaction guarantee? Professional Service since 1967? No way this company should have an A+ rating from the Complaintsboard.com.

Caveat: As I detail the interactions below, for those like me that rely on these reviews, my issues were resolved by very courteous and helpful employees of Cyprus. However, I have yet to be called or contacted by management after repeated requests. This is an extensive post, but I felt it necessary to capture the entire interaction. I originally made an inquiry via Cyprus' website for a quote/proposal on or around July 23. I received a call regarding an appointment for July 25. On 7/25, Kyle B came out to assess and provide a quote -- very professional and I was pleased. The quote was provided and price was competitive. I told him that I'd think about it and let him know. On July 26, I called customer service to inform them that we were ready to move forward -- they said they'd pass the message along to Sales Manager, Gordon, and Kyle B. The following day or so, Kyle called to get more info over the phone to pursue the 0% finance offer advertised. Once done, he said I'd receive finance contract via email and informed me that due to a cancellation, the available date of August 5 was possible. I confirmed that 8/5 was doable and that I would get the signed agreement to him once I received it. On July 30, I signed and submitted the finance contract. I then confirmed with Kyle that he had received the agreement; he confirmed. On August 4, I sent a text message to Kyle to confirm the Aug 5 install date; he confirmed. On the morning of August 5, no one showed/called regarding the install [Kyle previously stated that the installers would show between 8:30a-9a]. I called customer service at 12:23p to inquire about the install timeframe. The rep stated that there was a note on my file from the Sales Manager (Gordon) that there wasn't a signed contract and the install was taken "off the board". I told the representative that the contract was signed a week earlier. I requested that Gordon call me -- he didn't call me. I then texted Kyle to inform him of the situation. At this point, we had been without AC for over a week -- when daily temps reached 89-98 degrees. Still 8/5, Kyle informed me that install wasn't going to occur and the next available date is August 12. I expressed my discontent because my contact info was readily available, both phone and email, if there was an issue and that I had confirmed with him the day prior to install. Kyle apologized and offered to fix my AC the next day at his expense to provide some comfort until the Aug 12 date. I complied and told him to have Gordon call me; still no call. On August 6, a little after noon, a sales rep shows up to provide a quote -- ***! I informed him that I had a signed work order and install date scheduled -- he talked to office, apologized for the confusion. Again, I requested that Gordon, the Sales Manager, call me. Still, no call. Later on Aug 6, Kyle comes and repairs AC; apologizes and confirms the 8/12 date is solid. Again, I expressed my unhappiness (while grateful he fixed system) with the confusion and lack of communication. On August 12, two 3rd party technicians show up to install system (furnace & AC unit) at approximately 10:30am. Then, one of the techs informs me that "they" put the wrong unit on the truck and he has to go back to warehouse to get the right one -- that took an hour and a half. In the meantime, the other tech begins dismantling the old system. First tech returns with the right unit; they proceed to work over the next 4-5 hours -- at this point, things seem to be going fine. Later in the day, a third tech says the others went to Home Depot to get step-down couplings for PVC because old unit has 2.5 inch pipes and the new unit has smaller diameter intakes. Nearing 6pm, the lead tech says they can't complete install because one of the parts (therm valve) is missing a piece -- AC will not function without it. Tech states that someone will call me, apologizes, and eventually tells me that this particular part was delivered to them earlier in day, but they just noticed that it was missing a piece. He puts me on the phone with who he says is his boss -- Jose L. Jose states this was unexpected, apologizes and says they'll get the right part and try to return the next day or day after. I'm really fuming at this stage and detail the numerous missteps that have been experienced since the process started. Reiterating my displeasure that we now have to go another day (or two) without AC. Again, he says a manager will call me. Afterwards, I immediately text Kyle to inform him of incident and my displeasure. On August 13 by 10:15am, no one has called or responded, so I call customer service. First, speaking with Tiffany (who tries to set me up with a date 7-10 days away). I say NO, ask to speak with someone in installation dept -- I get Carla. Carla apologizes and says she has to investigate when part is going to be available -- says it won't be today, but maybe tomorrow -- *** I say that not acceptable. She says she can call me back in 30 min - 1 hour; in between that I read her the riot act on my deplorable experience thus far. To Carla's credit, she calls back and says a tech will be out to install part that day -- which turns out to be Jose Lozano. He installs part and system is running for the first time -- hallelujah! Fast forward 2-3 hours, I go run errands and come back to water leaking all over the floor -- *** It's 6:30-7pm, I call customer service, and detail all this to rep; I don't recall his name, but he was exceptionally helpful and got a tech out to me. At 8:30p-9pm, tech shows and investigates, clears out the condensation drain and resolves issue. I applaud his efforts because I'm sure it was an extremely long day for him and he came when he was supposed to be off work. As follow up, I get a call from Candace to inquire about completion and I give her the whole spiel. I informed her that I still had not received a management call, which is really unbelievable, given today's culture. Hence, why I'm posting this here. I would've have given a 1 star rating had it not been for Kyle, Carla, Candace and the techs that resolved my issues. As such, 3 stars is, I believe, all I can muster at the moment. My system has worked efficiently for the last two months, Only time will tell if my current rating stands. I hope this is helpful to others.

I had a maintenance agreement with Cyprus for 2 years and was fine with the service. My problem is with their billing practices. They raised the monthly amount from $22 to $27 without notifying me (they said they had sent a notice in the mail. I never got it.) They also changed my start date with them from 11/19 to 11/1. This is important because they require that you notify them one week prior to your annual membership renewing in order to cancel your membership without penalty. I verbally notified them on 10/25 that I was cancelling my annual agreement and it was to end on 10/31. On 11/1, I was charged $27 for the monthly payment. I called and spoke to their customer service representative who told me that she would have it refunded to me. It is now 12/6 and I still haven't received my money back. I called 3 times to follow up (11/8;/11/15;12/6) and each time I was told that they would send an email to either the Accounting Dept., the owners or the Front Office to have my money refunded. I've been patient. This is no way to treat your customers.

Service was provided between June and July. I paid $3120 for the service. They haphazardly charged my card on file 7 months after completing the service without notice, invoice, or a ***. They claimed I had an outstanding balance with is false and unbeknownst to me as I paid $1560 as an initial deposit and then again at service completion in lines with the terms of our contract agreement. They did not provide adequate proof or explanation of due balances, nor are they willing to talk to me like respectable adults. I was hung up on multiple times by two individuals, *** and Aidelis ***. I assume they were not able to answer my questions regarding the contract and their billing practices, but instead of escalating me to someone who might be able to, I was accused of having not read my contract over and over again. When asked to confirm the verbiage of the contract with me, *** began to read back the terms and suddenly realized where they did not align with the billing action taken. She then began adding in more words on the fly as if I wasn't reading the same contract.

I purchased a heat pump air conditioner from *** in 2018. It is currently not working. I contacted *** two weeks ago and was told that I had to contact Cyprus Air because they did the install through ***. I contacted them and got the run around. I was told I had to pay a service fee. Finally they set up an appointment from 2-6 and did not arrive until almost 9 o'clock. They repairman wasn't sure what was wrong and told me that he probably had to order a part. I was charged $100 for the service call, which I paid. I didn't hear from Cyprus Air so I called them a few days after the repairman came. I was told that the person they sent out wasn't certified and they needed to send someone else out to look at the unit. The second repairman came out on 6/8 and told us that he needed to order a part. Once again I didn't get a follow up call to let me know the next steps. I called them two days later and was told that they were going to order a part and call me when it comes in. In the mean time its been over two weeks that I haven't had a working air conditioner. I am asthmatic and can not continue to stay in a hot house.

Cyprus Air entered into an agreement with me on 11/4 to replace a pilot assembly for my fireplace. I made a check payment of $1,025.00; $230.00 for a so called Club Maintenance Plan and $750.00 for assembly replacement. On 11/27 when I contacted them, I was told that there had been a miscalculation and that the replacement could not be done at that price, but would be much higher at about $2,600.00, to which I refused. We then agreed on the refund of $750.00 I called in December when no refund had been made and someone said refund checks were made on Fridays and mine would be in the next cycle. Since then I have called and spoken to several staff persons on 3 occasions to include, 1/16 and 2/4 (I have their names and times of calling, but no need yet to include here). Each always told me he/she would contact manager, refund dep't or someone else, but to date the company is still holding unto my $750.00 If the owner has a legitimate reason for such performance, then I particularly, but also the company that referred me to them (***) should be given such, as it relates to future business interactions and/or referrals.

Cyprus Air installed a new furnace in my home in December . The original contract was totaled at $5,917.00, however, the furnace that was originally agreed upon was damaged upon delivery to Cyprus Air. I authorized Cyprus Air to install a different brand and model furnace that they had on hand but the total cost changed to $4,851.94 and a new contract was signed. After the work was completed I received a call through the financing company, Service Financing LLC, asking if the work was completed and if the amount was correct and I informed them that the cost was the original amount and did not reflect the updated amount. Over the course of a few months I repeatedly called and told Cyprus Air to contact the financing company to adjust the amount but instead they accepted the funds from the financing company at the original amount. I have repeatedly spoken to both the financing company and Cyprus Air to adjust the amount to reflect the updated contract but both companies continue to give me to tell me it's the others issue. Now the financing company is threatening me with collections even though they have opened a compliant themselves on Cyprus Air.

In December, we contacted Cyprus Air for an estimate for fixing our Gas Fireplace, which we were only able to get the pilot light to work. A few weeks later, a representative from Cyprus Air showed up at my house, met with my wife and looked at the fireplace. I was not home. The representative immediately said there was a gas leak, and told my wife that we needed to put in a new unit right away or it could cause an explosion. Scared, my wife signed a contract for $5000 to replace the Gas log Set, 20 ft of gas line and the shutoff valve. My wife wrote a check for 50% ($2500). Representative said my wife could pick out logs later, but we needed to get this setup as soon as possible. A Few weeks later, a Technician came to the house, and was very confused. The original representative never looked at our basement, the gas manifold, or anything else, and the new technician agreed with me that there couldn't be a leak before the shutoff valve. Cyprus air has subsequently not shown up on the two specified install dates, that we had to take the day off for. To our knowledge, there are no permits pulled. We have called about 10 times, left messages, and noone from Cyprus Air is returning our calls. The Answering service for Cyprus Air has stated they are overwhelmed with people calling Cyprus Air with no response back. Unbelievable lack of communication, and dismayed at the scare tactics for the original sale.

On November 15, I purchased a gas fireplace insert from Cyprus Air at 802 Rockville Pike in Rockville,MD 20852. Install date was Dec 10, 2019. On Dec 4, 2019, I went back to the Rockville store and requested a product change. Salesman wrote a change order for a less expensive product as well as a notation where I declined the first year maintenance contract. Installer installed the gas insert on Dec 10, 2019 at which time my husband noticed it was the wrong gas insert. I offered to let installer take the gas insert out and make arrangements for installing the correct unit, but after several trips to his truck, the installer declined to remove the incorrect product. I asked what to do if he wouldn't change out the product and he ultimately said I could keep it for the lower price. I asked if he was sure. Subsequently, I was billed $40 on my credit card for the first month maintenance fee which I had declined. I called the salesman and he told me to give the office a few days to process the paperwork. Instead of a refund, I saw a second $40 charge. At that point, I requested assistance from my credit card company who made two attempts to get a refund for the second $40 unsuccessfully. On 2/24 (today), I received the second notice from the credit card stating that they were unable to get a refund for me and that I would have to pay it. So today on 2/24, I contacted the FTC, who gave me a Ref No. and referred me to you, the Complaintsboard.com and the Attorney General's Office in Maryland.

- I contracted to install a new gas line from the gas meter to our fireplace. Contract did not include connecting the new fireplace. I paid a 50% deposit of ~$1,300.- Service visit on 12/28 to finalize gas line install. Process was explained to me. Next step was the install.- Gas line install on 1/26. Installers were fine. Process was explained to me. Next step was the inspection then final connection to gas meter. I was told the pressure test was scheduled for 1/28 - 1/28 came and no inspection occurred. I also received no confirmation in writing the inspection was actually scheduled. It took multiple calls to Cyprus. I left a message. No reply. I got a hold of someone and had to explain the process and what I needed. It was as though they didn't know they needed to take action. I was told "inspectors may miss appointments" (but it is not clear an inspector was scheduled). An inspection was scheduled for 2/2. I received a written confirmation from the county. Inspector came and it passed by noon. - I called Cyprus to remove their air pressure gauge and make the final connection to the gas meter. Multiple calls and messages resulted in no response. None. Got a hold of *** on Feb. 9th. After 40 minutes on the phone she agreed to send someone to finish the connection on Feb. 14th. Cyprus inappropriately charged me the remaining 50% of the cost. - Feb. 14th. No one came. No notification. Again, I'm calling and getting no response. It is absolutely infuriating and frustrating to leave messages that are not returned. I'm at my wits end and do not know how to get them to respond.

I purchased the HVAC system on 07/13 for $8871.00 and the system was installed on 08/07. The system was serviced once a year since being installed by Cyprus Air. This writer would note Cyprus Air completed the service once a year at my home on their HVAC system. Additionally, the system is covered by a warranty for 12 years and 3 years labor warranty which is still covered until 08/07/2022. On 01/27/2022, Cyprus Air was late coming to my house. I had to call the message center to get a response. On 01/27/2022, Cyprus Air came out to my residence and indicated my outside system was corrected and working. The technician left my house and put mud on my carpet with his shoes. On 01/30/2022, this Officer called Cyprus Air indicated my outside system was making loud noises and disturbing my neighbors. Since that date, Cyprus Air never responded to the message for the message center. On 02/07/2022, this writer called Cyprus Air and informed the company that my system was not working. On that date, the message center scheduled an appointment for 02/08/2022 with a window from 10 am till 2 pm. On that date, a technician never showed up at my home. I called Cyprus Air twice on that date and all I got was my information was being forwarded to the service center. Cyprus Air representative William C. *** Advisor sold me the HVAC System and the dealer number is #***. Can you please assist me with getting my HVAC System working because I have children and pets inside my residence and I haven't had HEAT in two days? Additionally, I providing attachments of the emails from Cyprus Air

A gas fireplace purchased from Cyprus Air has been beset with problems from the time it was installed in our home. The unit was purchased in July with two payments; July 1 for $1944.90 and July 8 for $2000. Then installed in December. Problems with the unit ignition resulted with several calls to Cyprus Air for assistance in starting the fire. The requests were usually late in being responded to. Very soon after these problems were resolved we had an instance when the unit would not turn off. A call to the *** utility was made to get a technician to shut the unit off. His opinion was that the unit was used, as were the gas logs. Another unit was then installed in January which was supposed to be new. The gas fireplace was very seldom used in the 2020 winter. In the [protected] winter months the unit was used more frequently.at this time we noticed a slight gas smell when the fireplace was first opened in preparation for lighting. The smell disappeared almost immediately and we chose to monitor its duration. Then in early March the oder was noticed throughout the house which prompted a call to the *** utility The technician located the gas leak and shut the gas off. The technician thought and stated that the unit had been improperly installed. A call to Cyprus Air was made. They responded by saying a $454 charge would be made for a technician to check the problem. We declined this offer for aid. About a week later Cyprus Air called offering a free service call if the problem was due to the installation, if due to users neglect or misuse the $454 fee would apply. Cyprus Air would make the determination of course. We still have some concerns about the prior gas problems and the leaking.

Cyprus Air installed a new HVAC system in my home on 5/20. Shortly after install, on the same day of completion, I noticed a pipe hanging over the furnace room doorway. I immediately called Cyprus Air to have someone come out and fix as it was blocking the door from closing and opening properly, and it being a copper pipe, I did not want to bend or touch anything that I am not trained on operating. I made multiple attempts to get someone out to my home, and was repeatedly told I would be called back. I was never called back and no one ever reached out to handle the situation. I then emailed Cyprus Air after receiving a voicemail threatening to send me to collections for not paying my $1,500 deposit. They were more concerned with getting paid $1,500 deposit than they were to fix an issue I raised on the same day of install. I am not aware of any business practices where a customers concern is unimportant and a install is considered complete despite an open issue. Cyprus Air continued by saying they would not come out until deposit was paid. I maintained my stance that I would not pay on an incomplete install. This has continued for months, with Cyprus never taking action to get this corrected. Recently in August I had a respectable plumber do some work in my basement due to a leaking pipe. He noticed the new furnace install had several issues and weren't up to code. He explained that Cyprus Air should have done a proper inspection per *** guidelines prior to install. They did not. Cyprus Air also stated they do not do inspections on replacements. I contacted a *** inspector in Maryland and they agreed an inspection should have been done and there were some items not up to code. They would be reaching out directly to Cyprus Air on what needed to be corrected. On 8/25 I finally received a voicemail from Cyprus. Not to correct the ongoing issue I had raised months ago, but because *** contacted them in regards to their install errors.

Cyprus Air installed a Heating Unit in our home and we purchase the Presidential Plan to cover the unit. Every year we pay a yearly fee for them to come out an inspect the unit to ensure its properly working. We had no heat and on [protected] Cyprus air tech came out and replaced a fuse and said the unit was fine. The unit worked but kept cutting off. Cyprus air was contacted and on [protected], a tech came out, checked the system and said the coils needed to be clean but the system would still run. He said someone would contact us in a few days. No one ever contacted us. The system continued to malfunction. On [protected], a tech came out identified the problem and ordered parts. He said they would call when they come in. He by-passed the defective part so that we could have a little heat. However, the unit continue to run but keep cutting off after running, then would just jump to auxiliary heat and eventually cut off. This would cause problems especially at night keeping the house cold. The unit continue to malfunction. On [protected] Cyprus air was contacted and they said the parts had not come in. On [protected], contacted Cyprus, spoke to Patricia and she said the parts were not in. Told her it had been 8-9 days since they were ordered and asked where they were coming from. She placed us on hold and said she checked with John the parts manager and he said they would call us when they come in. On 3/3, 0820am talked to Patricia and she said the parts were still not in. Asked to speak with the owner and she said he was not in. Left cell phone number and told her to have the owner to call us. No one ever called. On 3/5, contacted Cyprus air, talked to Patricia and she stated parts still not in. She was told that we asked her to have the owner to call us but no one ever called. She said she will do some more checking on the parts and call us back. That was at 950 AM, and by 430 PM we still have not heard anything from Cypress Air. Your attention in this matter is appreciated.

On November 30 our Maintenance Plan expires. However, when I signed the contract plan it was to be a monthly payment of $20.00 a month for 1-year. Then i received a letter stating that the monthly cost was going up to $30.00. Without my authorization, they went ahead and charged $30.00 monthly to my *** (which was on automatic monthly payments).

Cyprus Air noted that the increase was so that they could maintain their technicials well trainied in order to provide better services. This I believe should be a responsibility of the company itself and not at the clients expense. Do you believe it should be the client responsible to pay for the companys training of its own technicians?

After speaking with them and letting them know that I did not authorize the increased deduction on my credit card, they told me that they would refund me the $10.00 difference (which I should see in about a week on my card)

Then I called them and inquired about the refund which hadnt processed after a week, and they hung up on me. I also wanted to let them know to cancel the Maintenance Plan upon its expiration date of November 30 as am thinking of selling my property.

Since then I have called and spoken to three different people and nobody wants to be the ones to note and make effective my cancellation at the end of this month.

With the third, last person that I spoke with after being on hold for 20 minutes, I requested that they confirm via an email that the maintenance plan would be cancelled as I have been requesting at the end of November, however, the lady hung up on me.

Seeing the not only the unprofessionalism of the company but of its employees themselves, I decided to cancel my credit card (for a $15.00 fee from my institution)

I once again request your assistance to intervene for me with Cyprus Air, as you did so effectively the first time.

I must say that my experience with Cyprus Air has been a bad one due to their lack of professionalism. All the stress they have and/or causing has increased my sugar and blood pressure and I am loosing sleep over these issues. Their attitude with me I feel is due to them discriminating against me because I am *** and elderly.

It has been a nightmare and I am stressed out every time I have tried to contact Cypus Air to discuss my account and discuss my rights as a customer.

Absolutely TERRIBLE! Cyprus Air installed a gas fireplace in a previous home in the year 2000. I was very pleased with the customer service as well as the workmanship and final product. As a result of my previous experience when I purchased a new home without a fireplace I reached out to Cyprus Air to install a gas fireplace. Expecting the same level of service and products, I paid the initial deposit on February 24. The initial contract outlined the installation process and specific timelines for the installation, inspection, etc. Site visit, 3/12, Install Date and pressure test 4/10, pressure test, inspection, start-up 4/13, final inspection date 4/16. Later I received an addendum to the contract, which my account rep (Carla) indicated that the equipment had not been received and as a result the dates needed to be revised. It was an unusual time (Covid) and as a result I agreed to the revised dates. Pressure test and install line date of April 30, pressure test and inspection May 4, Start up of new system 5/4, final inspection date of 5/7. Prior to the April date, I received a call from Carla indicating the logs were damaged. However, we would move ahead with the installation with the logs being replaced at a later date. The installer arrived on April 30, and indicated the parts he had for the installation were the wrong parts (Corner unit versus a straight line wall unit with mantel), and as a result, he was unable to perform the installation as new parts would have to be ordered. The installer made a number of calls to his office and indicated someone would call me to reschedule the installation. I did not hear from anyone from Cyprus Air for a week following the departure of the installer, in fact, I had to initiate a call to the company. (Note, I only received a call from the account manager (Carla - on May 13, indicating they would be prepared to perform the installation in the next two weeks). I have asked for a full refund of my initial deposit and have been unable to reach anyone in the Cyprus management team. And after repeated attempts and emails in writing indicating my displeasure I have been unable to reach anyone in the organization management to have a conversation on this topic and was told in the call of May 13, someone would get back to me within 72 hours to discuss the contract cancellation process. As of this (5/26) I have not received any calls from Cyprus Air, no one at Cyprus Air is taking my calls to address how and when I will get a refund of my initial deposit.
Please amend to reflect Cyprus Air charged my credit card on 5/4 $40.00 for maintenance on a system that was never installed. As a result, I am requesting a refund of my deposit as well as the maintenance payment. Further, I am requesting no further charges posted against my credit card.

02/26

02/25

CYPRUS AIR FIREPLACE SYST ALEXANDRIA VA

***

-$3,759.50
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05/04

05/01

CYPRUS AIR FIREPLACE SYSTALEXANDRIA VA
***

-$40.00