Cyprus, Inc.

We were very impressed with the staff in the store and with the technician, Kamran K. Kamran quickly diagnosed the problem with our gas logs and repaired it--something that two other companies had not accomplished.

Review: On January 27, 2014, I spoke with, in person in my home, an estimator, [redacted], with Cyprus Air Heating and Cooling Company of [redacted], VA to get a quote on replacing a water heater in my home. On January 29, 2014, a contract was entered into between myself and Cyprus for the water heater and, once again, [redacted] came to my home to collect a 1/3 deposit payment which I gave him in the way of a check. The check was deposited within 24 hours with VA Commerce bank. The installation occurred in my home on January 31, 2014 and was completed which happened to be a Friday. I gave the installer the balance of the contract, and again this payment was made by check, and I signed and dated the work invoice. My husband received a call on his cell phone the very next day on Saturday asking how we wished to pay the remaining balance. He indicated the balance was paid in full by check and given to the installer on Friday when he completed his work in our home. We did not receive a call back from Cyprus after this. On or about February 5 ,2014, after feeling unsettled about the matter, my husband contacted Cyprus to follow up that they had the payment. To his and my surprise, we were told they never got the check from the installer and that the check was lost. I suggested we wait a few days at least before stopping payment on the check to at least give it a chance to show up, which I thought it would. The next communication was with the accounting office. We all agreed to stop payment on that check and have another reissued and that Cyprus would pay the bank fees and the balance would be reduced by that amount. We indicated we would reissue a check when we got confirmation that our check has been stopped which we did receive in writing from our bank. Feeling uncomfortable with the whole check lost situation, I did not want to mail in a check. I offered to bring in a check, in person, at their location so that we could conclude our business. I have called Cyprus to speak with a manager or supervisor and have not ever been able to speak with one. I was even told by someone answering their phone that they do not do any plumbing whatsoever. This confused me because my job was a plumbing job, new installation of a water heater. The installers (2) that arrived at my home on January 31, 2014 did not arrive in a Cyprus vehicle or have Cyprus uniforms. They arrived in an all white mini van and work clothing. They had my invoice with all the proper information. They called to confirm our scheduled appointment the day prior, so I did not think anything. I now believe, that they were contractors for Cyprus and not necessarily Cyprus employees????? In any event, they were paid, in full, by check. I have gotten the run around since, have not been able to complete my transaction with them, and have not been able to speak with a manager, supervisor, or preferably an owner, all of which I have asked to speak with. I have every intention of paying them and fully acknowledge the balance is owed them, as evidenced by already having given them a check which they did not secure. Now this has caused me inconvenience and great concern. I just want to discuss my experience with them with a manager, supervisor or owner. I want this to be documented for my own records. I want them to sign a release letter stating I have paid them the outstanding balance, minus the bank stop payment fee, and that this matter has been completed concluded. I also want them to acknowledge in writing that should the original check I gave surface, that it is my property, belongs to me, and needs to be returned back to me, since they would have been already paid and this check cannot belong to them as well. I don't think these are unfair request. I an the consumer. I entered into a business contract with them with right intentions. I fulfilled my end of the contract completely and fully. Were it not for them being negligent and losing my check, we would not even be in this situation. I want them to acknowledge and respect me as a consumer and the inconvenience that has been caused by me because of them. They have caused this situation, not me. I am trying to resolve it. They need to work with me. I want documentation for my own piece of mind. Please investigate and help Cyprus and myself to come to an agreeable solution that is in both of our best interests. Thank you so much for your help.Desired Settlement: To work with me, understand my position as a consumer, and give me the proper documentation I am requesting to conclude this business once and for all.

Business

Response:

Dear [redacted],

Thank you for allowing Cyprus Air to respond to **. [redacted]' complaint. Cyprus Air takes customer service very seriously.

Our General Manager, [redacted], contacted the customer on 20 February, 2014 and the customer has agreed to accept our offer.

We consider this matter resolved.

Thank you again,

Customer Service Manager, Cyprus Air

The sale was efficient and the installers were 5 STARs.

Service call was for the annual maintenance of my gas fireplace and to replace defective logs under warranty. There was a few hour difference between the scheduler (0800-1000 hrs) and the call on the day of service (1000-1400 hrs) causing me to almost miss an appointment. That said, Levi was my technician - he was professional, explained everything he was going to do, was crazy neat, and he carried out his duties in a timely fashion. The fireplace is serviced, the logs look great, and this winter the fireplace will see extensive use. Good job!

I was very pleased with the advance call from Cyprus Air's dispatcher and with the service provided by CJ. He explained what needed to be done and did it promptly. He was courteous and attentive to keeping things clean.

We are very pleased with the whole experience. Orlando L. did a greta job installing the fireplace and explaining how to safely operate it.

Cyprus Air installed 2 new systems in our home and words can't express how great our tech Orlando was from beginning to end. A true professional! Cyprus Air should be proud to have an employee like him.

Always professional, friendly and thorough. I appreciate their attention to keeping things clean as well, because working with a fireplace has a lot of potential for mess.
The technician was excellent and did a beautiful job with cleaning and realigning my gas log setting. I always feel confident to use the fireplace for the winter after using this company for the annual inspection, and cleaning

Review: In June of 2012, I purchesed and had installed a complete heating and airconditioning system from Cyprus Air. The Purchase included the purchase of a ten year extended warranty on labor/ the parts are warranted for ten years by the product manufacturer. On 10/24/13 when I returned home from work I notice the furnace was not comming on and my house temperature started to drop. The next morning before I went to work I called Cyprus Air around 6:00am and requested service. The service tech. who took my call said that it would be a $89. traveling fee. I did not understand why I had to pay the fee for warranty service and questioned the fee, (the additional fee was not disclosed to me at the time of purchase). The service tech. took my phone number and said he would have a manerger call me concerning the fee. which I agreeded with. I went to work and waited to be contacted. by 1:00pm I had not received a call so I call Cyprus again. On this call I was told that there was two calls ahead of me and the the service tech. should get to my house between 1:00pm & 5:00pm. I told the person from Cyprus I was leaving work to make sure I'm there when the service tech. gets to my house. By 5:30pm no one had showed up so I call back to Cyprus and was told that they was going to put in anothe ticket, I said O.K.. Needless to say no one came out to date nor has anyone called me to say anything as to why no one has showed up or if anyone was comming. This system cost around $5600., when I called to emply about the purchase of the system they were quickly over my house and quick to install the system, now that I need service which has already been payed for I can't get any service.Desired Settlement: The desired remedy is to quickly come and repair the unit or to refund the portion of money I paid Cyprus Air for the extended warranty.

Business

Response:

Dear [redacted],

First and foremost we would like to thank you for the opprtunity to respond to **. [redacted] complaint. Customer service is our number one priorty and insuring that all of our customers are satisfied with any work we may perform at their home. I contacted **. [redacted] today (11/5/13) and explained to him the warranties that he has with our company. The labor and parts warranty does not cover a service call to diagnoise a system however shall any parts need to be replaced it would be done so as a no charge to **. [redacted]. The appointment as of now is scheduled for Novemebr 11, 2013.

If you have any further questions please feel free to contact me.

Thank You,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me since all I wanted was to get my furnace serviced, which they finally done after approximately sixteen days had passed from the date of my initial reqeust for service under a prepaid contract. I feel that I was not given any consideration until after the business was contacted by the Revdex.com, only then did anyone from the business contact me . Pryer to that no one from the company atemped to contact me to explain anythihg or arange for the servicing of my furnace. In short had the business not been contacted by the Revdex.com, I would not had receiced any service. Thats poor customer service and this incedent lets me know not to prepay for service in the future.

Regards,

Cyprus Air replaced my HVAC system. Their service was excellent. Sales person was very knowledgeable and the install team was courteous and fast. Highly recommend.

Excellent service. CJ and Stephen completed full service on 2 different gas fireplaces. They explained what they had done and what they found and made sound recommendation for extending the life of certain elements. They presented themselves and their company well personally and professionally. They left the areas clean and handled furniture and appointments carefully. All much appreciated.

We had our annual Cyprus Air gas log fireplace annual maintenance inspection yesterday, conducted by Ed M. He was the absolute professional from the moment he stepped into our home until he left. He conducted the inspection swiftly but thoroughly; he knew exactly what to do in cleaning and vacuuming the logs and entire fireplace; cleaning the glass doors and finally replacing all batteries in the system.
He was a very pleasant professional who obviously enjoys his job and relating not the customer. We'd like him to conduct the inspection avery year if we could. We thank him for a fine job.

Javier G. arrived at my home as scheduled on October 7, 2015 and performed very good annual inspection and maintenance service of my gas fireplace.

Tech M. J[redacted] was professional, knowledgeable, & personable. He arrived on time & got the job done. Wish other contractors I have used were as good.

Marcella was very careful and neat. He did a very thorough job of cleaning and checking the jogs.

I was very hard on Cyprus earlier, because of a faulty thermocouple in my fireplace. However, I have to say that Eugene took care of the problem and left me happy with the service.

I want to thank the technician (Mr. Harry B.) for his patiences with me, answering all my questions and showing me how to use my remote. He was very knowledgeable, courteous and clean. He was also very professional and easy to talk to and get along with. I will ask for Harry B. again next year.

Review: On two (2) occasions Cyprus Air was contacted to provide a 24-point A/C checkup on the A/C unit they installed last year and on which is currently making noisesOn both occasions, a service technician failed to show upAlso on both occasions, my wife wasted work days waiting for the technician
The first incident occurred on July 5, 2013, when we were called by Cyprus around p.mand told by a representative that the technician was stuck in traffic on the Woodrow Wilson BridgeMy wife informed the company that she had waited all day and would like the technician to perform the service as scheduled and agreedThe company representative telephoned back a couple more times to inform us that the technician was still stuck in trafficDuring the last call, the representative asked us to reschedule the appointment
We set up another appointment with Cyprus for July 16, between 8:a.m- 12:p.mMy wife again took leave to wait for the technician to arrive and perform the check up on the A/CAt 10:a.m., she called Cyprus to check the status of the arrival time of the technician and was told that the appointment was for 12:- 4:p.mShe protested that the appointment was supposed to be between 8:- 12:to no avail, and was informed by a representative that the technician would show up closer to 12:p.mrather than near 4:p.mAt 1:p.mand no still technician, my wife again called Cyprus to check on the arrival status of the technician and was told that the appointment was scheduled from 12:- 4:p.mAgain, my wife protested about the length of time and continued waiting and was subsequently put on hold for lengthy period before she hung up the phone
No technician showed up on July 16th at all-- nor did the company call to explain or apologize for the failure of a service technician to show upTo date, we have not heard from Cyprus on this issue and have come to believe that an $service call is not worth their timeHowever, last year when we purposed a new A/C and furnace from them for several thousands of dollars, the company was more than eager to provide such services
If Cyprus Air cannot service people in Southern Maryland on small ticket service items, then they should state such on their website or that it is a hardship for them to provide services at costs less than $The only reason we chose Cyprus to perform the A/C checkup is because they installed the last year and if there is a problem with the unit it would save up time in getting them to fix it since the equipment and parts are covered under a warranty with themHad we known about the lack of responsiveness and courtesy on smaller scale service work like basic checkups, we would have not purchased big ticket items like an A/C and furnace from themBy not showing up the 2nd time after committing the first failure, they showed a blatant disregard for our time and needs, and a lack of sensitivity to at least offer an apology and some kind of amends for their failure to honor an agreement to provide the checkup on the specified date and timeIt is inexcusable for an establishment that is in the business of providing services to customers to show such arrogance and insensitivity.Desired Settlement: So that others are not affected by this discourtesy treatment, I wish this complaint to be made available to other unsuspecting potential customers and that Cyprus improves its poor treatment of customers of small services, otherwise change its advertisement to state that they are only interested in larger sales on products and services--not small scales services like routine check ups
Basically, Cyprus Air has lost our confidence as potential service provider for our A/C and Heating needsHowever, they will be required to honor the warranties on the products they installed last year--and which coincidently, started acting up year to the day of installation
Business
Response:
Dear **[redacted],
First and foremost thank you for the opportunity to respond to **[redacted]'s complaintCustomer service is out number one priority and insuring that all of our customers are satisfied with any work that we may perform at their homeWe would like to apologies for any inconvenience that this incident may have caused **[redacted] and his familyOur General Manager has made attempts to contact the customer but has been unsuccessful
For customer service and in good faith we are offering **[redacted] either a free maintenance visit or a $credit with our company to use for future servicesWe hope that this may resolve this issue at **[redacted]'s satisfaction

Julian spent extra time explaining the service that he was going to perform and took the time to point out all the safety inspections he was performing throughout the service. During the gas fireplace service, he explained how the gas fireplace works and how to make it work just in case the remote were to break. He explained all the switches and knobs and the proper procedure to light the pilot incase it ever goes out.

Levi C. was knowledgeable, professional, and courteous. He diagnosed the problem with my AC quickly and explained it to me. The company worked with me to figure out the lowest cost fix. Levi returned the next day and made the repair in about an hour. He showed me the part he had replaced and the section that was broken.