Cyprus, Inc.

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.

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.

Review: I was told by the service technician that my AC unit needed a new compressor. When another service tech came to my house to install it, he said it was unecessary. My credit card had already been charged over $2,300 for the compressor. When I called the company, I was told that the charge would be deleted from my credit card on the 6th of June. This was not done. I was told yesterday that the charge was deleted on the 10th of June. My credit card has not been credited for this reimbursement.Desired Settlement: I want the appropriate refund to my credit card made as soon as possible.

Business

Response:

Thank you for the opportunity to respond to **. [redacted]'s complaint. Cyprus Air works hard to ensure that our customers are completely satisfied with our company and our services.Our accounting department processed a refund to **. [redacted]'s credit card on Tuesday, June 10th, 2014 at 6:04 p.m.Customer should check with his credit card company to ensure that the refund has processed to his account.We will keep in touch with the customer until the refund processes.Cyprus Air considers this matter resolved.Respectfully,[redacted]Customer Service Manager, Cyprus Air

Cyprus' technician Mike S. visited us on 9/28 to service our fireplace, getting it ready for winter. He was pleasant, did a very nice job with the fireplace, and explained everything to me.

I have been using Cyprus Air heating and Cooling for over 10 years.
They have installed 2 systems in my home & our gas fireplaces.
We have maintenance's on our systems with them and have been extremely pleased over the years they go above and beyond to make sure there customer are happy.

Review: I contracted this company to install a gas line and hook up of a vent free gas stove on Oct 2, 2013. I told the sales representative that I would not purchase the stove from his company because I could by it cheaper at [redacted] because I'm retired military. He atated that they could not assembly the stove but could hook it up. I amended the original contract on 22 Oct 2013 to not include deliverly and set up of a 99 gal tank because I could also get that cheaper from another company. The gas line inside work was completed on 22 Oct 2013, however the gas piping diagram was not completed. I mentioned this to the installer and they told me that they did not need to complete the diagram. The installer informed my that an inspector would be by the next day to complete an inspection of their work. No inspection was scheduled until 8 Nov. The gas line failed inpection by the [redacted] county, Virginia inspector [redacted] ###-###-#### on Nov 8, 1013 for violation [redacted]: Gauage for piping into home broken, no pressure on pipping and violation [redacted] Incomplete construction documents-no inspection made, permit says piping for stove gas logs are being installed. I called Cyprus Air to give them the inspection results and schedule someone to come out and make the repairs. A Tech from Cyprus Air came out on 13 Nov 2013 and performed an inspection on the gas line, the gauge was broken so he installed a new, however he told me that he did not need to complete the gas piping diagram. Cyprus Air came back and did a test on 14 Nov 2013 and the pressure on the line remained good at 10 psi. I had a follow up inspection by the [redacted] inspector on 18 Nov 2013. This time there was a partial approval, but 2 violations, Violation [redacted] fire place not a range, and Violation [redacted] finish completing riser diagram. Ok to complete work and call for final inspection. I called Cyprus Air on 18 Nov 2013 with the inspection results and they informed me that some one would call and schedule an appointment to complete the work in 19 Nov 2013. No one called so on 20 Nov 2013 I called and spoke to a service manager who informed me that someone would call me the next day to schedule an appointment to finish the work. No one called so I called Cyprus Air on 22 Nov and was very upset; they serivice person that I spoke with informed me that the contract did not call for them to hook up my fireplace, but that they could do the work but at an additional cost. I called the sales person whom I delt with initially to try and clear up the matter on 2 Nov 2013, he asked me to call him back on 23 Nov 2013 because he was not in the office at the time. I called the sales person on 23 Nov 2013 and he placed me on hold and the called dropped off. I called him back and left 2 messages thet were not returned.Desired Settlement: I would like Cyprus Air to complete the gas riser diagram and to hook up my fireplace at the orginal price that was agreed upon or provide me a refund.

Business

Response:

11 December, 2013

As you know, Cyprus Air takes customer service very seriously. In an effort to provide outstanding customer service, Cyprus Air has agreed to waive the balance due of $103.00 and we have also scheduled a follow up visit with our Installation Manager for 12/12/13.

The customer is happy with this solution and we consider this matter resolved.

Respectfully

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: : I spoke with [redacted] and appreciate the fact

that they are willing to waive the remaining balance. However, they scheduled a follow-up

appointment for 12/12/13 at 4PM but no one showed up. My wife was at the house at 3PM, I

arrived at 3:25 PM and no representative from Cyprus Air ever showed up and no

one called or has since called.

Regards,

Business

Response:

12/19/13 Cyprus Air has scheduled follow up visit for December 26, 2013 and has also offered customer a free 24 pt fireplace inspection and cleaning in Fall of 2014.

Customer has accepted our offer and we consider this issue resolved.

Review: Initial complaint to the company (Installation issues)
- Hole in the outside wall, I Ask for some kind of fixing and the answer was to go to home depotSee picture
- Exhaust support: Hanging without supporting the exhaust conduit See Picture
- Drain pipe: The crew reused the same drain pipe, with the new system the old pipe didn't reach the drain leaving all the drain water inside the hv/ac room: I had to run to the crew truck to get this fixed before they left
- The crew forgot to attach the drain pipe support, leaving a nail exposed, lucky for me I saw the exposed nail and attached to the floorSee Picture
- Duct work: The crew removed a expansion joint duct (Piece of duct with a textile to allow the duct to expand and contract), the new installation is fix (No expansion allowed), this could create expansion sound during winter
- Duct work: The final duct work has a lot of air coming out from a lot of places; I spend hours putting tape, trying to stop a whistle sound that was coming from the duct
- Tools: They packed all the tools before finish, they started to use my tools, at some point they insinuated the duct tape was their property
- Thermostat: They never programmed, or teach me how to use it (Not a big deal)
- Testing the equipment: No test at all, They just verify that the fan run, No furnace testing, No AC testing, (Wait for the system to cool)
- The crew left steel (Duct parts) in my yard and cigarettes and cable ties on the way to the truck, (I had to clean that)See pictures
After several phone calls to the seller representative and the company, I reach Operation Manager, he send a Service Manager to inspect my house
Inspector Manager finding:
- The furnace exhaust installation was wrong, that could cause gasses to go inside the houseNeed to be repair (Healthy Issue)
- Hole in the wall (Fuse box) need to be replaced
- Additional testing are require because is no possible to test the furnace based on the exhaust issue
Based on my experience the Operation Manager offered me a one year serviceMy problem is that they don’t answer my phone callsThey had been avoiding the reparation.Desired Settlement: Send a technician to finish the AC/HV installation and compensate me for all the work I already did to minimize the installation damages.:
Work I had to do to prevent future damages:
- Cover exterior wall (avoid water damage in exterior wall)
- Re-tape all duct (Better system performance)
- Attach drain pipe (Prevent water to run inside basement)
I have pictures and emails to prove all my complaints
Business
Response:
Dear [redacted],
First and foremost thank you for the opportunity to respond to **[redacted]'s complaintCustomer service is our 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]'s and his family
On July 1st, we send our service manager to **[redacted] homeThe service manager documented all of the customer concerns and took necessary photos needed for the repairsThe customer informed out service manager that he had a visitor coming from out of town and needed to postpone the repairs for approximately weeksThe service manager since then has not heard anything from the customer
We have contacted **[redacted] and schedule an appointment for August 2, to repair all the necessary work and take care of the customers concerns to his satisfaction
Thank You,

Review: The company sold us a defective remote to a fireplace they installed. They came once to fix it and it still did not work. We asked for a replacement and they would not honor the warranty and would not replace the remote. We were forced to go directly to the manufacturer, who did fix it. After writing Cyprus a complaint letter, the company offered to reimburse the cost of shipping the product to the manufacturer. To date we have not received said reimbursement. They did also offer to give us one free "service" maintenance, which we did not accept because we no longer trust this company to work on our fireplace. The only reason they responded to our letter was because we indicated a copy would be forwarded to the Revdex.com. [copy attached if possible].Desired Settlement: A refund check would be fine; a warning to this company to honor unexpired warranties is in order.

Business

Response:

RE: COMPLAINT# [redacted], [redacted]

We initially responded to this complaint on January 6, 2014 and offered the customer a year free maintenance and a refund of $26.00 for manufacturer shipping charges. (Part was under warranty and manufacturer replaced the part but shipping was charged to customer). Notes from February 2014 indicate we were issuing a check for $26.00 to customer. Spoke to customer today and she indicated she had not received the check. I spoke to the accounting department again today. They are looking into the matter and will issue a check as soon as possible.

Again, I apologize for the delay. My entire email account and contact information was lost over a month ago and I did not receive this second notice.

Thanks again for all of your help.

Washington Gas Liaison/Customer Service Manager

Cyprus Air

###-###-####

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.]

Great job. Helpful, knowledgeable, and left area neat and clean. Answered all questions and was very patient with my issues. Thanks for a job well done. See you next year or sooner if needed. Happy to recommend you guys to any of my friends, neighbors, family.
C[redacted] M[redacted]

CJ from Cyprus, Inc was dispatched to our home to service our fireplace. Forty-five minutes prior to arrival I heard from the team informing me of CJ's approximate time of arrival. He appeared on time, entered the home and immediately inserted a covering over his shoes. He introduced himself, educated me on his assignment and proceeded to work quietly and efficiently. CJ discussed the state of the fireplace and what was needed to effectively service it. CJ placed a well insulated mat covering the work area and was extremely clean throughout the process. The fireplace worked well as a result of his skill. CJ discussed and recommended upgrades to the fireplace and provided information the family needs to make a decision about work in the future. CJ was an outstanding representative of the company: courteous, knowledgeable, respectful, competent, deferential and skillful. I trust his knowledge, insight and competence and will not hesitate to recommend this company and its team of professionals, led by CJ, to others.

The person who came to service my gas fireplace (Kamran) was very thorough, very polite and very professional. He explained everything he was doing and answered any questions. He was very careful to not make a mess and cleaned up thoroughly before he left. We've used the fireplace several times already and he did a great job arranging the logs and adding embers.

Wayne did a great job cleaning my chimney! On time, professional, and left the room very clean.

This morning Kamran K came to do a pm on our gas fireplace. He was very timely, efficient and friendly. I would rate his service and demeanor as excellent. Thank you Cyprus Air for sending Kamran to my home.

Cyprus responded quickly to our request for a quote, which we accepted over three others and they installed a new HVAC system in the heat of mid-August. The workmen were experienced, courteous and hardworking. They took the extra time necessary to troubleshoot and correct the initial glitches and then fully explained our new system.
Based on their professionalism and that of the sales rep and follow up team, I will gladly recommend to friends and neighbors Cyprus Air should they ever require assistance with their HVAC systems.

Review: My husband and I recently purchased a gas log set from Cyprus Air found through the [redacted] Gas Webpage. We scheduled the installation for Friday November 22, between 8am-1pm. We did not receive a confirmation call or email at any time. My husband had to call Thursday November 21 and spoke to a man who confirmed our installation window of 8am-1pm for the following day and that we should have already been called and that we would be receiving another confirmation via email that evening. No call or email came. Having taken off work for the installation, my husband waited around until 12:30 without any call or service man to the house. Upon calling the [redacted] location he was told our window was 1am-8pm not the 8am-1pm we had been told the day before.

We had an important event that night that we couldn’t be later for and after setting up a backup installation appointment for Wednesday November 27th, we were told that we should at least have the service man come out to give us an estimate on how long the fireplace would take to put in. We reiterated that we had to leave the house NO LATER than 4:45. Serviceman finally showed up to the house 2 hours after manger said he would and had two workers with him that did not have uniforms on nor seemed to have ANY idea what they were doing as the uniformed serviceman had to walk them through the entire process step by step in another language. The serviceman promised it would be done by 4:45 no problem. At 6:00 pm they finished after having sat in our kitchen to eat [redacted]’s for a half hour and leaving without cleaning anything up, leaving black fingerprints on our fireplace and dust everywhere from drilling holes (not to mention the broken drywall from a first botched hole in the ceiling).

The craftsmanship is horrendous; it looks sloppy, unprofessional and incomplete. We are missing part of the log insert and we still have not once had a phone call to follow up about the completion of this project (inspection, payment, anything).

I went into the showroom on Saturday, November 23 and spoke with a “project manager” about the installation nightmare. I emailed pictures of the unacceptable work and was told that I would be receiving a call from the General Manager today, Monday November 25th to fix all of the issues as soon as possible. I have called already once this afternoon and she was “not in the office at the moment”, she would call me a.s.a.p. That was over 2 hours ago. I am disputing the first portion of payment on our credit card, contacting [redacted] Gas to let them know about this, and am filing this complaint on Revdex.com.Desired Settlement: This entire experience has been unacceptable and inexcusable for this company and for the cost of the product and services rendered. Now I will also have to take time off IF someone does contact us to come out, finish the fireplace and fix the rest of this mess. Our time is just as valuable as Cyprus Air’s is and we lose compensation when we have to take time off from work. We expect satisfactory completion of this project and for compensation for extra time taken off from work.

Consumer

Response:

We do not expect compensation of money due to us. We expect some sort of customer discount because of the extensive time taken off from work to have this company fix the problems beyond the expected time required of initial installation. If we need to reword the complaint happy to do so.

Best,

Business

Response:

Attached is Cyprus Air's response letter to Revdex.com. Customer has accepted our offer and this matter has been resolved.

11 December, 2013

TO: Revdex.com

1411 K Street, N.W.W Suite 1000

Washington, D.C. 20005

As you know, Cyprus Air takes customer service very seriously. In an effort to provide outstanding customer service, Cyprus Air has agreed to provide the customer with a two-year, free fireplace maintenance agreement valued at

$700.00.

The customer has accepted our offer and we consider this matter resolved.

Respectfully,

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 to be not the best solution but is accepted..

Regards,

I would like to commend your technician Kamran K. He was efficient, knowledgeable,
and took great pains to make sure I was a happy customer. He did an above and beyond job, left the fireplace in much better shape than he found it. Please make sure he gets kudos for a job well done. He is an asset to your company.

Julian performed a great annual service on my fireplace. Courteous and knowledgeable. Prompt and polite.

Javier G. was friendly, professional and careful in his delivery of maintenance services for our gas fire place. He gave a descriptive explanation of the service he was about to perform and completed the service in a timely manner. We look forward to seeing him annually for on-going maintenance.

very friendly and knew his profession

Raul and the other gentlemen from Cyprus are awesome they came in with smiles on their faces and ready to work. They cleaned up after themselves and letting me know how to work the system and what to do and if I had any problem just call the number. Just before they got ready to leave they went over the instructions one more time. So I have the number and so far today is the first day we will see. thank you