Cyprus, Inc.

Mike was professional, knowledgeable, pleasant and careful not to damage any equipment and household items.

Mr. Orlando L with Cyprus Air installed the HVAC at my grandfathers house and did a wonderful job. He explained everything that was needed and how long the install she take. The price was reasonable and he made great recommendations for future services.

I just had another great experience with Cyprus Air servicing my gas fireplace. They are very careful to keep things clean and do a great job explaining the work being performed. I have an annual contract for their service which I recommend to anyone with a gas fireplace. You will like their friendly, professional employees.

Today Mike S arrived to perform the annual 24pt safety inspection and cleaning. Mike is very professional, taking the time to explain to me what he was doing and why. The cleaning he performed was the best since I have owned the fire place. Mike disassembled the entire system cleaned and reassembled correctly. (past technicians did not know how to correctly construct the "Campfire" system. When he was done the fireplace looked better than the day it was installed four years ago. I will insist with Cyprus Air that Mike is the only one who I will allow to work on my system in the fuyture.

Review: Today is July 7, 2014 the time is 10:00 AM Monday we bought a air-conditioning unit from Cyprus air heating and cooling in 2012 and we paid 4173 for it. It been two years since we had the unit and we have a 10 year warranty on parts and they will not honor it and I think it's unfair that we have to pay for any services after paying 4173 for the unit and the fan or blower went out in two years. That's not fair it's like if you buy a car brand-new and the transmission went out in two years. You shouldn't have to pay for anything. They should honor the warranty agreement.

And please consider I am disable only get paid once a month.

Also I have a sweating condition I really need my air.Desired Settlement: We have a ten-year warranty on parts and feel that we should not have to pay anything, and we have all repair slips and proof of warranty. We already paid $89 for them to come out and look at it, we would also like the money back. And we have proof of that.

Business

Response:

Dear [redacted], Thank you for allowing Cyprus Air the opportunity to respond to [redacted]'s complaint. As you know, Cyprus Air takes customer service very seriously. It is our goal to ensure that our customers are served quickly , efficiently and affordably. The customer purchased a new system from us in 2012. Although the Manufacturer 10 Year Parts Warranty is still valid, the Labor Warranty expired last year. Customer was responsible only for labor cost to install the new blower motor in the amount of $589.00. Our General Manager communicated with the customer and offered a discount of $339.00. The customer agreed to pay the remaining $250.00 and is now very happy. We consider this matter resolved. Thank you again, Christine G[redacted] Customer Service Manager Cyprus Air

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:Dear Revdex.com I will do what ever you tell me to. I feel that it is very unfair that my unit went out in two years after we had it and we took care of it. We changed the filter and there is a flushing unit on the system and we cleaned it too. There is nothing blocking the vents and they are clean. We did everything we were told to do, and we were told that it was not man era so I feel we should not have to pay anything. He pay them $89 just to come out and they didn't fix it so I had another company come out and we pay them $120 and they didn't fix it. And then cyprus call and came up with $250 we wanted air so we paid, but again I feel we shouldn't have had to pay. So to satisfy us we are asking for the 89 back the one 120 back and the 250 back as though this problem never happen because the air conditioning is running correctly. Please remember this is a brand-new unit being taken care off nothing should have blown on it. And if nothing went wrong with the system we would not have paid any money, that's why we are asking for our money back.

Technician Mike S provided us with great service during the annual checkup of our gas fireplace. He arrived on time, and remedied a potentially serious hazard. We were very satisfied.

called for service and repair on heating system and fireplace on Wednesday Oct 14th to schedule work repair. Scheduled appointment for Friday Oct 16th. Harry B arrived during time slot scheduled and did inspection of work and explained repairs required. After authorizing repairs he went right to work. After work was completed he explained work accomplished and reviewed operation of both systems and gave suggestions on maintenance of systems and when next service would be required within one year, He was courteous, friendly and very knowledgeable. He also maintained a neat work environment and cleaned area when he was finished. He outgoing manners was more than exceptional and beyond that expected from someone of his youth, I would highly recommend him and his company to others.

Service call to replace a defective part on my recently installed gas log fireplace insert. Derrick D. was curious, competent, and efficient. Overall, a very positive experience.

Levi C. was the ultimate professional. He is very knowledgeable. And explained everything clearly. He did an excellent job servicing my fireplace and getting it up and running. His customer service skills are exceptional and very refreshing to see.

Levi C replaced the thermostat/controller for by gas fireplace. He was on time and did a good job. Very happy with him.

Levi C. performed routine maintenance on my gas fireplace. He was on time, courteous, and efficient. It was raining outside and he was very careful not to track water and mud into the house. He gave me a full report once he was finished, including information about the unit and ways to ensure my family's safety.

Julian H. did an outstanding job servicing my gas fireplace. He even showed me how to light the pilot light if it goes out.
Courteous, organized and quick.

Javier G was very professional and helpful. After identifying the problem he took the time to explain what the problem was and what I could do to correct the issue if it should happen again.

Karman did an excellent job cleaning my gas fireplace and explaining to me what the problem was that was causing the soot accumulating inside the unit. I am very pleased with his service and would recommend him to anyone in need of a gas fireplace cleaning or maintenance.

Matt came and did a super job inspecting our furnace for the Fall inspection.
He was great and we hope he will be our assigned technician.

Cyprus, Inc. was very quick in providing me with a service representative. They were excellent in notifying me about arrival time. This was very important to me. Berry D., Service Representative, was very friendly, mannerly and professionally in finding my problem.

Mike S arrived before we arrived home & waited for us. He was courteous and efficient. In ~ an hour he inspected our HVAC system & cleaned our gas fire place. Well Done Mike!
Cyprus Air had failed to provide service during my scheduled morning appointment. They made good on it by sending Mike in the late afternoon.

Review: Sunday, 26-Jan-2014

Went to Cyprus Air showroom at [redacted] in [redacted] and looked at 3-gas log sets; a Campfire 1, Campfire 2 and Wildfire. I was very interested in the Campfire 1 set, but the salesman (Anthony) said for the size of my room, 12’ x 16’, cost difference and efficiency, I was better off with the Wildfire. He said the Wildfire was a 3-burner unit, had a remote flame igniter, came with a 15-year warranty and because I had an existing log set in the firebox, I would save $175 for not having to have a gas line installed and the price included the FFx county inspection. At the signing of the sales agreement, Anthony gave me the email address of the person who would spec the size of log set, so I had to go home and take several firebox measurements and send them to [redacted]. It was at this time that I noticed on the sales agreement that the gas log set did not have a 15 year warranty, it was only the ceramic logs that had the 15-year warranty.

Friday, 31-Jan-2014

The technician who arrived to do the installation, removed the existing log set and brought in the purchased log set. During the install, he said the gas line had too much pressure so he reduced the size of the line coming through the firebox to the set. Then he said the flue needed cleaning, even though I had the flue cleaned several years ago and never use the fireplace. Since I figured he should know, I went ahead with him scheduling a flue cleaning for the next day, Saturday 2-1-2014. After he lit the gas logs, I inquired about the burner as the log set I purchased was to have three and he said the one he installed only had one.

Saturday, 1-FEB-2014

The 2-chimney sweeps who arrived, turned out the pilot light to the log set prior to putting the drop cloth over the logs to clean flue. They put the long-handled brushes up the flue, but did not get any soot or anything else out of it and they did not understand why the technician from the day before said it needed cleaning. After removing the drop cloth, they tried to relight pilot light and could not. One of them said at this time, they thought the was too big for the size of the firebox. They then called the office to figure out why the pilot light would not light, but the Service Mgr [redacted], said they could not get a technician out to check out the pilot light until Monday, 3-Feb. I told them I had already taken a day off work for the install and would need to take another day off for the inspection, and if they could not get a technician out today, that they could take the gas log set back and refund me my money. I told [redacted] I did not pay $3000 plus to wait to use the product and if I had to take more time off work to convenience them and me be inconvenienced because of their faulty product and service, they would be paying me for the time off. I reiterated that the next visit by them would be to remove the set and refund my money and [redacted] said he would send a tech out the following Saturday.

Saturday, 8-FEB-2014

Tech showed up and said he was here to service the gas log set and I said, no, you are here to remove it. He said his orders were to service it, and I said, NO…the conversation I had with [redacted] last Saturday was to remove it and to refund my money. He said he could not remove it, so he called his office and [redacted] said only the General Manager could authorize goods to be “returned- to- stock and that I was to have called her last Monday, 3-FEB if I wanted it removed and my money refunded. Had [redacted] told me that when I spoke with him on 1-FEB, I would have called the General Manager and not waited for yet another week to pass. The techician left.

Monday, 10-FEB-2014

I contacted the General Manager and explained the problems I was having with the product and service. Because she suspected the log set to be too big for the fire box size, she asked me to send her photos (she gave me her personal phone #) when I got home. When I got home, I took several photos, but attaching the photos to the text message did not go through, so I sent her a text and asked for her email, so I could try sending the photos as an email attachment. The email and photo sent through, but I did not hear back from her.

Tuesday, 11-FEB-2014

I was at work in my office and I was just getting ready to call the General Manager from my personal cell phone when my office phone rang and recognized the number on the caller ID as Cyprus Air. When I answered, the caller said she was calling to schedule the [redacted] County inspector to inspect the gas log installation. It was at this time that I inquired how I could I have inspection when the set was not up and running? I requested to talk to General Manager, and I was told she was on an installation…so I called her on her cell phone.

When I go the General Manager on her cell phone, she said she was waiting for me to send the photo and I said, I sent it last night and at this time she said, she did not check her emails. More time wasted and now I am taking time away from my employer because Cyprus Air has no idea what they are doing to their customers. She finally looked at the photo and my sales info and also the size of the firebox dimensions I sent to [redacted] and she came back say that they had in fact installed the wrong set, it was a 1-burner, not a 3-burner. She also said they should have installed an 18” log set, not a 24” based on the dimensions I sent, but the smaller set was $500 more than the 24” set, as the 18” is a custom set. I was offered the smaller set at the original set cost, but because of the less than mediocre service they had provided and because of the “lousy experience” I had dealing with Cyprus Air, I did not want any future encounters with their products or service providers. All I wanted was their non-functional gas log set removed from my firebox and my money refunded. The General Manager said she could refund the cost of the gas log set, but not the chimney sweep cost. I said $299 was a price I would absorb, knowing that I did not have to deal with them anymore. The General Manager said a technician would be out on Saturday to remove the log set and that my credit card would show a credit by Tuesday, 18-FEB-2014.

Saturday, 15-FEB-2014

The service technician arrived about 0830 hours to remove the log set. When the set was removed, I was given the paperwork that explained the refund. When the gas log set was removed, I asked the technician if he was going to “dead-end” the gas line coming into the fire box and he said no, that was my problem. If I am not mistaken, that is a code violation, so now I have to two choices, hire a licensed plumber to dead-end the gas line or install a lockout / tagout device on the shut-off valve outside the firebox to prevent inadvertent opening of the valve or do both the dead-end and LOTO. Now I will have additional cost that Cyprus Air should be liable for, as an open gas line coming into a house is not different that an electric wire hanging loose and the only control of it is in the panel box….this is totally unacceptable, unsafe and extremely dangerous! As of Monday, 17-FEB-2014, I was still not credited $3141.50, the credit did not post until Saturday, 22-FEB-2014.Desired Settlement: Cyprus Air should be liable for dead-ending the gas line coming into my home. Upon removing their defective product, they should have returned my firebox to the previous "safe condition" prior to the installation of their product that was not what I ordered, was the wrong size, had a chimney cleaning that was not needed.

Business

Response:

Dear Sir,

Regarding Case ID# [redacted],

Cyprus Air takes customer service very seriously. Our installation Manager spoke with the customer and scheduled a return visit with a Site Inspector for 6 March, 2014 to inspect gas termination.

Customer is happy and we consider this matter resolved.

(See attached letter).

Respectfully,

Customer Service Manager

Cyprus Air

The technician's with Cyrus Air have all been very good. Personable and knowledgeable. Ed M who just came today to service the fireplace had a great sense of humor and was thorough and careful. When he learned I had company coming, he speeded up the process to accommodate me. Good experience al around.

Kamran K provide service maintenance to our gas log system. He was very professional. He was in and out of the house in a short amount of time. He explained what he did and what additional items that should be addressed.