Cyprus, Inc.

Derrick was prompt, courteous, efficient, and professional.

Review: I ordered a gas fireplace installation through Cyprus on 8 November 2014 after seeing an advertisement in the [redacted]s for 40% of gas logs and free remote control. We purchased the unit and intallation, had a technician survey our site, and scheduled installation for 4 December 2014 between 0800-1100 (I was told by the customer service representative that they do not offer after work hour or weekend appointments). I am active duty military and requested the day for leave nearly two weeks in advance with my chain of command. When I called ###-###-#### (the main office number listed on the service contract) at 1115, I was told that they had moved the appointment to a window of 1100-1500 on 4 December. However, I never received a phone call for this change (they would later claim that they called my work number at 1800 on 3 December - I leave at 1630). When the technician failed to show by 1500, my wife called the same phone number and spoke to Ray who told her that the technician would be there soon. My wife then said that the technician was outside and he was not coming to the door because of the dogs in the yard (even though I had been told when I called that I would receive a courtesy call 30 minutes prior to the technician arriving). I spoke to the technician who told me that it was my fault for not receving the call (I'm sure my phone records can prove the lack of a call) and that they have no control over how their schedules are dictated. He did not provide an apology. I refused service and told them that I would call the Cyprus Air office again to discuss a refund. When I called the office again stating what had happened, my wife and I spoke with Ray who stated that they will only offer an 80% refund as they will keep 20% for the permit fees for Prince George's County (permits are not that expensive). He then offered to take $200 off of the purchase price in order for them to complete the work at another date/time. I also declined this and said that after the unprofessionalism, discourtesy, and waste of my leave day, I would rather receive a full refund. Ray said that this was not possible and that he would have to pass us on to accounting who would make that decision for him. Contact from the Cyprus Air accounting personnel has not happened as of yet.Desired Settlement: We are requesting a full refund of all monies paid to the company.

Business

Response:

From: [redacted] <[redacted].com>Date: Wed, Jan 21, 2015 at 2:39 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Cc: [redacted] <[redacted].com>Mr. [redacted] I believe there is some misunderstanding in reference to Mr. [redacted]. We have completed his install as of 12/20/2014, pressure test for gas line with WSSC passed on 12/24/2014. We have also setup Mr. [redacted] final inspection is setup for 2/3/2015 the reason for the late date is per customer request.If there is anything else that you may need please let me know. Best Regards,[redacted]General Manager [redacted]Alexandria, VA 22306###-###-#### Office###-###-#### Direct line###-###-#### Cell###-###-#### Fax

Cyprus customer service made feel I was in capable hands from my initial call to followup. Their installers were prompt and very efficient in the installation of my systems.

Kamran was the Cyprus Air technician who completed my annual fireplace maintenance earlier this week. I found him to be thoroughly professional in appearance and demeanor, and very personable. He did a thorough inspection of my gas fireplace unit, to include an electrical inspection and thorough cleaning. I was very pleased with him and the service he performed.

Javier was very helpful and pleasant. He clearly explained what he was doing and he worked efficiently and quietly. I received reminder calls both the day before and shortly before Javier's arrival.
I cancelled my annual maintenance agreement only as a cost saver because we never use one of our fireplaces and seldom use the other. Our cancellation is not a reflection on the quality of service or of their employees. But their charge rates seem inordinately high and serve as a deterrent.

This was by far the most thorough service I have received from any company. The technician was professional, knowledgeable, and courteous. I would highly recommend him.

I had my first fireplace cleaning today. The technician was Levi C. He did a fine job, and I think he really cared about me as a Cyprus Air customer. As I watched him work, I saw how important it is to have my fireplace regularly cleaned, as the soot buildup was significant.

Derrick D. performed routine annual maintenance on my gas log fireplace. He was prompt, knowledgeable, courteous and efficient. It was a pleasure getting to know him and observe him work.

We have used Cyprus Air for years, and our experience with them continues to be the best. Their service employees are outstanding, thorough, and quick to clean up.
We had a visit from a serviceman, Ken L., and he exceeded our expectation!

Excellent service! Fast and efficient.

Sahdula phoned prior to arrival, arrived early, as promised, and worked efficiently. He checked every aspect of our gas fireplace system, asked about safety features including a carbon monoxide detector, and made comments and suggestions about other future improvements. He was courteous and careful, leaving the fireplace clean, working perfectly, and without any trace of dust or debris on tyhe rug infron of the fireplace. In short, he did an exemplary job and we will be happy to have him service the gas fireplace again next year.

Service provided was professional. Technician explained all aspects of the service and suggestions/recommendation.

I had a great experience with Levi! He is professional, respectful of his surroundings, and worked with great care. He did a great job and worked efficiently! Give this guy a raise. He's simply the best.

Cyprus technician who came today was very helpful and organized. I have the maintenance contract--so service was free. This experience was much better than previous ones.

I was very pleased with the service I received on 10/15/15 from Cyprus Air's Technician Derrick D. He arrived on time, was very efficient and considerate. Cyprus Air is fortunate to have him as an employee. He is a fine representative of that company.

C. J. was uncommonly courteous and friendly on both of his trips. He was efficient and kept us informed about what he was doing. He waited with us until he was sure that his job was successfully done. I would rate him at five stars only because I was informed that there could be six.