[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The letter is full of lies and over -indulgence.Once again the company failed us over this past weekendThey promised to come and fulfill their service contract for free, the appointment was between 8-12, they did not show up and did not callInstead they called at 2pm, hours late after we had already left for other things we had to do, stated "oh so you dont need us anymore".I have filled their letter with red textPlease see attached.I have decided not to ever use their services Regards, [redacted] ***
I would like to commend your technician Kamran KHe was efficient, knowledgeable, and took great pains to make sure I was a happy customerHe did an above and beyond job, left the fireplace in much better shape than he found itPlease make sure he gets kudos for a job well doneHe is an asset to your company
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] As you know, Cyprus Air takes customer service very seriouslyNo, it is apparent that Cyprus Air does not take customer service serious at all!! Regarding the delay in payment of the $rebate from the purchase of the new system: Cyprus Air apologized to the Customer, however, due to an error on the original paperwork (The error that Cyprus Air is talking about is forgetting to submit the original paperwork, then trying to tell me that I did not turn in the paperworkWhen I pointed out that I had a copy of my original document, signed by the sales person, the story changed.), [redacted] refused to refund the amount in full since the paperwork was already processed Cyprus Air contacted BG&E on behalf of the Customer and was willing to re-submit new paperwork but [redacted] refused Cyprus Air wrote the customer a check for the remaining $ Customer has received her rebate in full and this matter is resolved(This part is true, after a total of phone calls, all initiated by me)!I have a detailed log of every call, date, time and name of every person I have spoke withRegarding the missed “yearly inspection”: When the Customer called regarding the rebate, our staff spoke to her about scheduling a yearly maintenance visit, however, the Customer refused to schedule her yearly visit until she received her rebate in full, stating that our delay in processing her rebate was a direct reflection on the customer service standards of the company and she could not trust a company to perform work in her home if we could not refund her money Instead of trying to twist this entire ugly situation around and make the customer out to be a villan, let’s take a look at how this really played out.As a proud homeowner, why would I want a unreliable company in my home again, that already owes me money, before this situation has been resolved?I had already offered as a solution to the “customer service manager” to the issue of the missing rebate, to have the spring maintenance at no charge, I was told NO!!At that time, I then said, lets resolve this matter first and then deal with the spring cleaningI wanted to make sure that I could trust the companyI had also seen at this time the multiple complaints this company has managed to compile against themselves, which I can understand now We explained that [redacted] was the reason for the delay but Customer was adamant Our office staff called numerous times to schedule the required annual maintenance visit, however, the Customer refused service After receiving her rebate in full, Customer called to schedule her annual visit The technician was unable to get to her that day due to an emergency call (THIS IS A LIE!! If this was true, a courtesy call should have been placed to the customer to let me know and reschedule the appointment for another day!!!! and the appointment was moved to the following business day but when the technician called, Customer refused service again asking why we had not shown up for the original appointment The Customer’s original Manufacturer’s Warranty is as follows: WARRANTY: YRS HEAT EXCHANGER, YRS COMPRESSOR, YRS PARTS, YRS COILS & YEAR LABOR, however, the Customer was offered a Presidential Plan Maintenance Agreement contract at the time of installation for Spring visits only The cost for this Presidential Plan Maintenance Agreement is $per year to be billed each year at the time the Spring Maintenance is performed Upon signing the maintenance agreement, this would have increased Customer’s coverage to the following: YEARS ON COMPRESSOR, YEARS PARTS, YEARS COILS AND YEAR LABOR (The labor warranty expired on 6/19/14) but the terms remain the same for everything else—(time frame starts at date of installation) To date, Cyprus Air has not received a signed Maintenance Agreement Contract from the Customer Normally, this would have to be filled out at the time of installation in order to be enrolled Cyprus Air has agreed to extend this offer to the Customer again (albeit a year later) We have also agreed to waive this year’s fee The Customer requested a service appointment this Saturday, July We are sending a technician to the Customer’s house before noon this Saturday with a copy of the Presidential Maintenance Contract for her to signVOILA!! Once again, no call, no show!! The appointment was scheduled for 8-noonWe are busy professionals, and we took the time to stay for the appointment, yet again, Cyprus Air proved how little their customers mean to them, by not showing up on time, and not calling to let us know that they would be late.Instead, at pm, hours late a person calls and stated that “I'm in route to your house now”At this time we had already left for another appointment.This is unacceptable behavior.We will not be using Cyprus Air for any service or maintenanceIf anything goes wrong with our system.I will be writing reviews for this company anywhere allowable Customer has accepted our offer and is very happy with this solutionCERTAINLY NOT!!!!! We consider this matter resolved
I bought my gas fireplace a couple of years ago from Cyprus Air and the service techs that have come to my home to service my fireplace have been knowledgeable and so helpful with any information that I have asked them for Thank you Cyprus Air for making my winters wonderful C [redacted]
July, TO: ** [redacted] Chalet Court Millersville, MD Dear [redacted] ***, I am very sorry to hear about your recent experience with Cyprus AirI understand that there have been several incidents of miscommunication, missed appointments and other issues that have caused you to lose faith in our company and our staffOn behalf of Cyprus Air, I would like to sincerely apologize for any and all inconveniences you have experiencedChristine scheduled a return visit for Saturday, July 26th with specific instructions informing the staff that the appointment must be in the morningNeither of us were in the office last Saturday morning and we have since been informed that the Service Technician did not arrive on timeWhen [redacted] called you at 2:p.mto inform you that the Service Technician was on the way, I understand why you cancelled the appointment No one notified you that the Service Technician was running late due to two emergency calls and another technician being out sickYou are right, that is completely unacceptable service and I would be just as upset as you are given all you have been throughWe take full responsibility for thisPlease understand that your experience with our company is not typical and we are very sorry for any inconvenience we have caused you Cyprus Air would like the opportunity to make things rightPlease let me know how we can make that happenYour satisfaction and your happiness are very important to usPlease contact me at your earliest convenience and let us know what we can do to make you happy Respectfully, Indira A [redacted] General Manager Cyprus Air ###-###-#### [redacted]
The tech conducted himself in a very professional mannerVery politeHe explained what was performed on our unit and made sure I saw that everything was in working orderVery efficient, prompt, and professional
Javier has done our fall inspection the past two yearsHe is gets the job done in a timely manner and is neat about the work areaHe is informative and helpful explaining the fireplace and system
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
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 itWe changed the filter and there is a flushing unit on the system and we cleaned it tooThere 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 anythingHe pay them $just to come out and they didn't fix it so I had another company come out and we pay them $and they didn't fix itAnd then cyprus call and came up with $we wanted air so we paid, but again I feel we shouldn't have had to paySo to satisfy us we are asking for the back the one back and the back as though this problem never happen because the air conditioning is running correctlyPlease remember this is a brand-new unit being taken care off nothing should have blown on itAnd if nothing went wrong with the system we would not have paid any money, that's why we are asking for our money back.PS: The other company name is *** *** *** *** the name is *** *** *** His number ###-###-#### we paid him $
*** ***
Hello *** ***I apologize for the in-connivance I have called you times and left a voice mailI have issued you a refund for $245, however I would still like to
speak with you about the concern you have had.If you can please give me a call back at your earliest convenience.Thank you for your feedback,Indira G***@indoorcomfort.com###-###-#### Office
We had our gas fireplace sets (upstairs and downstairs) serviced today by Mike S He did a very thorough and careful job on both, making sure the whole gas set was very clean and working, then he cleaned each log and arranged them perfectly He was really good at explaining each step he took The results are great - and both gas fireplaces are like showcases!
We want Mike to come back next year and do this again!
Hal
Sahdula Awith Cyprus Air was very timely in arriving, courteous, and efficientHe cleaned our gas fireplace and replaced the rocks and fiber that burns He showed me some rust and recommended replacing the elements However, I chose to wait until we have a problem He then tried to sell me an attachment for our furnace to make the air quality betterHe was a very good technician and kept everything clean However, I did not want to be asked to buy things at my annual maintenance appointment
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 systemBased 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
[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.]
Revdex.com:
What the business failed to understand is this My complaint was about the "service" we received [or actually did not receive] The refund of $is fine, but it does not assuage the frustration we experienced in trying to remedy this situation However, no further action is required.
Regards,
*** ***
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 upWe had a visit from a serviceman, Ken L., and he exceeded our expectation!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The letter is full of lies and over -indulgence.Once again the company failed us over this past weekendThey promised to come and fulfill their service contract for free, the appointment was between 8-12, they did not show up and did not callInstead they called at 2pm, hours late after we had already left for other things we had to do, stated "oh so you dont need us anymore".I have filled their letter with red textPlease see attached.I have decided not to ever use their services Regards, [redacted] ***
clean servicevery nice an very good service
I would like to commend your technician Kamran KHe was efficient, knowledgeable, and took great pains to make sure I was a happy customerHe did an above and beyond job, left the fireplace in much better shape than he found itPlease make sure he gets kudos for a job well doneHe is an asset to your company
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] As you know, Cyprus Air takes customer service very seriouslyNo, it is apparent that Cyprus Air does not take customer service serious at all!! Regarding the delay in payment of the $rebate from the purchase of the new system: Cyprus Air apologized to the Customer, however, due to an error on the original paperwork (The error that Cyprus Air is talking about is forgetting to submit the original paperwork, then trying to tell me that I did not turn in the paperworkWhen I pointed out that I had a copy of my original document, signed by the sales person, the story changed.), [redacted] refused to refund the amount in full since the paperwork was already processed Cyprus Air contacted BG&E on behalf of the Customer and was willing to re-submit new paperwork but [redacted] refused Cyprus Air wrote the customer a check for the remaining $ Customer has received her rebate in full and this matter is resolved(This part is true, after a total of phone calls, all initiated by me)!I have a detailed log of every call, date, time and name of every person I have spoke withRegarding the missed “yearly inspection”: When the Customer called regarding the rebate, our staff spoke to her about scheduling a yearly maintenance visit, however, the Customer refused to schedule her yearly visit until she received her rebate in full, stating that our delay in processing her rebate was a direct reflection on the customer service standards of the company and she could not trust a company to perform work in her home if we could not refund her money Instead of trying to twist this entire ugly situation around and make the customer out to be a villan, let’s take a look at how this really played out.As a proud homeowner, why would I want a unreliable company in my home again, that already owes me money, before this situation has been resolved?I had already offered as a solution to the “customer service manager” to the issue of the missing rebate, to have the spring maintenance at no charge, I was told NO!!At that time, I then said, lets resolve this matter first and then deal with the spring cleaningI wanted to make sure that I could trust the companyI had also seen at this time the multiple complaints this company has managed to compile against themselves, which I can understand now We explained that [redacted] was the reason for the delay but Customer was adamant Our office staff called numerous times to schedule the required annual maintenance visit, however, the Customer refused service After receiving her rebate in full, Customer called to schedule her annual visit The technician was unable to get to her that day due to an emergency call (THIS IS A LIE!! If this was true, a courtesy call should have been placed to the customer to let me know and reschedule the appointment for another day!!!! and the appointment was moved to the following business day but when the technician called, Customer refused service again asking why we had not shown up for the original appointment The Customer’s original Manufacturer’s Warranty is as follows: WARRANTY: YRS HEAT EXCHANGER, YRS COMPRESSOR, YRS PARTS, YRS COILS & YEAR LABOR, however, the Customer was offered a Presidential Plan Maintenance Agreement contract at the time of installation for Spring visits only The cost for this Presidential Plan Maintenance Agreement is $per year to be billed each year at the time the Spring Maintenance is performed Upon signing the maintenance agreement, this would have increased Customer’s coverage to the following: YEARS ON COMPRESSOR, YEARS PARTS, YEARS COILS AND YEAR LABOR (The labor warranty expired on 6/19/14) but the terms remain the same for everything else—(time frame starts at date of installation) To date, Cyprus Air has not received a signed Maintenance Agreement Contract from the Customer Normally, this would have to be filled out at the time of installation in order to be enrolled Cyprus Air has agreed to extend this offer to the Customer again (albeit a year later) We have also agreed to waive this year’s fee The Customer requested a service appointment this Saturday, July We are sending a technician to the Customer’s house before noon this Saturday with a copy of the Presidential Maintenance Contract for her to signVOILA!! Once again, no call, no show!! The appointment was scheduled for 8-noonWe are busy professionals, and we took the time to stay for the appointment, yet again, Cyprus Air proved how little their customers mean to them, by not showing up on time, and not calling to let us know that they would be late.Instead, at pm, hours late a person calls and stated that “I'm in route to your house now”At this time we had already left for another appointment.This is unacceptable behavior.We will not be using Cyprus Air for any service or maintenanceIf anything goes wrong with our system.I will be writing reviews for this company anywhere allowable Customer has accepted our offer and is very happy with this solutionCERTAINLY NOT!!!!! We consider this matter resolved
I bought my gas fireplace a couple of years ago from Cyprus Air and the service techs that have come to my home to service my fireplace have been knowledgeable and so helpful with any information that I have asked them for Thank you Cyprus Air for making my winters wonderful C [redacted]
July, TO: ** [redacted] Chalet Court Millersville, MD Dear [redacted] ***, I am very sorry to hear about your recent experience with Cyprus AirI understand that there have been several incidents of miscommunication, missed appointments and other issues that have caused you to lose faith in our company and our staffOn behalf of Cyprus Air, I would like to sincerely apologize for any and all inconveniences you have experiencedChristine scheduled a return visit for Saturday, July 26th with specific instructions informing the staff that the appointment must be in the morningNeither of us were in the office last Saturday morning and we have since been informed that the Service Technician did not arrive on timeWhen [redacted] called you at 2:p.mto inform you that the Service Technician was on the way, I understand why you cancelled the appointment No one notified you that the Service Technician was running late due to two emergency calls and another technician being out sickYou are right, that is completely unacceptable service and I would be just as upset as you are given all you have been throughWe take full responsibility for thisPlease understand that your experience with our company is not typical and we are very sorry for any inconvenience we have caused you Cyprus Air would like the opportunity to make things rightPlease let me know how we can make that happenYour satisfaction and your happiness are very important to usPlease contact me at your earliest convenience and let us know what we can do to make you happy Respectfully, Indira A [redacted] General Manager Cyprus Air ###-###-#### [redacted]
The tech conducted himself in a very professional mannerVery politeHe explained what was performed on our unit and made sure I saw that everything was in working orderVery efficient, prompt, and professional
Javier has done our fall inspection the past two yearsHe is gets the job done in a timely manner and is neat about the work areaHe is informative and helpful explaining the fireplace and system
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
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 itWe changed the filter and there is a flushing unit on the system and we cleaned it tooThere 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 anythingHe pay them $just to come out and they didn't fix it so I had another company come out and we pay them $and they didn't fix itAnd then cyprus call and came up with $we wanted air so we paid, but again I feel we shouldn't have had to paySo to satisfy us we are asking for the back the one back and the back as though this problem never happen because the air conditioning is running correctlyPlease remember this is a brand-new unit being taken care off nothing should have blown on itAnd if nothing went wrong with the system we would not have paid any money, that's why we are asking for our money back.PS: The other company name is *** *** *** *** the name is *** *** *** His number ###-###-#### we paid him $
*** ***
Hello *** ***I apologize for the in-connivance I have called you times and left a voice mailI have issued you a refund for $245, however I would still like to
speak with you about the concern you have had.If you can please give me a call back at your earliest convenience.Thank you for your feedback,Indira G***@indoorcomfort.com###-###-#### Office
We had our gas fireplace sets (upstairs and downstairs) serviced today by Mike S He did a very thorough and careful job on both, making sure the whole gas set was very clean and working, then he cleaned each log and arranged them perfectly He was really good at explaining each step he took The results are great - and both gas fireplaces are like showcases!
We want Mike to come back next year and do this again!
Hal
I'm pleased with the service.(
Sahdula Awith Cyprus Air was very timely in arriving, courteous, and efficientHe cleaned our gas fireplace and replaced the rocks and fiber that burns He showed me some rust and recommended replacing the elements However, I chose to wait until we have a problem He then tried to sell me an attachment for our furnace to make the air quality betterHe was a very good technician and kept everything clean However, I did not want to be asked to buy things at my annual maintenance appointment
Great serviceJulian did a wonderful jobWould like him to be the one from Cypress to service the fireplace next year
Excellent service, very professional, explained process in detail
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 systemBased 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
[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.]
Revdex.com:
What the business failed to understand is this My complaint was about the "service" we received [or actually did not receive] The refund of $is fine, but it does not assuage the frustration we experienced in trying to remedy this situation However, no further action is required.
Regards,
*** ***
Julian Hdid an outstanding job servicing my gas fireplaceHe even showed me how to light the pilot light if it goes outCourteous, organized and quick
very friendly and knew his profession
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 upWe had a visit from a serviceman, Ken L., and he exceeded our expectation!