TO: **. [redacted]
8236 Chalet Court
Millersville, MD 21108
Dear [redacted],
I am very sorry to hear about your recent experience with Cyprus Air. I 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 staff. On behalf of Cyprus Air, I would like to sincerely apologize for any and all inconveniences you have experienced. Christine scheduled a return visit for Saturday, July 26th with specific instructions informing the staff that the appointment must be in the morning. Neither of us were in the office last Saturday morning and we have since been informed that the Service Technician did not arrive on time. When [redacted] called you at 2:03 p.m. to 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 sick. You are right, that is completely unacceptable service and I would be just as upset as you are given all you have been through. We take full responsibility for this. Please 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 right. Please let me know how we can make that happen. Your satisfaction and your happiness are very important to us. Please 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]
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
Hello [redacted],I did receive your letter along with the check for $1764 I will honer that and waive the $840 for the gas line.I also did contact you and left a voice mail for you please contact me back should you have any questions or concerns.Thank you,Indira...
[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]
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 weekend. They promised to come and fulfill their service contract for free, the appointment was between 8-12, they did not show up and did not call. Instead they called at 2pm, 2 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 text. Please see attached.I have decided not to ever use their services.
Regards,
[redacted]
The installers were always late arriving at the end of the appointment period and then taking 3 1/2 hours and 1 hour to complete the job.
This is the fault of the schedulers and not the installers.
The installers did a very good job working efficiently, neatly and wit a quiet and pleasant demeanor.
Javier has done our fall inspection the past two years. He is gets the job done in a
timely manner and is neat about the work area. He is informative and helpful explaining
the fireplace and system.
Cypress did an excellent job with pre-installation (onsite), including the best unit for our home and financing. Installation went off without a hitch and the AC works beautifully.
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.
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.
Derrick D. (Installer) and Eugene S. (CSR) make a good team. Both are professional and courteous Notification of anticipated time of arrival was given prior to the visit. Arrival time was adhered to and the job was completed in a timely manner.
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.
Our compressor died in our home we did not have any ac it was 94 degrees outside they came out replaced it the same day great company I will defiantly recommended them to my family friends
31 July, 2014
TO: **. [redacted]
8236 Chalet Court
Millersville, MD 21108
Dear [redacted],
I am very sorry to hear about your recent experience with Cyprus Air. I 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 staff. On behalf of Cyprus Air, I would like to sincerely apologize for any and all inconveniences you have experienced. Christine scheduled a return visit for Saturday, July 26th with specific instructions informing the staff that the appointment must be in the morning. Neither of us were in the office last Saturday morning and we have since been informed that the Service Technician did not arrive on time. When [redacted] called you at 2:03 p.m. to 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 sick. You are right, that is completely unacceptable service and I would be just as upset as you are given all you have been through. We take full responsibility for this. Please 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 right. Please let me know how we can make that happen. Your satisfaction and your happiness are very important to us. Please 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]
very friendly and knew his profession
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
Installer William and his partner were knowledgeable, efficient and parient.
Hello [redacted],I did receive your letter along with the check for $1764 I will honer that and waive the $840 for the gas line.I also did contact you and left a voice mail for you please contact me back should you have any questions or concerns.Thank you,Indira...
G[redacted]
[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]
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 weekend. They promised to come and fulfill their service contract for free, the appointment was between 8-12, they did not show up and did not call. Instead they called at 2pm, 2 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 text. Please see attached.I have decided not to ever use their services.
Regards,
[redacted]
clean servicevery nice an
very good service
The installers were always late arriving at the end of the appointment period and then taking 3 1/2 hours and 1 hour to complete the job.
This is the fault of the schedulers and not the installers.
The installers did a very good job working efficiently, neatly and wit a quiet and pleasant demeanor.
Levi C replaced the thermostat/controller for by gas fireplace. He was on time and did a good job. Very happy with him.
[redacted],It was my pleasure speaking with you. Should you have any further questions or concerns please feel free to contact me.Thank you,Indira...
G[redacted]General Manager
Javier has done our fall inspection the past two years. He is gets the job done in a
timely manner and is neat about the work area. He is informative and helpful explaining
the fireplace and system.
Cypress did an excellent job with pre-installation (onsite), including the best unit for our home and financing. Installation went off without a hitch and the AC works beautifully.
M.J. seemed very new, but very willing to please. Once he figured out the differences with my unit, he was able to complete the job quickly.
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.
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.
Derrick D. (Installer) and Eugene S. (CSR) make a good team. Both are professional and courteous Notification of anticipated time of arrival was given prior to the visit. Arrival time was adhered to and the job was completed in a timely manner.
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.
Julian performed a great annual service on my fireplace. Courteous and knowledgeable. Prompt and polite.
Our compressor died in our home we did not have any ac it was 94 degrees outside they came out replaced it the same day great company I will defiantly recommended them to my family friends
CJ the technician was very professional in doing his work. He was knowledgable about the work and got the job done quickly.