Complaints

This profile includes complaints for Cyprus Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cyprus Air

  7525 Richmond Hwy Alexandria, VA 22306-2330

• 

  Cyprus Air

  2843 Rogers Dr Falls Church, VA 22042-1423

• 

  Cyprus Air

  802 Rockville Pike Rockville, MD 20852-1224

• 

  Cyprus Air

  7319 Lockport Pl Lorton, VA 22079-1522

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply disappointed by the complete lack of competence and customer care demonstrated by Cyprus Heating and Air. I paid $8265 in full on March 06, 2023, for a new HVAC system, but it has proven to be defective, and failing to cool my home. In early July, as temperatures rose, I noticed that the unit wasn't cooling at all. I reported the issue to Cyprus Air on July 9, 2023, and after multiple technician visits, they confirmed the unit's fault. However, my attempts to find a resolution have been met with a frustrating cycle of different excuses every time I reach out, without receiving a clear plan for replacing the faulty unit. It has now been 40 distressing days without air conditioning, during which my attempts to reach them via calls, emails, and even an in-person meeting with one of their supervisors have been met with excuses and unfulfilled promises. This utter disregard and absence of accountability are absolutely unacceptable. I urgently request a detailed, written plan with a clear timeline for replacing the faulty unit. Failing a swift response, I insist on a full refund of the $8265 I paid in full for selling me a defective AC unit. This experience has been nothing short of a nightmare, and I urge the Better Business Bureau to take swift action to rectify this situation and hold Cyprus Heating and Air accountable for their reprehensible actions.

  Business Response

  Date: 09/08/2023

  Hi,

  We are going to the customers house beginning of next week and have ordered the necessary parts. The install manager **** had been away but will be back and call on Monday to follow up and ensure we are still on track to make the necessary repairs as soon as possible. 

  Business Response

  Date: 09/11/2023

  We went to customer's home 9/11 to address issues the unit needs to be flushed and re-installed.  Sending the original installers back to re install and flush the unit.  If this does not work we will look into replacing the unit with a brand new one to take care of the customer which is our number 1 priority.  I have reached out to customer and went over this with him and he is fine with this resolution.  

  Customer Answer

  Date: 09/12/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ******************* <***************************************>
  Date: Tue, Sep 12, 2023 at 2:21 PM
  Subject: Urgent: Continuing Issues with HVAC Unit
  To: <************@mybbb.org>, ****** ******* <******@indoorcomfort.com>
  
  Hello *****,
  
  This is ****. We spoke yesterday over the phone regarding my BBB dispute. Today, the technician came by and spent four hours working on the system. Before leaving, he assured me that everything was fixed and good to go. However, just ten minutes after they left, the system completely shut down. This has been an exhausting experience for both me and my family. They can't seem to pinpoint the problem, and this issue has persisted since the installation. As you mentioned yesterday, please proceed with the process of replacing the unit, and I would really appreciate that. Thanks.
  
  *****************************
  **********
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/19/2023

  Despite assurances from Cyprus Heating and Air, my HVAC system continues to malfunction, even after their technician's visit. It randomly shuts down, causing significant inconvenience, and I've documented these ongoing issues with photographs and videos. Furthermore, it has been impossible to reach their BBB representative as their phone is consistently off, and their voicemail remains perpetually full. Given the ongoing issues since installation, I demand the promised replacement of the entire system. Thanks.
  
  
  

  Business Response

  Date: 09/20/2023

  Hello,

  After speaking with ************************ we are going to closely monitor the situation.  The weather currently will not allow us to test the unit the way we need to in order to diagnose the issue.  The customer feels we should wait until its really hot outside in order to test the issues the system is having with the Air Conditioner.  We will book an appt for the spring when the weather picks up to look at the unit.  Until then if the system fails , the customer contact us and we will get to the home within 48 hours.  We will also extend his Labor warranty 1 year because of the issues the customer has had to deal with trying to get the unit properly diagnosed.  The customer has my direct number to contact me if there are any issues. 

  Thanks

  Customer Answer

  Date: 09/29/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gas fireplace from Cyprus Air that was installed at my home in the past year.The fireplace unit is not working properly -- while the pilot light is lit, the remote and the internal unit is not lighting the entire fireplace as it should.I called Cyprus to have them address the problem. Cyprus Air confirmed that my unit is under warranty, but still wants to charge at $464 "service fee" to have someone come out to fix the problem. Unacceptable and defeats the entire point of having a warranty.

  Business Response

  Date: 08/22/2023

  To Whom It May Concern,
  
  A fee is required for our technician to be dispatched regardless if the unit is still under manufacturer warranty. 
  
  For Cyprus Air to go and diagnose the system we need the diagnostic fee of $464 or $230 with enrollment into our yearly maintenance plan for $22/month. 
  
  Our maintenance customers get discounts and a visit each year. 
  
  Thank you,
  
  Cyprus Air

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2023, over $3000 was paid to Cypress Air. The work order was cancelled in the time allotted for a cancellation and no work was done. TO this date, 7/7/23, I have not received my refund. **************** has also been trying to get a response from Cypress Air to no avail.

  Business Response

  Date: 08/03/2023

  To Whom It May Concern,
  
  The customer purchased a system from us on 4/13/23. The install scheduled for later that month 4/27/23.

  The customer requested cancellation on 4/19/23.  Accounting confirmed cancellation and allowed the chargeback to go through and verified the funds were removed as of 6/23/23. 

  We went above and beyond by waiving the restock fee that the customer had to pay at the time of cancellation which took place over a week after the sale. 

  Thank you,

  Cyprus Air 

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new furnace/AC unit in June 2022 for $9k. Unfortunately the A/C did not operate in June 2023. After 4 weeks of waiting for a replacement part, we were provided with an install date of 7/25. This date was delayed to 7/26 (9am-1pm) because the part was damaged. On 7/26 I received a text at 8:58am noting the tech was on the way. Long story short at 12:15pm I was informed the tech had a personal emergency and a new install date was needed. After insisting to speak with a manager, Installment ***************** assured us a "master" tech would come by today around 4pm to access the issue and the part would be rushed for a Saturday or Sunday install. The tech didn't come, we didn't receive a call, and the main office is now avoiding our calls. We cannot work with a company with whom we cannot communicate with nor trust the service or competency of their techs. I believe my unit is defected and attempts to resolve the issue are being delayed. I want Cyprus Air to remove this unit, refund us 100% + the year of $30/mo extended warranty fee.

  Business Response

  Date: 08/03/2023

  Good day, 
   
     Thank you for bringing this concern to our attention. ********************* is correct when stating there was scheduling issue, as one of our serviceman had an unforeseen emergency that led to him being out for sometime. She is also correct in saying there was an issue with the part that was to be installed in her unit, as we discovered the part was defective while on site completing the installation. The moment we determined the part was defective, we made arrangements for a brand new unit to be installed at her home. The install has been completed, and there are currently no issues with the A/C system. Cyprus Air does not feel that a refund is a reasonable request. The customer has received a brand new outdoor unit, and there were no additional costs associated with the service call and or installation. Cyprus Air procured the equipment from Virginia Beach by having a technician drive a total of 6 hours to secure the unit, expediting the process by not having the unit shipped. We did everything we could to ensure the job was completed as quickly as possible.  We hope ********************* is happy with the installation, though we agree there were a couple setbacks, we did our best to exceed her expectations. We hope this matter can be closed with no additional resolutions needed. Thank you for your time. 
   
  Best regards, 

  Customer Answer

  Date: 08/08/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the business installed a new unit which appears to be functioning just fine.  
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We canceled our service agreement with Cyprus Air at the 2 year-mark due to unnecessary high-priced coverage and by providing substandard service during a recent visit. We allege the technician lied about certain completed tasks. Tech provided services on HVAC system that were incomplete; did not fulfill the terms of a maintenance agreement costing $480 ($40/mo) which included cleaning furnace blower, condenser, and evaporator system each year. Office rep apologized saying it was a clerical error and tech was not aware of the full extent of service. Yet, tech was shown the contract, but refused to complete the service stating the unit was only 2 years old and did not require it. Tech lied about having performed certain services on follow-on documents. Noted having checked and adjusted the thermostat. He did not. Noted having checked the condensate drain. He did not. Noted having inspected the flue for carbon monoxide leaks. He did not--had no detector or meter. Noted having checked the refrigerant charge. He did not as he had no gauges. Not only was contract unfulfilled, Cyprus Air rep lied about it. We were oversold at a cost of $480 on a service that was not necessary on a new HVAC system. A service expert opined in *** ********** **** a few years ago that many such services are unnecessary until the 5-year mark. They noted companies are out there to sell unnecessary services to unwitting consumers. We believe Cyprus Air is one of them. Cyprus Air increased the cost of the service contract without informing us. The monthly cost rose from $30 to $40. In a recent telecom, a Cyprus Air rep said that 1) it reserves the right to increase fees, and 2) that a mass mailing occurred to inform customers of the price increase. We never received any notification. We asked the customer service representative when the letters were mailed; she could not say. We would like our money back but Cyprus Air refuses to do so. Instead they plan to provide the unnecessary cleanings.

  Business Response

  Date: 07/19/2023

  Good day, 
   
         Thank you for bringing this matter to our attention. ********************************* is correct, the maintenance plan that he enrolled in does come with added cleanings as part of the maintenance agreement. When the service call was scheduled the information regarding the cleanings was not entered into the service ticket. When our HVAC specialist arrived to the home he was not prepared to complete all of the desired cleanings due to the lack of information in the system. The necessary cleanings due take time, for the full service to be completed during a service call can take up to 3-4 hours and at times require 2 people. 
   
      When the customer called with the technician onsite we immediately recognized our error and offered to reschedule the service call, as we want to ensure the customer receives all of the perks that come with his maintenance agreement.  I was also made aware by the customer of an article he read pertaining to HVAC maintenance, and how it is not needed within the first 5 years of installation. This would be a matter of opinion. Manufactures require the unit be properly maintained and cleaned every year (from the date of installation) in order for the manufacture warranty to stay intact, not having the unit serviced or maintained for 2 years would void the warranty with most manufactures.   We have offered to schedule the cleanings/maintenance at the customers request, but do not agree that any sort of refund is due. Thank you kindly for taking the time to read my response and mediate. 
   
  Best regards, 

      Cyprus Air Inc. 

• Initial Complaint

  Date:06/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a long standing Monthly Maintenance Contract with Cyprus air from 2017 to 2023. In October 2022 they upped my monthly service fee from $60 to $160 without notice. It took me several months to notice the update on my bill, and I called them in April 2023. I called in to figure out what happened, and a lady named ****** answered the phone. Absolute worst customer service experience I ever had, she did not care about the situation at all and told me quote "Cyprus Air reserves the right to change your contract at any time without notice". The most they would offer me was 1 month of free service and a return to $70 a month, but they would keep the $630 they scammed from me. I told them in writing to cancel my account in April 2023 if they were not willing to refund me the full amount or apply it as a credit for the rest of the year. Then one month later in May I got charged $70 again even though I had cancelled. I'm now trying to work through my credit card company to try and remove these fraudulent charges as the company refuses to stop trying to scam me. I checked ****** reviews and they are filled with similar stories of excess charges and continued charges after cancellation. At this point I am seeking for them to immediately stop all future charges as a first step, and then to refund me the $630 they stole.

  Business Response

  Date: 06/06/2023

   Good day, 
   
          Thank you for bringing this matter to our attention. I have contacted ****************** to advise a refund in the amount of $70.00 is being processed as of 6/5/2023. I was not able to make contact with him, but did leave a voicemail asking that he return my call. This refund is for an automatic payment that was debited on 5/23/23.  ****************** is correct, we did raise his monthly maintenance contract price. We did this for all of our customers. ****************** would have been notified by letter via U.S.P.S of the changes.   The maintenance agreement states that the company reserves the right to raise the price. I understand that our customer may not agree with this, but in no way is it a scam, and in no way did our company "steal" from him.  We do not agree that any additional refund is due, as ****************** took advantage of all the benefits that our Maintenance agreement offers from the date of installation in 2017 to our most recent appointment on 4/18/2023. Thank you you kindly and as always do not hesitate to contact our office should you need any additional information. 

  Customer Answer

  Date: 06/12/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In MAY 2023 Cyprus Air charged my credit card $40.00 INSTEAD of $30.00 which is my monthly maintenance fee. Last week, I spoke to a representative by the name of ******** on 23 MAY 2023 and she said there was a cliche in the system and I should receive a REFUND credit to my credit card in 5 business days which would be on 31 MAY 2023. Today is 31 MAY 2023 and I have NOT received NO REFUND credited to my credit card for $10.00. I contacted CYPRUS AIR this morning and spoke to a RUDE ****** female in which I DID NOT appreciate NOR will I tolerate her TONE when I spent over $9,000 for a NEW AIR CONDITIONER that I purchased in 2022 from CYPRUS AIR. The HELP-DESK Representative was interrupting me and raising her TONE to me on the phone and she said, "I am correcting what ******** said, it is 10 business days NOT 5 and I should receive an email from the ACCOUNTING OFFICE. WHY IN HELL SHOULD I WAIT 10 DAYS FOR MY MONEY WHEN CYPRUS AIR STOLE MORE MONEY FROM MY ACCOUNT THAT DID NOT BELONG TO THEM. By the way, I check my BANK statement every day for UNLAWFUL withdrawals or activities. YES, this is the 1st time, this has happened but what if I NEVER CHECKED my bank statement? this type of UNLAWFUL activity would have continued. I want this rectified IMMEDIATELY, and I want the $10.00 RETURNED TO MY CHECKING ACCOUNT..........**** Off Retired Veteran....20 years and 19 Days

  Business Response

  Date: 06/09/2023

  We spoke to the customer and have started the process to get the customer the refund.  We are apologetic for the issue and don't do business this way.  

  Customer Answer

  Date: 07/27/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ******* **** <*************@*****.com>
  Date: Thu, Jul 27, 2023 at 11:11 AM
  Subject: Case Number ******** compliant against Cyprus Air
  To: <*******@mybbb.org>
  
  Good Morning,
  
  I spoke to a representative on 14 June 2023 regarding an additional $10.00 withdrawn from my checking account by the Cyprus Finance department for the monthly dues that are $30.00 but they withdrew $40.00 for the month of MAY 2023.
  
  ***Please be aware:  CPYRUS AIR withdrew the full amount for the HVAC system from my credit card LAST YEAR that included the Maintenance Service when I purchased a NEW HVAC system from them.  NOW, I have NO MORE obligations to CYPRUS AIR for anything****
  
  I requested my $10.00 to be credited back to my account but I have NOT heard from anyone.  I am receiving total SILENCE and we are going into a NEW MONTH.
  
  I am sick of the CPYRUS ORGANIZATION and the incompetent unprofessional personnel that work at the call center or at their HELP DESK.
  
  NOTE:  I want my $10.00 credited to my credit card IMMEDIATELY and I want my credit Card information SCRUBBED/CANCEL IMMEDIATELY from their financial System AFTER I receive my $10.00
  
  For ANY future maintenance service that I require for my HVAC system it will be done by ** ****.
  
  If Cyprus withdraws ANY more money from my account that they have on file I will take them to Court and file a LAWSUIT against them.
  
  How many other people have CYPRUS AIR done this to?
  
  ******* ****
  Retired Veteran
  20 years 19 days

  Business Response

  Date: 08/03/2023

  Customer was given $10 refund on 8/2/23 and also allowed to cancel he maintenance.

  Customer Answer

  Date: 08/25/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ****  
  

• Initial Complaint

  Date:04/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month in March 2023, we discovered Cyprus Air was charging us for a service contract for the last 9 months. Back on June 29, 2022 we had a technician come out to look at the system installed a few years ago by Cyprus Air because the A/C was not working, on June 29, 2022 the technician ***************************** told us he could repair the system for $39 is we signed up for the contract. Once we signed up he then switched up and stated he could not repair it the same day. He would have to come back. We immediate asked ******* to cancel the contract and he called in the office to cancel it. They acknowledge the contract being cancelled.******** law allows 72 hours to reverse a contract. They went on to charge my senior father. We asked multiple times to make sure it was canceled. Fast forward to today, I called to see why I recieved an invoice. A very rude representative **** answered and said there was no supervisors nor anything we can do to cancel. We would like full reimbursement from the company. $39 plus $180 for the last 9 months and the contract cancelled. Please help me get my money back and warn other customers this business is a scam.

  Business Response

  Date: 05/24/2023

  Good Day, 

         Thank you and **. ************ for bringing this to our attention. We completed a service call on 6/29/2022  for ****************. We found no issues with the unit at the time of this service call and determined the unit was cooling and functioning as designed. Are standard cost for a service call and diagnostic is $139.00 before any repairs. We offered to enroll **************** in our maintenance agreement which brings the service cost down from $139.00 to $39.00 on the day of service with a reoccurring payment of $20.00 that is billed to a credit card or checking account on the first of every month. **************** chose to enroll in our maintenance program. The first monthly payment was made on 8/1/2022. The monthly payment was began to decline in March of 2023. The agreement is for ******************************************************************** sent via postal. To my knowledge there was no email or letter sent by ****************. We do not feel a refund is the correct resolution. **************** received discounted services on the initial service due to enrolling in our 12 months. We also require all cancelation requests to be emailed or sent via postal. To my knowledge there was no email or letter sent by *** ******. We do not feel a refund is the correct resolution. *** ****** received discounted services on the initial service due to enrolling in our 12 maintenance contract and we were prepared to complete a maintenance on their HVAC in June per our contractual obligations. I have included the signed invoice from 6/29/2022 and a copy of signed maintenance enrollment. Thank you for taking the time to review our response and as always do not hesitate to contact us should you have any questions.  

  Customer Answer

  Date: 06/05/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  We asked to cancel the contract the same day it was initiated. They continued to bill us and we would like a refund. See all the other complaints. We are not the only person 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 06/17/2023

  Good day, 

       We are sorry to hear that **************** does not agree with our previous resolution. We want nothing more then to close this matter but in doing so we want to ensure that all parties are treated fairly. **. ******* maintenance agreement is due to expire on 7/1/23 albeit **************** has stated he requested to cancel in June of 2022, we have no record of this request. **************** continued to incur a monthly payment that went unpaid. We will clear any and all balances on the customers account related to the maintenance agreement, and waive the last payment. The customers maintenance agreement will be canceled and we will not pursue any unpaid balance pertaining to the maintenance agreement. We our unable to provide a refund for previous payments made by the customer for the maintenance agreement. We are sorry we are unable to meet **. ******* service needs, we wish him the best with any future hvac service work. We hope that all parties find this resolution satisfactory. Thank you. 

  Best Regards,

  Cyprus Air

  Customer Answer

  Date: 06/30/2023

  [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 as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  We asked them to cancel the day the contract was signed. This company takes advantage of seniors. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To date Cyprus Air cannot tell me if it SAFE for me to turn on and utilize my fireplace but have been paid for NOT servicing my fireplace. I have not been able to use my fireplace because I do not know it if is safe to run. On November 10, 2022, I had an appointment with Cyprus Air to service my Fireplace. The company sent two technicians to perform the service. As they began the service, they noticed that the Fireplace remote would not turn on the fireplace. After replacing the batteries, it still would not turn on. So they informed me that they could not move forward with the service because I needed to get a new transmitter in order to turn the system on. They wanted me to buy one from their company for almost $450.00. This was in addition to the service plan which costs $464.00 with paying the first $230.00 for the Calendar Year 2022 service and $22.00 monthly for Calendar year 2023 service. I informed them that the part was considerably cheaper online and would go that route. They werent too happy with that but told me that once I got the fireplace part in and installed that they would come and perform the service for the fireplace. I received the part in December. I then called to make the appointment with Cyprus Air to service the fireplace. The soonest available appointment with them in my area would be January 5th, 2023, I let them know yes and that I was able to take off from work for this appointment. On my scheduled appointment day, I waited the whole day for Cyprus Air to come to service the fireplace. In received a couple of text saying the technician would be to me withing a certain time frame but the technician never showed and never let me know why that appointment was not completed. I called them to find out what happened, I got their answering service and left a message, I followed up my message with another call. I did not hear from them until they sent a technician to my door on the morning of January 23, 2023. Luckily this was my telework day and when I opened the door, the technician stated who he was and the next thing he uttered is that there would be a $25.00 fuel service charge. I told him that I did not make this appointment and no way would I agree to an extra $25.00 fuel charge. He said it was in my agreement already. I told him no it wasnt and if it was, why would he feel that he should inform of such a thing before starting my service. I called the main office about this unplanned appointment and this excess fuel charge. While I was on the phone with gentleman from Cyprus Air and the technician became agitated and left out of the house to his truck. While I was on the phone with the gentleman from the company trying to figure out things, the technician closed out the job and left. To date the company has not called to try and make another appointment nor rectify the fact that I have paid them and have not conducted the services needed to deem my fireplace safe to run. I would like my money back from them so I can hire a reputable company to perform my fireplace service, so I can start using my fire place.

  Business Response

  Date: 05/22/2023

  Good day, 

        Thank you and ****************** for bringing this to our attention. I have reached out to ****************** several times via phone but I am not able to leave a voice mail as the mail box is full. I have also emailed ****************** so that we may schedule service, none of my attempts have been successful and I have not received a reply as of today.  ****************** enrolled in our Maintenance program on 11/10/2022 and paid $230.00. This service cost was discounted from $464.00 to $230, a savings of $234.00 on the initial service call, once the service agreement is activated there is a $22.00 month reoccurring payment that is billed on the first of every month for 12 months. ****************** was provided an estimate in the amount of $425.00 to have a new remote and receiver installed for her fire place on 11/10/2022, this estimate was never approved, and payment for the special order was never made. ****************** called to schedule a return call on 1/23/23, we had a technician dispatched to the property to complete an inspection on the unit. This appointment was not completed for unknown reasons, as ************** states that the customer had to leave.  We want nothing more than to honor are agreement with ******************, and complete the service that she is expecting. We would first have to be able to make contact.   I understand that ****************** is requesting a refund, we do not feel that this resolution would be a fair outcome, as the original service was completed on 11/10/22. ****************** is able to cancel the agreement after 12 months from the date of the agreement which was 11/10/22 or pay $234.00 dollars, which is the amount discounted on 11/10/2022. We then are able to terminate the maintenance agreement. We hope that we are able to continue are relationship with ******************, and that we have an opportunity to fairly address her concern. Thank you for your time. 

  Best Regards, 

       Cyprus Air Heating and Cooling

  Customer Answer

  Date: 06/10/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I received an email from Cyprus Air on May 16, 2023. In the email **************** ask that I call him.   I called at his request and his receptionist said that he was in meeting and that she could see that I was the ********************* and that I had the BBB complaint against them. She says it pops up everytime when I call. She said she would let him know I called.  Now I have received this letter saying not so true things.  I feel like my integrity is being questioned here.  I have served 23 years honorably in the **** and have lived my whole life honorably I have no need to lie about anything.  The visit from Cyprus Air on 10NOV22 was not a complete service.  The gentlemen said they could complete the service when I got a receiver system that was serviceable. Your company quoted me a price of over $400.00 I was able to order the same part for $175.00 and once I received I installed it in December.  I called to let Cyprus Air know that I was ready for my tune up.   They weren't able to schedule me an appointment until January 4, 2023 between 9AM and 1PM. I received a text the night prior January 23, 2023 that technician would be at my home the next day.   I took off from work and was prepared for the technician to come service the fireplace.  No one showed up to my home at all.  I called the company to find out what was going on.  I was able to leave a message with Continental messaging company.   below is a copy of the message. 

  Other |
  

  
  Caller: |********************* |
  Phone: 1|************ |
  Email: ******************** |
  Message: |I had an appointment on 1/5 between 9a-1p, and had received a text that the tech was on route but they never showed up or contacted me. I called later that day and someone took a message. I am calling to see what happened and to get rescheduled. Please return my call. |

  Hold

  How does it go from not hearing from your company the reason why no one came on January 4, 2023 to a pop up appointment on January 23, 2023.  
  You state that a technician was dispatched on January 23rd and wasn't completed for unknown reasons you were told that I had to leave.  No Sir that is not the reason. This was an unscheduled appointment and I happened to be home that day.  Your technician came in the house and one of the first things he tells me is that there is a $25.00 additional fuel charge.  I did not understand why?  I called the company to find out why.  While I was on the phone your technician was by the fireplace.  He was growing impatient while the gentleman and I were talking on the phone.  while the gentleman and I bantered over the phone about fuel charge, why the service wasn't completed on the first visit and other things, your technician left out of the house and closed the job.  He is the one that left.  You say that me being refunded is unfair.  I say that it is unfair that I have been paying Cyprus Air for a service that I have not received and I have not been able to run my fireplace through the winter because I don't know if it has leaks or how safe it is to run it. I don't think the way that this all has gone that you can fairly address my concerns. 

  Respectfully,
  *********************

  Business Response

  Date: 09/27/2023

  Hello,

  On 11/10/22 we did a service on the customer's fireplace and recommended she replace her remote control.  We also enrolled her into our maintenance plan.  Where we collected $230 for the first initial visit.

  Thanks

  Business Response

  Date: 10/26/2023

  Hello,
  On 11/10/22 we did a service on the customer's fireplace and recommended she replace her remote control.  We also enrolled her into our maintenance plan.  Where we collected $230 for the first initial visit.
  Thanks

  Business Response

  Date: 10/31/2023

  Hello,

  We performed our 24 Point safety inspection which is described in the Attachment I've included.  If you need anything else please let me know.

  Thanks

   

• Initial Complaint

  Date:04/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since March 3, I have been trying to get Cypress to order a replacement remote for my fireplace. A tech came by on 3/10 to confirm the remote is no good. Said he would have someone order one. 3/13, I ordered the remote myself. On 3/16 I called to have someone come program it. Was told no because I didn't order it from them. She would order it. Called on 3/28 and was told it had been ordered and someone from the parts department would call me. No one called. On 4/15, sent an email documenting my efforts. As of today, no response from Cypress Air. I did not spend almost $5000 on a fireplace that, after 3 years, is no longer operational because of something so simple as getting a remote.

  Customer Answer

  Date: 05/09/2023

  See Attachments

  Business Response

  Date: 05/18/2023

  Good Day, 
   
         Thank you, and *****************, for bringing this matter to our attention. I assure you that we want nothing less than a positive resolution for *****************. We have made prior attempts to install a remote control that would operate *****************' fireplace, unfortunately the models we attempted to install were not compatible with her unit. We have been unsuccessful in finding the compatible up until today, we have located the proper remote and the order has been placed. When the remote arrives, I will contact ***************** to schedule the installation.  I have reached out to ***************** to inform her, but unfortunately I was not able to make contact. I will continue to attempt to reach her. We look forward to resolving this concern. Thank you again for your time. 
   
  Best regards, 

      Cyprus Air Heating and Cooling 

  Customer Answer

  Date: 05/25/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  1.  They have NEVER attempted to install a new remote

  2.  The first time they attempted to contact me was on May 17. I was not near my phone, so missed the call. He did, however, leave a voice mail 

  On May 24, I did speak to someone from Cypress and arrangements were made to have a technician install the remote on May 26
  Regards,
  
  *******************************

  Customer Answer

  Date: 05/26/2023

  From: *** <*****************>
  Date: Fri, May 26, 2023 at 10:38 AM
  Subject:
  To: *********************** <*******************@mybbb.org>
  
  I wanted to let you know my complaint against Cypress Air has been resolved. Received the remote and fireplace is working
  
  Thank you very much for your help