ComplaintsforCyprus Air

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  06/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/03/2023

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

  Customer response

  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

  04/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  04/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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 response

  05/09/2023

  See Attachments

  Business response

  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 response

  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 response

  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 
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cyprus Air is billing me for a maintenance plan I was unaware I still had, even after I cancelled, and continues to send me requests for payment despite ******** ruling in my favor in the dispute I raised. See below: I bought a gas fireplace from Cyprus Air in Falls Church (9/2020), but due to scheduling hiccups on their end that resulted in a monthlong exposed enclave in our back den where the fireplace should have been, they gave us a free year of maintenance. I then made a note on my calendar at the start of that free year to check my bank statement to see if Cyprus was going to charge me anyway, and they did. I called their customer support 4 times over the next 2 weeks to speak with billing and accounting, and was informed each time that they were unavailable. The first three times I left a message and requested to be called back 'urgently' but never heard from anyone. I then posted a review on ****** maps recounting my experience, at which point I did hear back from customer service (11/22/2021) telling me that I would no longer be charged, and will be reimbursed by 11/26. This did not happen and I continued to be billed. On 12/06/2021, they reached out again saying I'll receive a refund by 12/10. This again did not happen, at which point I disputed the charge with ******** and they ruled in my favor. On 1/31/23, I received an email stating that I owed $188 in past payments to Cyprus. I reached ******** (2/2/23) who informed me that the maintenance plan renews automatically unless I call to cancel, so it ended up renewing after my "free" year, despite email correspondence with a prior representative who made it sound like I had to opt in (see CyprusEmail attached below). I agreed to the charges and cancelled the plan, knowing that I would dispute them with ******** (2/4/23), and on 3/14/23 ******** ruled in my favor and reimbursed me. A few days ago, I received another bill for $235, which includes a charge for a month of service after I cancelled.

  Business response

  05/09/2023

  To Whom It May Concern,
  The refund of $47 was processed and balance was removed from the customer's file. 

  The maintenance was cancelled and extended warranties have revered back to normal warranties.

  Thank you,

  Cyprus Air 

  Customer response

  05/17/2023

  [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, provided that the actions taken by Cyprus include no more attempts to collect on any erroneously charged maintenance plan payments.
  
  Regards,
  
  *************************
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am making a complaint about Cyprus Air in Alexandria, VA.  I bought and paid for a fireplace insert in Nov 2022, and it was installed on Dec 26 and still hasn't been finished.- They ran a gas pipe outside my unit which was against the contract and had to be removed. The siding was damaged and they still haven't fixed the holes or the siding.- They haven't completed the job because they have showed up 3 times with the incorrect sized protection screen and didn't have the remote for weeks.-When the remote arrived the installer couldn't pair it. Another installer came and did it in 30 mins.- It has been 2 months and I am sitting with a hole in my wall waiting for them to finish the job I have already paid for.-I have always had to initiate calls to get to the next step. -At present I am sitting with a hole in my wall for two months.

  Business response

  03/21/2023

  Regarding Complaint ID: ********
  
                Currently, we are in communication with the customer to get this project back on track. We were recently at the home on 3/07/23 for repair work. We do apologize for delays and laps in communication. We look forward to getting your project completed asap.

*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. ↩