ComplaintsforCyprus Air

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see the attached full explanation and complain. Summary - Cyprus Air didn't honor the pricing promotions they had in effect on the day of purchase. They have missed appointments, shown up without needed parts, missed more appointments, and been unresponsive to calls, messages, and emails. I want this job finished and I want them to honor the pricing that was available at the time of purchase.

  Business response

  01/07/2022

  The customers installation is complete and has passed the County final inspection. A refund in the amount of $400 has been sent to accounting per the request of the customer. 

  Customer response

  01/12/2022

  [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

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a maintenance agreement with Cyprus for 2 years and was fine with the service. My problem is with their billing practices. They raised the monthly amount from $22 to $27 without notifying me (they said they had sent a notice in the mail. I never got it.) They also changed my start date with them from 11/19/2019 to 11/1/19. This is important because they require that you notify them one week prior to your annual membership renewing in order to cancel your membership without penalty. I verbally notified them on 10/25/21 that I was cancelling my annual agreement and it was to end on 10/31/21. On 11/1/21, I was charged $27 for the monthly payment. I called and spoke to their customer service representative who told me that she would have it refunded to me. It is now 12/6/21 and I still haven't received my money back. I called 3 times to follow up (11/8;/11/15;12/6) and each time I was told that they would send an email to either the Accounting Dept., the owners or the Front Office to have my money refunded. I've been patient. This is no way to treat your customers.

  Business response

  01/07/2022

  The maintenance agreement has been canceled per the customers request. Unfortunately, no refunds are due at this time because the customer received 2 maintenances covered under each years agreement and only paid 23 months total towards the agreement. A requirement of 12 months must be paid for in order to receive the maintenance service covered under the plan. Please let me know if you have any additional questions or concerns. 

  Business response

  03/11/2022

  Good afternoon,

  We apologize sincerely for the inconvenience of you not receiving your refund of $27 yet. The refund has been approved and will be processed this week back to your credit card. Thank you.

  Customer response

  03/18/2022

  [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.  I received a check in the mail yesterday from Cyprus Air in the amount of $27.00.  Thank you for assisting me in getting this resolved.  I firmly believe that if you hadn't been involved, Cyprus Air would have continued to ignore me.  
  
  Regards,
  
  ********* *********
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 1, we noticed our monthly service charge was $30 instead of $20. On November 2, we received a letter notifying us of the new increase. Since a 50% increase was not acceptable to us, my husband called to cancel. He spoke with someone who said it would take 72 hours to cancel and someone would call him back. No one called. My husband called 3 additional times and had to leave messages. On December 1, my card was again charged for service. I called during regular business hours and was routed to an answering service that took yet another message. I would like my service canceled and the November and December payments refunded.

  Business response

  01/07/2022

  The customers agreement has been canceled per his request, and a refund in the amount of $40 will be processed. $30 for the December payment and $10 for the November payment. 

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late spring of 2020 we purchased a HVAC system from Cyprus Air. Since the day of install we have had significant difficulty reaching ANYONE to help us with first, accessories that were promised but now, and more importantly, we've been without heat for over three weeks. The websites have 5 different phone numbers with none designated as service. When you call the person answering doesn't speak English well enough to communicate effectively. Then no service manager is ever available and our messages are never returned. We were told we'd have a technician out finally on Monday 11/29/21 but no one ever showed. We were even both emailed and texted that morning with the technician arrival information. No call. No answer to our multiple messages. If we were not under warranty we would find a reliable company! My husband and I are both professionals, taking time out of our days to track down service that should be readily available.

  Business response

  01/07/2022

  I have reached out to the customer to determine if we can come to a satisfactory solution. It appears the unit needs a part that we will replace at no cost. I will schedule the customer for that and a complimentary maintenance to take place in the spring as well. 

  Customer response

  01/12/2022

  [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. My hope is that response time is significantly faster/better the next time we need maintenance on the unit.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 30, 2021 our Maintenance Plan expires.  However, when I signed the contract plan it was to be a monthly payment of $20.00 a month for 1-year. Then i received a letter stating that the monthly cost was going up to $30.00.  Without my authorization, they went ahead and charged $30.00 monthly to my **** (which was on automatic monthly payments).  
  
  Cyprus Air noted that the increase was so that they could maintain their technicials well trainied in order to provide better services.  This I believe should be a responsibility of the company itself and not at the clients expense.  Do you believe it should be the client responsible to pay for the companys training of its own technicians?
  
  After speaking with them and letting them know that I did not authorize the increased deduction on my credit card, they told me that they would refund me the $10.00 difference (which I should see in about a week on my card)
  
  Then I called them and inquired about the refund which hadnt processed after a week, and  they hung up on me.  I also wanted to let them know to cancel the Maintenance Plan upon its expiration date of November 30, 2021 as am thinking of selling my property. 
  
  Since then I have called and spoken to three different people and nobody wants to be the ones to note and make effective my cancellation at the end of this month. 
  
  With the third, last person that I spoke with after being on hold for 20 minutes, I requested that they confirm via an email that the maintenance plan would be cancelled as I have been requesting at the end of November, however, the lady hung up on me.
  
  Seeing the not only the unprofessionalism of the company but of its employees themselves, I decided to cancel my credit card (for a $15.00 fee from my institution)
  
  I once again request your assistance to intervene for me with Cyprus Air, as you did so effectively the first time.  
  
  I must say that my experience with Cyprus Air has been a bad one due to their lack of professionalism.  All the stress they have and/or causing has increased my sugar and blood pressure and I am loosing sleep over these issues.  Their attitude with me I feel is due to them discriminating against me because I am ****** and elderly.
  
  It has been a nightmare and I am stressed out every time I have tried to contact Cypus Air to discuss my account and discuss my rights as a customer.
  
  ***************************

  Business response

  12/22/2021

  **********************,

  I apologize that you have had such a negative experience with Cyprus. From what I can tell upon the signing the contract for your new HVAC system you signed up for an annual agreement. In doing this, you were given $240 off of the HVAC Installation total (Signed Contract attached for reference). Accounting did honor the change of membership price for you back to $20 since you were unhappy about the increase. Your agreement is due to expire on 4/30/2022. Your last payment of $20 will be drafted on 4/1/2022 in the discounted amount of $20. After the annual agreement is satisifed, we can cancel your agreement and be sure that no further payments are deducted past that date. Please let me know if you should have any further questions, I am happy to assist. 

• Initial Complaint

  11/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A Carrier Heat Pump and Coil was installed on 9/3/2014 by Cyprus Air, Invoice #******. Carrier warranty is 10 years. Cyprus Air Warranty as stated on Invoice is 12 years parts. Two parts are failing, run cap $22 and condenser fan motor, $328. Over the last week, I have contacted Cyprus air 4 times. Had 3 appointments set up. Not once did they show up.

  Business response

  01/13/2022

  This customer is scheduled for a return visit on 1/18/22 for us to determine the issue and recommend a repair. Thank you.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I initially had Cyrprus replace the fireplace equipment and I started a contract with them to have the equipment serviced every year. Their equipment broke within 4 years and had to be completely replaced. I would have cancelled the contract at that time, but I was told I would have lost out on the money I had already paid. I elected to finish out the year, have the fireplace serviced one more time, and then cancel my contract. I called on October 5, 2021 at 4:21 pm to cancel my contract. I was informed they would send my request to the main office. I was then charged for November. I called on November 16, 2021 at 9:59 am and on November 17, 2021 at 9:09 am to dispute the transaction and confirm cancellation of my contract. Both times, I was told that they sent a message to the main office to call me back. No one ever called me back to reverse the charge or to ensure my contract was cancelled. They refuse to return my call to even provide me with the paperwork that my contract has been cancelled.

  Business response

  01/07/2022

  The maintenance has been canceled per customers request. There was a chargeback on the November 2021 payment of $35 and that is still showing on our records as of 12/20/21. There is no refund due.

  Customer response

  01/12/2022

  [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

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cyprus Air installed a new HVAC and humidifier in our house 2 years ago. The humidifier never worked. We've been trying for the last 3 months to work with them to get it fixed or replaced. The technician told us that it wasn't wired correctly to the thermostat and that a sensor and transformer were missing from the original installation. We've scheduled several other appointments with the technicians showing up either without the correct parts, expecting to perform a different (unscheduled ) service, or some other mix up.

  Business response

  12/22/2021

  I apologize for having such a hard time getting your humidifier fixed, or installed. We are going to connect with you after the holidays per your request to get her scheduled for her humidifer installation. Thank you very much. 

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new heat pump and furnace from them in August 2021 paid for system in total. Have had nothing but problems with this system finally got a technician to come out after waiting a week. Can not get system to heat house will not go higher that 68 degrees, have called customer service 3 times no return call. Sent email to my so called project manager and our salesman no return calls My wife has diabetes and can not be in a cold house, I've explained this to their call center 3 separate times and still no response Originally when furnace was installed they informed me that a heater part was missing and they would come out later to install, not sure that has happened. Never received a copy of the contract that I've asked for on numerous occasions. The last service technician that came out was 10/6 spoke very little English didn't leave house for 3 hours because of faulty part and had to call service to get paperwork on the issue This us absolutely the worst company Ever!

  Business response

  11/13/2021

  Good afternoon **************,

  It has been brought to my attention that you are unsatisfied with the work and services provided by Cyprus Air. It appears that there were some issues beginning at install with getting your system to work properly as well as the failure to show for an estimate date was that provided. 
  
  I understand that upper management has already approved a complimentary HVAC maintenance for you that will take place in 2022. I would also like to extend your 3-year Cyprus labor warranty to 4 years, and I will have it begin 10/25/2021, which is the date that the system was working correctly instead of the install date. This means that your labor warranty for repairs from Cyprus will now expire on 10/24/2025. 
  
  I would like to confirm that the system is still working appropriately since our last visit on 10/25/2021. Please also let me know if you have any questions or need any additional services, I am happy to assist. 
  
  On behalf of Cyprus, I offer my sincerest apologies for the inconveniences and sub-par service that you received. Cyprus is a family-owned business, and we expect more for our customer whom we consider family.
  

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with Cyrpus Air on 6/29/21 to have them convert my wood burning fireplace into a gas fireplace. They came on August 13th per the contract to begin the work. They were scheduled to return on August 15th with an inspector to test the line and finish the work. They never scheduled the inspector for the visit. They apologized and rescheduled for September 7th. On the 7th they called and said they were not coming because the inspectors were overbooked and couldn't make it. I sent an email on the 7th inquiring as to when the work would be done, or if they intended to return my fireplace to its original condition and refund my 100%. No reply. I followed up to this email on September 11th. Still no reply. I called them on September 13th and was told someone would call me back on the 14th. No one called I called again on September and suddenly I had a reply to my email apologizing but not offering to reschedule the work. On the 22nd I emailed again (I've run out

  Business response

  11/13/2021

  Good afternoon,

  We regret that we are unable to complete the project as contracted **************** and Cyprus have agreed to settle the project for a refund of $3,000. A check will be issued in 7-10 Business days and mailed to the customers home at ********************* Catonsville, MD ******* has agreed to keep the gas line installed and the Fireplace Gas logs and burner in place, in hopes of finding a company to complete the work.

  Thank you. 

  Customer response

  11/16/2021

  [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 while I am very disappointed the contract was breeched, I accept the resolution. 
  
  Regards,
  
  *************************
  

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