Business Profile

Residential Air Conditioning Contractors

Cyprus Air

This business has applied for BBB accreditation.

Complaints

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

Customer Complaints Summary

53 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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Submit a Complaint

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:06/26/2025
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.
Good Day,I contacted this company 6/23/25 to do an annual inspection of my AC unit and to provide an estimate/quote of ***airs or ***lacement. The inspection fee that was communicated was $90 and if ***airs were needed then a fee of $120 per hour would be billed starting after the inspection. The tech stated that the unit was old and a new motor was needed to temporarily fix any issues however he recommended a full ***lacement. I was charged $210 total for the inspection even though no additional services were provided after the initial inspection. I called the company and they explained that I had to pay for the "Extra" hour worked after the first hour. That was not what was communicated. I requested that they go back and listen to the call since it is recorded. They did, and heard what the *** stated, which was specifically that after the initial inspection which was ($90) the tech would let me know that the inspection was over, any additional service needed would be billed at the $120 rate starting after the initial inspection. I was told that they would "get back to me" and as of 6/26/25 we are still without AC (it's 92 degrees in my place which houses ***** kids at a time ) we have received no quotes for ***airs or ***lacement which should have come with my $90 service and no one has gotten back to me about my refund for being charged a fee of $120 for services not rendered. I sent emails and talked to an IA when calling named "****" that took my information down but no one has gotten back to me. At this point I just need a 100% refund so that I can hire a new company to do what they failed to do. UPDATE: at 12:15pm I called again before hitting send on this message and they answered. They sent me a standard estimate via email that is not specific to my facility (No Outdoor Unit) and then ***layed the initial call cutting out the part where the *** stated it was $90 plus $120 after the initial inspection. They are CROOKS and I want 100% of my money back.
Business Response
Date: 07/07/2025
Good morning, I have spoken to this customer numerous times and informed her that she will not be getting a refund for the commercial services we performed at her business. She was informed on the initial 20 minute call when she called to schedule the service that the initial service is $90, which is an hour, and then $120 for each additional thereafter. She was informed on the initial call about this numerous times and kept asking the customer service representative the same question to which he kept answering the same way. The initial service fee is $90 and any additional hour after that is $120. We let the customer listen to the 20 minute call twice when she kept calling in. The customer kept becoming very argumentative with my staff despite them trying to help her and let her listen to the call so she could hear that she was informed of the fee numerous times on the initial call. She also signed the invoice with the balance on it. The customer's are able to see the balance when they sign the invoice at the end of service as well as review the terms and conditions of the service they just had performed. The customer signed the invoice with the balance on it and also gave permission over the phone once the service was complete for us to charge her credit card after seeing the balance on the invoice. It wasn't until an hour after we had charged the balance and the customer had spoken with someone else in her office that she called and tried to dispute the charges. I informed her that she had agreed to the charges in the initial call because I had listened to the call myself to ensure that we did inform her correctly the first time, and also checked to ensure she signed the invoice at the end of service. Customer started demanding that she be able to listen to the call. Due to my computer not having speakers, I transferred her to one of my employees and let her listen to the 20 minute call. The customer then started using word play saying that she was never informed the initial service was exactly an hour to which I informed her that she was informed of that and that any additional hour after the initial service any additional hour after that would be charged at $120 per hour. I informed her that I would speak to the commercial manager in regards to this and see what I could do. I emailed the commercial manager, who responded after she reviewed everything, that we would not refund her for the initial service, but that if she wanted to move forward with repairs at this time that we could give her a discount for the repairs. The customer called back in inquiring about the estimate to replace her fan motor, I then informed her that the commercial manager stated we would not be refunding her for the service but that we could discount the repair. I emailed her over 3 different options to replace the fan motor, with additional services as well. We discounted the repairs 10% each, or $150 off each estimate. The estimates are already built in our system but we price them specifically for each customer's system once we put their unit information in our system. We were fair with this customer and informed her each step of the way of what was going on. I tried to work with her and tell her that we would discount the repairs but that since we informed her of the service repairs we are not refunding for that, she became irate over the phone and threatened to sue us, then hung up on me. If you have any further questions or concerns, please feel free to reach out to me via email at ***************************
Initial Complaint
Date:06/06/2025
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.
Subject: ************************************************************************ Valve Leakage1.Description of the Issue: 4/18/25 Annual maintenance on my fireplace. A gas leaked valve in poor condition discovered by the technician. The gas was shut off by the technician and informed us that a new unit would be needed. I have had four inspections: 8/30/21, 11/7/21, 2/4/22, and 10/7/22 with no mention of a deteriorating valve.2.Purchase of a new unit on 3/29/21: Fireplace sale and replacement of control gas valve in Campfire $1,100; Limited time chimney sweeps and inspection special $199, total $1,299 paid on VISA.3.White carpet stained by a faulty operated vacuum that spilled out soot by the technician to clean up any debris from the maintenance inspection 4/18/25.4.4/21/25: Called to inform company of stained carpet and dismay of a faulty gas valve despite the purchase of a new unit 3 yrs prior. 5.Spoke to one of the managers to arrange for the carpet to be cleaned. 4/23/25 was confirmed by me to have the carpet stains removed. To my disappointment, the original stains were not resolved, and it appeared to have been further deepened into the white carpet.6. I called the company 4/25 concerning the stains, and spoke with an operator. Called again and spoke to a manager the following week, he acknowledged notes on my account regarding the valve and carpet matter and that someone would be following up with me. However, no action has been taken to ******* a result of the defective control valve, the technician recommended the gas be turned off until repairs are done. I eventually had the carpet professionally cleaned which have caused inconvenience and monetary loss ($185).I have copies of the purchase receipt of the Cyprus Air Fireplace sale and replacement of control gas valve in Campfire $1,100; Inspection special $199, total $1,299 and the carpet cleaning company receipt and photographs of the stained carpet.
Business Response
Date: 06/07/2025
Our operation and service manager are reviewing the case. 1st action we are taking is to schedule ***** professional carpet cleaning service. The customer will be contacted on Monday 9th and we will resolve this complaint.
Business Response
Date: 06/11/2025
Thank you for allowing us the opportunity to respond to the concerns raised by our valued customer regarding service to her ********************** unit.
Cyprus Air Heating & Cooling initially serviced the customers gas ********************** several years ago, during which we replaced the gas valvea part that, while not commonly prone to failure, can require replacement over time due to wear. After installation, the system operated without issue for over two years, indicating the equipment was functioning as intended.
During a routine maintenance appointment this year, an unfortunate and isolated incident occurred. While our technician was performing a cleaning procedure near the unit, the vacuum hosesecured behind a drop clothwas pushed out of place by internal vacuum pressure and came into contact with a section of the customers light-colored carpet. This resulted in a soot **** that was not immediately evident to the technician but was brought to our attention shortly after.
We take incidents of this nature seriously and promptly sent our contractor to clean the affected area to the best extent possible. While the cleaning helped significantly, some discoloration remained, and we reimbursed the customer for the cost of hiring a third-party professional cleaner. While the initial cleaning significantly improved the area, some discoloration remained, and the customer chose to hire a third-party cleaning company to further address the concern. In an effort to uphold our commitment to customer satisfaction, we have reimbursed the customer the full amount of the additional cleaning service.
Furthermore, while the gas valve installed years prior was not determined to be defective, and had performed reliably for an extended period, we have agreedstrictly as a goodwill gesture and without admission of faultto replace the valve and associated fittings at no cost. This is being done to reinforce the safety and long-term performance of the system and to ensure continued confidence in our service.
The customer has expressed satisfaction with the resolution and has agreed to continue regular maintenance with us, including an annual inspection of the gas valve to proactively ensure continued safe operation.
Cyprus Air Heating & Cooling takes pride in its reputation and remains committed to delivering quality service and responsive customer care. We sincerely regret the inconvenience this matter caused and are pleased to have reached a positive resolution.
Respectfully,
*** *****
Senior Operations Director
Cyprus Air Heating & Cooling, Inc.
***************************************

Customer Answer
Date: 06/11/2025
[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:04/20/2025
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.
Called them for one service and they have billed me monthly for a service I did not ask for or want.
Business Response
Date: 04/21/2025
The customer selected to enroll in monthly maintenance plan that pays for the next visit instead of $464 one time fee for their frieplace service. We will reach out and explain the monthly charges to the customer.
Business Response
Date: 04/21/2025
Spoke to customer and explained what happened with the maintenance fees and options. Customer understands now. Informed customer since she paid the full 12 months that she does have another visit with us that she can use for a maintenance visit. Customer going on vacation and when she returns she will call to schedule last maintenance visit. Customer is happy at this point.
Initial Complaint
Date:01/28/2025
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.
Called Cyprus Air and Heating because my fireplace wasnt working. They sent a tech out and he said it was low battery volt which wasnt communicating properly from the unit to the remote. He did a hard reset and it worked. The next day it stopped working. I called to have a tech come back out several days later. The same tech came and again said it was low battery volts. He replaced the batteries and it worked again. As he was leaving he said I owe $189 for the service call. $189?? I just paid $230 last week and you are back here for the SAME issue. He called the manager and she said I had to paid. I told her it makes no sense to pay a week later for the same issue. She wanted to get loud and say it was probably a bad batch of batteries that I bought. Thats right, she said a bad batch of batteries. Picking up on my frustration she knocked off $100 and said I have to pay the $89 which I did to get the tech out of the house. I asked to speak to a manager and she said she was the manager, and I said to speak to the owner and she said he doesnt come into the ********* far, one of the worst customer experiences Ive ever had. How are you gonna make a customer pay more money a week later after youve already paid. You obviously didnt fix the issue and now l have to pay for your wrongdoing. Im not even 100% sure that its gonna work tomorrow and if it doesnt then what? Call you back out to have to pay another $189??
Business Response
Date: 01/30/2025
To whom it may concern,
Our service manager will contract the custmer to explain the service fee and resolve the concern.
Business Response
Date: 01/31/2025
Called Cyprus Air and Heating because my fireplace wasnt working. They sent a tech out and he said it was low battery volt which wasnt communicating properly from the unit to the remote. He did a hard reset and it worked. The next day it stopped working. I called to have a tech come back out several days later. The same tech came and again said it was low battery volts. He replaced the batteries and it worked again. As he was leaving he said I owe $189 for the service call. $189?? I just paid $230 last week and you are back here for the SAME issue. He called the manager and she said I had to paid. I told her it makes no sense to pay a week later for the same issue. She wanted to get loud and say it was probably a bad batch of batteries that I bought. Thats right, she said a bad batch of batteries. Picking up on my frustration she knocked off $100 and said I have to pay the $89 which I did to get the tech out of the house. I asked to speak to a manager and she said she was the manager, and I said to speak to the owner and she said he doesnt come into the office. By far, one of the worst customer experiences Ive ever had. How are you gonna make a customer pay more money a week later after youve already paid. You obviously didnt fix the issue and now l have to pay for your wrongdoing. Im not even 100% sure that its gonna work tomorrow and if it doesnt then what? Call you back out to have to pay another $189??

The customer has to pay if the batteries the cusomter provided are low in charge. If we sell the batteries and our batteries were at low charge, then we will not charge the customer. Our service manager is contacting the customer to expalin this.
Initial Complaint
Date:01/24/2025
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.
I had Cyprus Air come out to repair my gas fire place on 12/6/24. They had to order a wire harness. I had to pay for this in advance which I did. Now when I call to get an update they say they will call me back and never receive a call back. Have no status on the part or when the repair will take place. When I call, it goes to an answering service and not them directly. I paid by check and the check did clear so they received their money.
Business Response
Date: 01/25/2025
To whom it may concern,
It is completely our fault that we missed to order this part. Per cusotmer's request, we will finihs this job and will order the part on Monday 27th.

Thank you for letting us know!
Customer Answer
Date: 02/07/2025
It has not been resolved. All this time and the harness for my fireplace was never ordered. They have been paid with no repair done. They said they would call me when the part comes in. This has been several weeks. Do not close this complaint out. Still very active.

Thank you.
***** ******
Br
Business Response
Date: 02/20/2025
We have the part now and schedukign it with the cusomter.

Part In Slot 16 2/5/25 8:52 Ready To Schedule Wire hardness
Business Response
Date: 02/20/2025
Talked to the customer, apologized the delay and provided him with my personal work number if he has any further issues down the line with any services we provided. Customer is satisfied and we will service him this Sunday.
Customer Answer
Date: 03/04/2025
They finally came out with the harness and fixed my fireplace. Working good. Only took 3 months to fix it.
Initial Complaint
Date:12/12/2024
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.
In September 2024, we contacted Cyprus Air when our thermostat stopped working. A technician visited our home, replaced the fuse in our HVAC unit, and recommended a new thermostat for nearly $1,600. Cyprus installed the original HVAC unit as Lowes Installer. Given that our HVAC system is relatively new, we asked for a basic thermostat instead. The technician could not provide a clear diagnosis of the original problem but insisted that replacing the thermostat would solve it. We were charged over $400 for this visit and were pressured to sign a 12-month service agreement, which promised a 15% discount on future bills, a one-time annual checkup, and a $20 monthly fee. We previously canceled our service in 2022 due to poor experiences, including missed annual checkups, but were assured that this time would be different. Last Thursday, we faced an emergency when the new thermostat failed. We called Cyprus Air multiple times over three days, but our calls went unanswered or were directed to an answering service. They scheduled service for December 17th, despite our urgent situation. They claimed that no technicians were available right away. After 8 to 10 unsuccessful attempts to reach them, we contacted another provider due to my wife's health condition and the low temperatures. They arrived that same day, discovering the real issue was with the wiring, not the thermostat. They also informed us that the original thermostat was likely functioning correctly. Cyprus attempted to sell us a replacement at $1,600, significantly above its actual market value and took our old thermostat. I tried to cancel our service plan today, when they informed me that I would need to pay $603 to cancel the $20 monthly plan due to a minimum commitment, showing a lack of empathy. I respectfully request the cancellation of our service agreement with Cyprus Air, as they have failed to deliver the promised services and their practices are unprofessional. Thank you!
Business Response
Date: 01/08/2025
To Whom It May Concern,
We apologize for not having availability and the delay to getting back to the customer.
We can refund the monthly payments paid ($60) back to the customer within the next 5 business days.

Thank you.
Cyprus Air
Initial Complaint
Date:12/10/2024
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.
Details of Visit:Arrival:The technician arrived on time but reluctantly explained the fees: $464 for same-day service or $200/month for a maintenance plan, presented as the only options. The technician seemed accustomed to addressing dissatisfaction with the pricing, which felt excessive for simply lighting the fireplace.Decision to Proceed:Reluctantly, I paid the $464 for same-day service. The technician was pleasant and confirmed the fireplace was operational before leaving around 3:30 PM.Post-Service Issue:By 4:00 PM, the fireplace failed to light, and the pilot light was non-functional (timestamped video available).Follow-Up Call (Dec 8, 2024):I spoke with ******, who dismissively stated, "Everything costs money," and insisted on additional charges for a follow-up visit. Despite explaining the fireplace stopped working within 30 minutes, he refused to acknowledge the failure of their initial service and pushed for payment, escalating the issue with an unprofessional and condescending tone.Subsequent Communication:I have ignored four follow-up calls from Cyprus Air and will not respond until I receive written confirmation that the issue will be resolved without further charges.Concerns:Excessive Pricing: $464 is unreasonable for a failed service.Service Integrity: The fireplace failed shortly after the technician left.Unprofessionalism: Eugenes tone was dismissive and condescending.Dishonest Practices: The focus on upselling plans or replacements over ensuring a functioning fireplace is unacceptable.Resolution Requested:Schedule a follow-up visit at no cost to resolve the issue.Provide written confirmation via email before scheduling.I did not request a maintenance plan or replacement systemonly a functioning fireplace. Cyprus Air must take responsibility and resolve the issue promptly and professionally.
Business Response
Date: 01/13/2025
To whom it may concern,
Details of Visit: Arrival: The technician arrived on time but reluctantly explained the fees: $464 for same-day service or $200/month for a maintenance plan, presented as the only options. The technician seemed accustomed to addressing dissatisfaction with the pricing, which felt excessive for simply lighting the fireplace. Decision to Proceed: Reluctantly, I paid the $464 for same-day service. The technician was pleasant and confirmed the fireplace was operational before leaving around 3:30 PM. Post-Service Issue: By 4:00 PM, the fireplace failed to light, and the pilot light was non-functional (timestamped video available). Follow-Up Call (Dec 8, 2024): I spoke with ******, who dismissively stated, "Everything costs money," and insisted on additional charges for a follow-up visit. Despite explaining the fireplace stopped working within 30 minutes, he refused to acknowledge the failure of their initial service and pushed for payment, escalating the issue with an unprofessional and condescending tone. Subsequent Communication: I have ignored four follow-up calls from Cyprus Air and will not respond until I receive written confirmation that the issue will be resolved without further charges.
Acknowdged the customer's concern.
Concerns: Excessive Pricing: $464 is unreasonable for a failed service. We agree that the follow up service should be included.
Service Integrity: The fireplace failed shortly after the technician left. We will show the cusotmer how to light a pilot light for the future.
Unprofessionalism: Eugenes tone was dismissive and condescending. We will be taking training action with our customer service reps.
Dishonest Practices: The focus on upselling plans or replacements over ensuring a functioning fireplace is unacceptable. We must service and maintain the existng system in order to light the pilot, so we do not agree with the dishonest practice, however we will be taking training action with our service techs to explain our services better to our customers.
Resolution Requested: Schedule a follow-up visit at no cost to resolve the issue. Provide written confirmation via email before scheduling. I did not request a maintenance plan or replacement systemonly a functioning fireplace. Cyprus Air must take responsibility and resolve the issue promptly and professionally.Our service manager will be contacting the customer via email and confirm we will be coming out to servcie and show the customer how to light the pilot light for the future.
Initial Complaint
Date:11/18/2024
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.
The listed # maybe wrong. The # is ************. **************.July 16th, and it was working fine. I turned the heat on somewhere at the end of October and keeping the temperature to 72 degrees. Late evening on November 14th, I turned the thermostat up to 76 and noticed that the unit was completely shut down; it was 65 degrees in my house. I contacted Cypress Air on 15 November, 12:31am and left a message with the service desk, and no one called, and I called again at 9:00am. They asked if I had purchased a maintenance and I stated if I didn't have a maintenance plan, a new system shouldn't completely stop working within almost 3 months. I asked that they send a technician out asap and was told that one would contact me when they're on the way. 8pm, Friday, no one showed up or called. I then called back they said, the technician didn't finish a previous job he was doing and would be out on Saturday, 2:00-6:00p, no one showed or called; they scheduled an appointment for Sunday 8:00 -11:00am, the customer service tried explaining that because the system was installed in hot temperatures, one extreme to another, caused the system to shut down. I stated that it doesn't make sense. He stated that the technician will explain that when he come and check the system. Sunday, 17 November and still no technician and no one called. Not only do they not respect a customer's time, but they also, don't see any urgency in rectifying an issue; I did not have these system for years, it's been almost 3 months. The company may not think the weather is cold enough to warrant them to make this a priority, but a new system stopped working within 3 months is a concern to me on the products that was sold to me. The broken appointments, no contact, says a lot about how customers are treated after they get your money. On the website it states that they have an emergency line, but when I called my request waited until the next day.
I purchased an HVAC unit from Cyprus Air Heating, Cooling & Fireplaces, on July 10, 2024, and the unite was installed 16 July and the system seemed to work fine. I turned the heat on close to the end of October, keeping temperature to 72 degrees. Late 16 November, I turned the heat up to 76 because it was cold in the house, after a while I went to check the thermostat and noticed that the unit was not working. I went to the actual unit and it was completely shut down. I contact the emergency number and left a message with the answering service and Friday morning, no one returned my call. I called back around 9:00am. I was asked if I had purchased a maintenance plan and I stated, if I didn't a new system should not completely stop working within 3 months of purchase. I asked that they send a technician out asap and was told that I would be contacted when they were on the way. 8pm, Friday, no one showed up or called. I called back to the company and informed me that the technician had not completed the previous job and that they would be out to my residence tomorrow, Saturday, 2:00-6:00pm, and that the shut down has to do with hot temperatures when it was installed and the technician will explain when they arrive on Sunday. 17 November, again no one showed up or called. Not only do they not respect a customer's time, but doesn't appear to put forth the effort in resolving this issue, granted that the system is "new". I had this system for almost three months. The technician may think the weather isn't cold enough to warrant them to make this a priority, but a new system shut completely down cause concern of the products sold to me. The broken appointments, no contact says a lot about how customers are treated after they receive the money for the service.
Business Response
Date: 12/19/2024
HELLO,
SORRY FOR THE LATE RESPONSE WE SPOKE TO THE CUSTOMER AND THERES SOME ISSUES THAT WE WANT TO HANDLE DIRECTLY. I THE INSTALLATION MANAGER WILL BE GOING TO THE PROPERTY ON 12/23/24 TO ASSESS THE ISSUES SHE IS HAVING AND I WILL BE TAKING CARE OF ALL OF HER ISSUES DIRECTLY AND PROVIDING MS. **** WITH THE CUSTOMER SERVICE SHE DESERVES.
Business Response
Date: 01/10/2025
Hello,
Left Vm to customer to make sure issues have been resolved.
Thanks
Initial Complaint
Date:11/09/2024
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.
11/2/24 I called Cyprus Air for an estimate on a remote for my fire log after reading an advertisement about remotes on fire units. The sails man came and I explained to him that I had a working manual unit but I needed a remote because I am 72 years and cant get down on the floor to start. He started taking pictures and started to talk about permits, ductwork and gas pipes which is all included in the system price. He gave me a price of $3,624 and I asked why so much? He again revisited the ductwork and permits. Me thinking work had to be done to change system to remote agreed to the contract. He then stated he will give me a senior discount of $500 and the technician could install the unit the following Tuesday. On 11/4/24 technician came to install unit. He disconnected my unit and connected his unit and showed me how to use remote . I asked him about the ductwork. He asked to see my unit and said, this is a new unit? Yes less than two years, new duct and gas lines to the fireplace. He said nothing had to be done. I asked what am I paying $3,144 plus $480. For maintenance? He said you need to call the company. The name on the unit was ******** I looked up the log and it cost $480.00. I called the company and they could not give me a reasonable answer for the price since there was no work to be done. I asked to speak to a supervisor, they take a message but dont get back with me. I sent a text and email asking them to remove the unit and cancel the contract, but no one calls back. This sails man saw a chance to take advantage of an old woman and overcharged me because i didnt know any better until i realized there was no work to be done. I refuse to pay $3,144. For a $480. Log. I want the contract cancelled.Thank you
Business Response
Date: 12/05/2024
Hello,

Please give us an extension on this case. We are working carefully with the customer and will resolve this case within the next 24 hours.

Thanks
Business Response
Date: 01/10/2025
Hello,

We've done everything we were contracted to do. Our salesman went to customers home on 11/02 and presented the customer with a price to replace her existing gas log set. The customer went with what the salesman presented and signed a contract. She even went through a finance company we provide to secure the finances to get the work done. We scheduled for an installer to go out on 11/05 to install the new gas log set and that was done. The customer called in the next day demanding for us to give her money back and she didn't get what she purchased and she wanted a discount. We have installed everything on her contract and the unit is operational. Ms. ******* now wants to pay less than half of what she payed to resolve the issue and we don't feel that to be reasonable. We would love to resolve this issue with her but she will not be reasonable with us and we did nothing wrong we actually provided her with swift and satisfactory service.
Thanks
Business Response
Date: 01/14/2025
To whom it may concern,
We will be contacting the customer to explain what exaclty the process of replacing existing gas log system and why it costs, why gas system requires annual maintenance to keep it safe and up to code.

Thank you!
Business Response
Date: 01/16/2025
HERE IS THE CONTRACT REQUESTED
Initial Complaint
Date:08/24/2024
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.
Retained HVAC installation from Cyprus Air in **********, *** on August 8, 2024. The installer said a part was missing from the furnace and work couldnt be completed until the part was ordered. Two weeks later and four calls and an email still no help from their customer service ***** In addressing this matter.
Business Response
Date: 09/30/2024
Hello we are schedule to go out Friday 10/4/24 to handle the work we will be done

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