Cyprus Air Heating, Cooling and Fireplaces

Horrible experience. Truly felt like they were trying to rip us off. Provider responded quickly and diagnosed the problem as an improperly installed air humidifier. This diagnosis was done while our renters watched the technician. Our renters suggested that maybe the filter was installed backwards after their September 2014 service call. "No, no, that's not it, air humidifier unit "was installed crooked on the wall" and therefor causing the leak." The then gave us a $1,000 dollar estimate to fix the problem. We called the main office to inform them that they installed the system and it was under warranty and therefor they need to fix it. After looking up our records to verify it was under warranty with them, they changed their tune. "We'll send our lead technician out to double check," we were told. Meanwhile our renter turned the filter around and low and behold, the leaking stopped. At this point our question to Cyprus Air Heating and Cooling was: Is your technician incompetent or are you trying to rip us off? We got no answers at first, so we kept calling them. This is when Cyprus Air Heating and Cooling started bouncing our calls around to different managers. Finally, we got it touch with the lead technician who verified "the technician was wrong," it is installed properly, he didn't know what he was doing." But really, what other answer would he give. They certainly were not going to replace the system for $1,000. As this processed unfolded Cyprus Air Heating and Cooling took it upon themselves to illegally charge our credit card that they kept on file since our 2012 AC and furnace purchase. They did not ask permission, they just charged it. They should not even have kept our credit card information on file. We certainly were not going to pay them until the issue was resolved. We immediately filed a stop payment order with Discover Card and asked for an immediate refund for such blatantly poor service. We were refused. Mind you, it was only $89.00, but I refused to pay any amount for an incompetent technician visit my house, trying to rip me off for a $1,000 repair we didn't need, and did not recognize that the filter was installed backwards. Cyprus Air Heating and Cooling then would not return my spouses calls. Only when I called them and threatened to go to the local media with this story, did they return our $89.00 (in under 4 hours). We are a military family, renting the home that needed these repairs, while we live hundreds of miles away. This incident reeked of a company trying to take advantage of that situation. Because after all, the renters just wanted the problem fixed, they did care the cost. We, the homeowners were not local. We could not deal with the problem face-to-face. So, to summarize: 1) Incompetent technician who couldn't tell the problem was simply an improperly installed filter. 2) Recommended $1,000 repair we didn't need. 3) Illegally charge our credit card without permission. 4) Bounced us around from manger to manger and refused to return calls promptly. 5) Refused to refund us the $89.00 service fee until we threatened to go to the local media with this story.

Fixed price package was for A/C check and charging with one pound of refrigerant. Servicer said system needed 3 pounds of refrigerant. The price quoted for the additional refrigerant was around $100/pound (the actual cost of this kind of refrigerant is $10/pound in bulk). There was no way for me to tell whether he was being honest or not, both in the need for the refrigerant and how much he actually put in. I've had other servicers in the past put the fill tank on a scale so it's clearer. So, I feel like I've been baited with a lowball fixed price service, and then sold something that I can't quantify in any way. I'm certainly not happy with the price per pound quoted, and not happy that I can't tell what was actually provided.

With this last episode that will be my last working experience with Cyprus, they were scheduled to perform a duct cleaning about 5 weeks in advance. On the day of the cleaning, they failed to make the appointment (3 hour window) due to a hold-up at another appointment, but did not call to tell my tenants. Therefore, the tenants lost a half day of work. After I called to clarify what went wrong, they apologized profusely, rescheduled for the next morning and offered me a discount ($325 down to $279). They told myself and the tenants we would be the first appointment of the morning, which is 8am, and they would call both myself and the tenants prior to the tech coming out. The next morning, neither call happened and the tech did not arrive until about 9am. The service was performed and the techs left (another half day of work gone for my tenant). That night, the HVAC was making loud noises, so the tenants called Cyprus to report it and Cyprus said they would send someone out the next morning. The next day, the tech came out late in the morning--again without a prior call--and fixed the problem in about 5 minutes. The previous day, the duct cleaning techs had re-installed a filter wrong, which caused the loud noises. This was a third working morning lost by my tenant. Now 6 days later, the heat is not working and my tenants called Cyprus to have a tech come out. More confusion, mis-communication, and lack of follow-through occured during the work day and the tech came (without calling) during a time my tenant was not there. Now it's after hours and Cyprus gave my tenants push-back about an after-hours visit, even though the yearly contract I have ($18.80/mo) includes 24 emergency service (for a fee of course) for "heat not working". Cyprus would not come out. I called another service provider. In addition to these episode, I can generalize my issues with them as a severe lack of communication within their own office. They call me instead of the tenant or the tenant instead of me. They cannot keep my billing address straight, despite no fewer than 5 attempts and promises to fix it "this time." I am frequently playing middle-man with Cyprus and have to follow-up repeatedly to try to get them to do what they say. It seems from my end of the phone that the people within their office do not talk to each other. Having worked with them for at least 7 years, I find this unacceptable. Lastly, Cyprus doesn't have any weekend service hours. I used to be a huge fan of this company, but am no longer. If you are a landlord, I would recommend extra caution working with them.

They did very well. Professional, arrived on time, used drop cloths. Explained service well and any followup. Would use them again with no worries.

They did a good job cleaning the vents, but it left a lot of dust around the house.

The work was fine. I stayed on two of them to see that it was done correctly.

I give only 1 star because of their ridiculous pricing and billing options. They offered to charge me the "discounted price of $230 for a comprehensive 24 point inspection" which sounded great and I was ready to book service. But, they then explained that price was only if I agreed to a "maintenance contract" where I'd be billed at $22.00 a month which "paid for next year's visit". I said I didn't want monthly billing and would rather pay for each visit individually and was then told, "The discounted price of $230.00 per visit is only if you agree to the maintenance contract. The only other option is a one-time inspection charge of $464.00." Almost double the price! I explained that I'd rather budget my own money to pay for the inspection visits in full at the time of service. They said, then it's $464.00 for the service call. So, I was offended by this push for the monthly billing for services I haven't even received yet, and wouldn't have received for another year from now. They lost a paying customer today because of this sales tactic. Good luck negotiating the service call rates.

It was drama from the beginning and I should have walked right then and there. They didn't want to honor their advertisement and made up stories of why it was going to cost so much even though the gas line was already installed. They try to throw on some warranties which actually cost twice as much as the contractor I later hired. Beware the warranty also comes with a service fee so overall they are just trying to drain money left and right. They have to pay for all the advertisement they do and so that cost is taken up by the customers who in all reality can buy the same or better system on line and have some else put the system in at 1/5 of the price. I kid you not on a 1/5 since I only paid another contractor $235 to install my system while Cyprus wanted over $1000 to do the save job. I ended saving $1000 for a better system and did not have to deal with pressure tactics that they used, especially when I have to argue with them to honor their advertisements. Overall when they called back to raise the price I was done with them...good riddance.

They are wonderful. We have used them in the past and will continue to use them as needed.

This home improvement was a major splurge for us. The fireplace anchors a large room that combines our family room and kitchen -- but in the winter the area becomes drafty and cold. So, we opted for a gas insert that would provide additional heat, be efficient and not compromise indoor air quality -- and also look great. It does all that, but only time will tell for how long. What sold us was that Cyprus Air explained that these installations require various steps, and they could manage them seamlessly for us, while other companies only manage certain phases. We picked the system and placed a deposit in mid August, and a Cyprus team quickly followed up to take measurements for the installation. Their initial technician who measured for the installation missed the cooper line for gas that runs from the gas furnace connection several feet in the direction of the fireplace. On September 1, a second Cyprus team came to carry out the gas and electric work required for the permit. This second team, fortunately, spotted the other gas line, saving us hundreds of dollars in additional copper piping. Cyprus was then supposed to arrange the inspection in 3 to 5 days. However, this fell through the cracks. I finally phoned in early October and the project got back on track. The inspection took place on Oct 8, and the installation on Oct. 14. But, the technicians left the new insert poorly secured to the hearth, and the whole thing fell forward when you opened the door. Also, the remote control stopped working almost immediately. These issues were addressed in a couple of visits by Oct. 27. Yet, the insert still falls out of the hearth when the door is opened. You would expect better. As luck would have it, our first cold evening of the season arrived the evening before the insert was installed on Oct 14, and my furnace would not kick on. The Cyprus technician installing the gas insert very kindly tried to get it to work, but could not and diagnosed a costly repair that likely meant it was past time to replace our 23 year old furnace. I received that same day a competitive quote from Cyprus Air to replace the furnace. But in the end I chose to go with a more local company (I live in Maryland), and it was really my inconsistent experience with the installation that led to this. In my interactions with either a service or sales representative (I don't recall) from Cyprus, I expressed concern that the gas insert investment was really expensive but the electronics may not be reliable, The response I received was that I had purchased a top of the line system, that I myself may have caused the remote control to break down by pressing the wrong buttons, and I was "over-analyzing the issue." These responses, as well as concerns about their technicians, did not inspire confidence. And the "B" rating on Angie's list errs on the side of kindness.

Called Thursday and they had it fixed on Friday thanks Jason D the tech. He was very polite and knowledgeable as was Ronda the person who made my appointment.

We had our fireplace converted to gas by this company about 8 years ago. We have used them for service but we have always had issues scheduling the service time we needed an having technicians show up on time. This past year, we signed up for their "preferred customer" service where we paid ~$20 per month ($240 for the year) to receive preferred customer service when we needed our annual service done. We scheduled the service to accommodate our work schedules and twice now, the technicians have not shown up. I contacted the dispatch manager twice and have not gotten calls back and I left a message for the corporate manager to call and have not heard back (1 week ago). So, they have collected our $240 for preferred service and we have received nothing. I don't recommend this company. UPDATE: The technician finally serviced our fireplace today. He was very professional, clean and competent. Our experience is the technicians for Cyprus are good - the schedulers and management...not so much.

After numerous delays, the technicians finally arrived for the process. Only one guy really knew what he was doing. To make a long story short, the installation failed WSSC inspection three times --there was total confusion between the scheduler at Cyprus and WSSC and I wasted two days waiting for the inspector to appear (sometime betwnn very early morning and evening!) Because the unit was not functioning at one point, a Cyprus tech came to the house (Her was very competent and professional) and apparently got things in order. I rarely use the fireplace but things worked ok for a few months. After about 5 months of disuse (I didn't touch any of the equipment in the meantime), I attempted today (Oct 26, 2014) to ignite the fire using the remote control (new batteries installed in the remote). There were click, click, clicks to turn on but nothing happened. Cyprus Air informed me that a follow-up visit would be at least $230.(to start) no matter what the problem and that I would be obligated to pay$33 each month towards next years maintenance (whatever that means) -a figure of $630 was also thrown out for maintenance. I deal with service representatives from numerous specialties all the time and I was floored by these costs quoted by Cyprus. The problem could be nothing more than an extinguished pilot -I do not want to fool around with gas. I called another provider from Angies List who is coming on Saturday and I will write a review following that visit. and would never recommend. Despite their overwhelming advertising (why I called in the first place), I get the feeling that Cyprus Air's primary motivation is $$$ as opposed to customer service. I have already steered friends away from this operation --my personal experience. Others, of course, might disagree

The entire team from Finance, the General Manager, Installation Management/ Installation Team, Schedulers, Customer Service Reps, and Sales Associated were very professional. I did not have one bad experience. My system really needed to be replaced; it was over 24 years old. The Cyprus Installation Team Manager worked to meet my time schedule since I hand elderly parents in the home, and although I was so excited about getting a new system that I confused the installation date, There was a rapid change in temperature and I was concerned that my current system would malfunction. I received 3 proposals from Prominent well known companies. Cyprus air offered a higher Seer System (16 Seer) for a more competitive price. When the competitors were offering a 13 to 14 Seer for substantially more. I know that I reached the right decision when I chose Cyprus. They made this project achievable and affordable. Thanks for helping me keep my family warm this winter.

Terrible. See above.

It was great. They were several thousand dollars less than the people we had servicing our system before. They completed the job in one day, cleaned up very well, and everything works perfectly. I couldn't be happier with their work. They did everything exactly like they said they were going to, and basically the next day after calling.

They were excellent. They were prompt and the technician told me what needed to be done.

They guy didn't install the condensation thing correctly at all. We had to have it come back out. We had to pay for additional work on that. The guy that was sent out wasn't really qualified to understand. He just put boxes in. They were responsive.

Regular fall maintenance check and cleaning is under 2-yr contract. Price above is approximate price for 2-yr contract. Servicemen were very professional, prompt, courteous, thorough, and informative. In the past when I've had a follow-on issue, Cyprus Air has always been very responsive and scheduled someone to come out quickly.

I waited two hours for a fireplace estimate that had a window from 5-7pm. I call at 645pm asking where the estimator was and was told they had to reschedule. This no show appointment cost me two hours of work, unacceptable.

I've been with Cyrus for over 5 years. They are always professional, timely and helpful. Their technicians are polite and well trained.

Fine. Although they could have cleaned up after themselves better.

There was no charge on the day because we signed up for twice-yearly service calls. We pay $18.80/month, sort of like an insurance policy. It really is a win/win for us both. During spring and fall they probably don't get as many service calls so it's a good time to check equipment before it gets heavily used. I think of it like going to the dentist twice a year, to avoid trouble later on. We have been on this plan for five years now. If I am really lucky I get my favorite technician, Mathew. He is extremely knowledgeable plus it's nice to see a familiar face. The other GREAT thing is that he came on the early side of the four-hour-window. That made me very happy. If you are a member of the Cyprus Plan and you have a heating or cooling emergency, you are given priority. That is a big benefit. Another good thing is the fact that they have an actual brick-and-mortar showroom, they are not just a phone number. I like that.

I think the ducts are clean and I know they were very dirty, probably had been 15 yrs. since last done. I should have gone through the house and checked all the vents that had been taken off, but I trusted them and didn't. Later on I found 2 vent covers not put back on and dirt all over the floor. There was a third room where the vent cover had been put back on, but there was dirt all over the floor. I would use them again if there was a BIG DEAL for $165.00, but not for their usual $449.00, and I'd certainly check the house before they left.

Cyprus Air called a month ahead to schedule the appointment. They arrived on the date scheduled and within the time frame agreed upon. There was a main technician and a man in training. They were both friendly and wore clean uniforms. When they first arrived the fireplace would not respond to the remote starter. The technician trouble shot the problem and had the unit operational within 8 minutes. The technician performed his work very professionally. He laid out a canvas tarp to prevent ashes from staining the carpet. I had purchased a new electric carbon monoxide monitor and he took time to discuss it's importance and where to place it. The Fireplace was fully operational when he left. I was impressed!!!