Cyprus Air Heating, Cooling and Fireplaces

I begin this review by saying that I do not know the ins and outs of this company’s day-to-day doings, nor do I feel that this has been the operations of this company from its start. I choose to write this as a way of providing others with my story so that they may take caution when dealing with them and so that this company can ameliorate their behavior toward their customers. My journey began in October of 2021 when my husband and I decided to place a gas insert in our traditional open fireplace. I went online and found Cyprus Air. They came to our home and did a quote with us, which we accepted. The goal was to have the fireplace inserted in before Christmas. The first step was a gas line to the fireplace. This was the beginning of the continuous problems that would develop for three years. We had multiple issues with the gas line, multiple technicians sent to our home, and had numerous inspections by Fairfax County fail before they finally sent out their “go-to” guy, who managed to fix the problem, leading to us finally passing the inspection on March 11th of 2022. Let me also note, that I made numerous calls to Cyprus Air during this time frame always with a promise of a return call, that NEVER came. I even walked into their showroom in Springfield to get answers after not being able to get anyone to answer my calls. I spoke with a supposed manager over the phone at some point, who also did not return the calls he made promised to do. I then asked to speak to someone higher, which, as far as I know, I did. That was when their “go-to” guy was finally dispatched. This “higher up” gentleman promised to follow up to ensure all went well. I never heard from him either. During the October to March timeframe, the technicians that were dispatched to our address were unprepared, in terms of supplies. They asked us for paper towels and a ladder at one point. The ladder, which was wooden, they managed to break; I contacted the “manager” who informed me he would look into what he could do to remedy the situation. Nothing was done. Also, during this time, we were being charged for a service contract that we signed up for but had no fireplace to service. When asked, we were told that they would take the charges off the back end. This will come into play later in this story. Also, when they finally did install the fireplace and were removing the boxes from the garage to dispose of, they took a large wall hanging that was still in its box that had just been purchased. This was also mentioned to Cyprus without any resolution. Finally, in May the fireplace was fully installed and ready to go, just in time for summer. We utilized it in the winter of 2022 and in March of 2023, we made our first service call, just to ensure everything was working properly. They came out did a bit of cleaning and left, however, they did not note that there were lightbulbs that were not working. So, we contacted Cyprus Air to let them know this had been missed. They then sent out another technician, who took note of the bulbs and stated that he would place the order, and someone would be in contact to schedule another visit once they came in. We never heard from Cyprus, and we waited for a very long time (mostly because we were tired of making calls). We finally called to check the status of the bulbs (about 6 months later) to be told they had no record of the order and would need to send another technician out to take a look because they didn’t know which type to order. So, the technician came out in November of 2023, took the information, and again stated he would place the order, and someone would contact us. Again, no contact. Also, as another note, the remote for our fireplace magically disappeared after this service call. When I called Cyprus and mentioned that I thought the technician had taken it, but wasn’t 100% sure, they informed me that it would be another service call and $500 to replace the remote. At the beginning of February, I was done dealing with this company, so we called to request the service contract be terminated. Please note, that we signed a one-year service contract and were told it would go month to month after the year and we could cancel at any time. When we called, we were told that they were not sure they could cancel and that there may be additional charges, but that someone would contact us about this. Again, no contact, however, they did set up a service call for us and had someone show up at our home on February 21, 2024. We were unaware of this service call until the day of. No one was at the home upon the technician’s arrival. I contacted Cyprus via the text they sent regarding the service call and stated: “Didn’t schedule service. Asked for a service contract to be terminated.” For which I received the following reply: “ok, sent an email to cancel”. The next day I received the following reply to my cancellation “Good morning, this is Kimberly with Cyprus Air Heating & Cooling contacting you in regards to your request to cancel your maintenance contract. There are 3 more payments due in order to cancel in the of $120. I can charge the card on file for the final 3 payments to complete the 12-month contract and cancel. Please either respond to this text or give us a call at 571-367-9600. Thank you.” I then replied with: “We have had it for well over a year and were told we could cancel anytime after August of 2023. Very confused.” For which the following reply was received: “No ma’am, the contract is 12 months per visit. You had 2 visits with us and made 21 payments, resulting in 3 more payments due. It is a 12-month period per visit. Once you have another visit it renews for another 12 months. This is all stated in the contract you signed.” Needless to say, my reply was friendly back, as I reminded them that we only ever had one service call, but that things were not completed, and to this day had still not been fixed. I also mentioned that I had been trying to get out from “underneath” them and did not trust anything. I insisted that they cancel the contract, and NOT charge me the $120. I may or may not have mentioned getting Lawyers involved at this point also. The reply I received was priceless: “That is fine, the account will go to collections. Thank you! There is a lot of information here, but I feel it is necessary for anyone who is truly looking to deal with this company to have the full story from a “customer”. I wish you luck!

They didn't show up on the first scheduled appointment even though the scheduler said I was next for the tech. Rescheduled and they finally showed up at the end of the day after we were told we were scheduled for 3rd but the tech said we were really 7th. He came with the wrong remote and said ours was a special order even though they provided the remote when they installed the gas fireplace. I donot recommend this company.

I have had my system since Jun 2019 Immediately the system did not work properly. I went back and forth and they finally got the system to work. When winter hit the system would not heat. After replacing the Heat pump I got an uninterrupted winter of heating. Things worked through the summer and when winter hit again the system gradually failed. I called out another HVAC company and they told me the system was leaking and was oversized for the Duct sizing in the house.

Asked for free estimate to replace gas logs that had remote not working. Rep that called insisted I have to have a service tech come for over $400 instead of getting the free estimate to replace that I requested. Very frustrating conversation that was not logical. Why would I pay such a large service fee if I wanted to know cost of new unit before deciding if I would replace or fix. The person hung up on me when I pushed back that it was ludicrous. I was looking for good custome service and did not get it. My original fireplace was purchased here, but will now look at other companies.

It was OK, seems satisfactory. They installed the gas fireplace. It was OK, although the gas line was not covered well. It works, but I don't feel I have have a lot of choice.

IT was very good. Very courteous, prompt and on time. The gentleman was very informative as he was doing things and how.

They did an excellent job, were timely, did what they said they would do and they cleaned up. I would recommend them and I would hire them again.

It was great! They're also professional, punctual and thorough.

It was okay. They came in, checked the filters, and everything on the inside. They were fast.

It was great. It was beyond my expectation. I was totally excited and satisfied. He was very knowledgeable and I was extremely impressed.

It was good. They have a lot of options. They did 2 hvac on me. They were professional and on time. They provided a photo of the technician so I knew who was coming

$417 to replace a capacitor. The tech was on-site for less than 30 minutes. I know that a business has to make a profit. This felt like price gouging to me.

They did an excellent service, knowledgeable technician, we will use them again and we highly recommend them to others.

the installation was incompetent. It required multiple calls and return visits over the first year to correct problems created by the installation. They were stingy about offsetting all the problems they caused with credit towards maintenance. I just found out the orientation of the installation created problems for future servicing. Stay away from this company!

Fireplace replaced 3 years ago by same company, problems ongoing after 10 months with flame cutting out after short time. I left it too long to be covered under warranty and it cost $780 then to replace the faulty pilot assembly ( expense still annoys me today). Most recent issue was resolved by a minor angle adjustment of something that was moved previously - we are on a service contract now. Service folk have been very polite and helpful through it all.

Appt between 1pm and 5pm. Stayed home all day wrapping presents 1 room away from my front door. I got a text at 2pm the person was on their way. At 3:30 I called to check since NO one had arrived. The had a problem contacting the service person and at 4:30 called to tell me he was at my house and no one answered but he left a note. I checked my door and the surroundings but no note to be found. I was told someone could come the next day. I explained that I was having minor surgery that day and had to leave my house by noon. I was told NO PROBLEM we can do 7:am to 11:am. I asked for it to be before 10am. NO PROBLEM the time needed is 30 to 45 min. I received a text that the next day someone would arrive between 7am and 11am. At 11:am the day of the appt, I received a text the service person was on his way. He was 40+ minutes away from my house. When I called to cancel this visit and ask why the 2nd mess up, no one seemed concerned, Just do you want to reschedule. My answer was NO NO NO

Do Not, Do Not, Do Not, use this company. I would give zero stars if I could. I just paid over $2,400 to replace just the fire logs in my existing fireplace. They told me that they were going to replace the firebox, etc. But, when the technician arrived he said that all that needed replaced were the fire logs. When I mentioned to the technician that there should be a significant price adjustment, he said I could work it out with the service department after he replaced the fire logs. Lo and behold, after he completed replacing the fire logs, Cyprus Air refused to change the price much at all. $2,400 for fire logs ... unbelievable. I'm an idiot for not reading all these reviews before I used them and I'm an idiot for letting the work be done before agreeing on a total price. Another warning, Cyprus are requires 50% of the total price as a deposit. So, you're stuck no matter what work they actually do.

Customer service is TERRIBLE. I had an entire HVAC system installed by CA in summer 2016. The install did not go smoothly. Since then CA has ignored me as a customer. They have contacted me only once to see how the system was working. Then it was only to offer me A/C service. I recently tried to schedule a heating winter service. CA FAILED to respond to my online schedule request. Recently I noticed that the insulation wrap installed on the new system is falling off in multiple places. This is unacceptable and evidence of poor service by CA. Insulation on my previous system NEVER came off in over 30 years. I was going to ask CA to reattach the insulation during the winter HVAC service. But, since CA has FAILED to respond I will find another HVAC service to reattach the insulation. I WILL also sign an annual service contract with a company other than CA.

This is a good company to work with for home projects. Overall I highly recommend. 2 small items, ensure you negotiate the price and timeframe. We had a bit of a miss but shantel fixed it. Again overall they are focused on cusmter service and doing it right!

We got a new unit from them, the system is really good but the office is bad. It is when you call them for the check up, it is a pain to make an appointment. They call and cancel and I have already taken the day off, or they just don't call or show up. They finally come out but that was after I called twice and talked to the office manager and them trying to cancel again. Even though I had a credit on my account I had to pay. Initially it was suppose to be preventative maintenance, but he refused to do both heating and AC and only did once, so another guy came out and did the other.

No particular problems with the a/c check. However, I then got a high-pressure sales pitch for the new system, with "this discount price is only good today." Naturally, I found a much better price after comparing quotes from other vendors. But my biggest problem with this company is FAKE REVIEWS. If you search for "Cyprus Air Reviewbuzz," you'll find that site -- which allegedly compiles reviews from other services -- gives the company a four-star rating. I'd estimate, however, that 80 percent of them are fake, and the other 20 percent are critical. It's obvious that Cypress Air staffers are writing many of these reviews -- sometimes a review praising a technician by name will also be signed by somebody with the same name! It's also amazing how often the words "professional" and "courteous" appear in those positive reviews. At the top of its page, Reviewbuzz claims Cypress Air has a four-star rating from Yelp. Actually, the real Yelp page gives Cypress's Alexandria office a 1.5-star rating, based on 58 reviews -- the vast majority of them complaints. Cypress Air is also a member of the Better Business Bureau, which reports 128 reviews, of which an amazing 121 are positive! Guess who wrote those? (The BBB also reports 49 complaints against the company, most of them unresolved.) So, basically, this company gets a ton of complaints, but goes to a lot of work to post fake reviews. This is also known as "telling a pack of lies." Do you really want to trust them, or pay them money for anything? --Graham Vink, Vienna, Virginia (my real name)

The service went well at first. However, when we sold our home in June 2016, I contacted the company to let them know that we no longer owned the home and to cancel the contract. I was assured that there would not be an annual fee deduction. However, in October 2016 the yearly fee was taken out of our account. I have been told several times that my refund was in the mail. We have yet to receive our refund. In fact, on February 8th, 2017 I received a call for a service check. There must be a lack of communication with this company.

DO NOT USE THIS COMPANY!!! I wish I had read these reviews earlier. I just had the same experience as almost every reviewer on Yelp. I Scheduled an appointment because the pilot light was out on my gas fireplace and for general maintenance. When I scheduled, the price for "maintenance" was explained. One time fee of $464 or $230 and then $22/month for a year long maintenance contract. The big problem is that NO work/maintenance was EVER performed! The technician arrived on time and took a look (this is the only good experience!!!) by took a look, I mean he pressed a button once or twice... Within 10 minutes of being here, he proceeded to tell me that it would be $1100 to replace a bad gas valve or approximately $5000 to replace the unit. Which, of course I don't have that kind of money laying around. The tech was here for maybe 45 minutes. Most of which was spent on the phone and writing out the invoice. He then told me I owed $464 for the less than one hour general assessment to tell me my fireplace is broken!!! I have never in my years of owning a home paid that much for someone to tell me something is broken!! This is essentially price gauging! I will NEVER recommend this company to anyone in the DMV area or at all. I will also be putting a review on Angie's List and filing a complaint with the Better Business Bureau.

Lousy. My wife and nanny were home and I was at work. The technician, Dana, was told about the thermostat but he went downstairs and checked on the Furnace and replaced a switch instead of replacing the thermostat. He also charged us for a service contract that we did not want.

They were really good. We had problems with the fireplace and it took me a month to contact them, by the time I contacted them, the warranty just expired. We had to pay out $700 for something, that was a bit dirty but the service was good. It was my fault, the delaying but there was no flexibility. They need to be a little bit more lenient about the warranty issues. The product didn't last the time it should have.