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"Yes but need some damage repair completed."

"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!"

"The company did a great job!"

"Installer put hole through ceiling and they wonâ t accept responsibility for it. They said they didnâ t do it. I was sitting in room when it happened. Not trustworthy. ð"

"It was fine. They were prompt and gave me an estimate on the spot when they did the inspection. They came the next week or several days after and put in everything. I'll give them 5 stars but they never get back to me until now. It depends if depends if I'm going to use them again if they get back at me and answer all the questions that I have."

"It went great! Very professional work. They made me feel comfortable that my issue was handled."