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

54 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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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:04/11/2023
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.
Since March 3, I have been trying to get Cypress to order a replacement remote for my fireplace. A tech came by on 3/10 to confirm the remote is no good. Said he would have someone order one. 3/13, I ordered the remote myself. On 3/16 I called to have someone come program it. Was told no because I didn't order it from them. She would order it. Called on 3/28 and was told it had been ordered and someone from the parts department would call me. No one called. On 4/15, sent an email documenting my efforts. As of today, no response from Cypress Air. I did not spend almost $5000 on a fireplace that, after 3 years, is no longer operational because of something so simple as getting a remote.
Customer Answer
Date: 05/09/2023
See Attachments
Business Response
Date: 05/18/2023
Good Day,

Thank you, and *****************, for bringing this matter to our attention. I assure you that we want nothing less than a positive resolution for *****************. We have made prior attempts to install a remote control that would operate *****************' fireplace, unfortunately the models we attempted to install were not compatible with her unit. We have been unsuccessful in finding the compatible up until today, we have located the proper remote and the order has been placed. When the remote arrives, I will contact ***************** to schedule the installation. I have reached out to ***************** to inform her, but unfortunately I was not able to make contact. I will continue to attempt to reach her. We look forward to resolving this concern. Thank you again for your time.

Best regards,
Cyprus Air Heating and Cooling
Customer Answer
Date: 05/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

1. They have NEVER attempted to install a new remote
2. The first time they attempted to contact me was on May 17. I was not near my phone, so missed the call. He did, however, leave a voice mail
On May 24, I did speak to someone from Cypress and arrangements were made to have a technician install the remote on May 26
Regards,

*******************************
Customer Answer
Date: 05/26/2023
From: *** <*****************>
Date: Fri, May 26, 2023 at 10:38 AM
Subject:
To: *********************** <*******************@mybbb.org>

I wanted to let you know my complaint against Cypress Air has been resolved. Received the remote and fireplace is working

Thank you very much for your help
Initial Complaint
Date:04/11/2023
Type:Product 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.
Cyprus Air is billing me for a maintenance plan I was unaware I still had, even after I cancelled, and continues to send me requests for payment despite ******** ruling in my favor in the dispute I raised. See below: I bought a gas fireplace from Cyprus Air in Falls Church (9/2020), but due to scheduling hiccups on their end that resulted in a monthlong exposed enclave in our back den where the fireplace should have been, they gave us a free year of maintenance. I then made a note on my calendar at the start of that free year to check my bank statement to see if Cyprus was going to charge me anyway, and they did. I called their customer support 4 times over the next 2 weeks to speak with billing and accounting, and was informed each time that they were unavailable. The first three times I left a message and requested to be called back 'urgently' but never heard from anyone. I then posted a review on ****** maps recounting my experience, at which point I did hear back from customer service (11/22/2021) telling me that I would no longer be charged, and will be reimbursed by 11/26. This did not happen and I continued to be billed. On 12/06/2021, they reached out again saying I'll receive a refund by 12/10. This again did not happen, at which point I disputed the charge with ******** and they ruled in my favor. On 1/31/23, I received an email stating that I owed $188 in past payments to Cyprus. I reached ******** (2/2/23) who informed me that the maintenance plan renews automatically unless I call to cancel, so it ended up renewing after my "free" year, despite email correspondence with a prior representative who made it sound like I had to opt in (see CyprusEmail attached below). I agreed to the charges and cancelled the plan, knowing that I would dispute them with ******** (2/4/23), and on 3/14/23 ******** ruled in my favor and reimbursed me. A few days ago, I received another bill for $235, which includes a charge for a month of service after I cancelled.
Business Response
Date: 05/09/2023
To Whom It May Concern,
The refund of $47 was processed and balance was removed from the customer's file.
The maintenance was cancelled and extended warranties have revered back to normal warranties.
Thank you,
Cyprus Air
Customer Answer
Date: 05/17/2023
[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, provided that the actions taken by Cyprus include no more attempts to collect on any erroneously charged maintenance plan payments.

Regards,

*************************
Initial Complaint
Date:02/28/2023
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.
Cyprus Air replaced my wood burning fireplace wit a Gas one officially in April 30 2021. it failed the County inspection the first time but passed it the 2nd time. The unit only lasted 1 winter and now it is leaking gas "the actual unit not the line". I called CA several times and they refused to inspect without me paying the $464 inspection fee. the unit is shut down as it is leaking gas and causing health issues to my my family. I need a replacement of the unit as it is as I understand the issue is internal to the unit and can't replace a part. I was sold a Lemon for almost $5000 back in 2021. The staff are very rude when I talk to them over the phone and all they care about is collecting the $464 inspection fee. They are all supervisors as I was told.
Business Response
Date: 10/20/2023
Hello,
My name is *********************** with Cyprus Air I spoke to customer to resolve his issues. The last time we went to the home was 7/21/2021. The customer says he and his family feel unsafe so we will do a complimentary check up on the fireplace to ensure the customer is safe. Any visit after this will have to be a paid visit.
Business Response
Date: 10/20/2023
We are scheduled to visit customers property on 10/24/2023
Business Response
Date: 11/09/2023
Hello,

We performed on 10/24/23 and we checked for gas leaks, log placement, and other possible issues with fireplace. No issues found at this time. Cleaned burner and refreshed embers. Explained operations in full to customer. No issues or concerns at this time. Fireplace working with no issues. We would also like to extend a visit for next year to the customer to show again the system is completely safe to operate.

Thanks
Customer Answer
Date: 11/10/2023
[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:02/23/2023
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.
I am making a complaint about Cyprus Air in Alexandria, VA. I bought and paid for a fireplace insert in Nov 2022, and it was installed on Dec 26 and still hasn't been finished.- They ran a gas pipe outside my unit which was against the contract and had to be removed. The siding was damaged and they still haven't fixed the holes or the siding.- They haven't completed the job because they have showed up 3 times with the incorrect sized protection screen and didn't have the remote for weeks.-When the remote arrived the installer couldn't pair it. Another installer came and did it in 30 mins.- It has been 2 months and I am sitting with a hole in my wall waiting for them to finish the job I have already paid for.-I have always had to initiate calls to get to the next step. -At present I am sitting with a hole in my wall for two months.
Business Response
Date: 03/21/2023
Regarding Complaint ID: ********

Currently, we are in communication with the customer to get this project back on track. We were recently at the home on 3/07/23 for repair work. We do apologize for delays and laps in communication. We look forward to getting your project completed asap.
Initial Complaint
Date:02/19/2023
Type:Billing 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.
I agreed to renewing a Service Contract with Cyprus Air in October, 2021. Following their yearly cleaning of my gas fireplace, I called to cancel this Contract in October, 2022. I continued to be billed the monthly charge of twenty two dollars in November and December, although I called to reiterate that I had closed my account. I was then charged thirty dollars in January, 2023. I called Cyprus Air for an explanation and refund. ***************************, Manager, replied through email, that my account would be canceled. I again notified her that I expected a refund of what I had been charged. I did not hear from her. I called twice more and, while not reaching her, was told that ****************** left me the message that a check would be mailed to me to be received within 3 to 5 days. No check has arrived.
Business Response
Date: 03/21/2023
Regarding Complaint ID: ********

Currently, we are communicating to the accounting department. After looking deeper at your concern, it looks like to the approval for the cancellation and refund of the $30 was approved. Then lost in communication afterwards. We do apologize and I will make sure I press this issue until there is a resolution. I should get confirmation of the check being written and sent soon. When I get confirmation, I will notify you asap.
Initial Complaint
Date:02/17/2023
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.
We were scheduled for regular maintainer of our fireplace today between 8am and Noon. It is now past 3:30 and no one has shown up to do the job. I am self employed and have lost $1132 waiting for your service person. I intend to deduct this amount from my monthly bill unti $1132 is recovered.
Business Response
Date: 03/21/2023
Regarding Complaint ID: ********

Currently, we are cancelling your maintenance plan per your request. We do apologize for the missed appointment. Unfortunately, when the schedule was being re-worked for efficiency. Your appointment was accidently put on the wrong technician and was lost. We can schedule you for a free maintenance now and another 6 months from now to help maintain your system. We would like another opportunity to try and provide better service.
Initial Complaint
Date:02/17/2023
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.
On 11/15/22 I placed an order for a woodburning fireplace insert with Cyprus Air in Alexandria VA. After 3 months of waiting for an item that I was told was in stock the insert was installed. The next day after starting a fire it was obvious that after 4 hours there was minimal heat coming from the blower. I contacted Cyprus and they sent a tech out on Feb 6. He assessed that there was nothing wrong with the blower, but the unit seemed small. I observed that the 1.5 cf firebox only would hold 2 small pieces of firewood. It was obvious at this point that this insert could not heat my 750 sf family room. I have talked to my salesperson on several occasions to no avail. This $6120 project has been a bust and Cyprus Air needs to do better.
Business Response
Date: 03/16/2023
Regarding Complaint ID: ********

Currently, on 3/10/23 we had a site visit with our site inspector come out to identify the issues of concern. The concern being the fireplace does not heat the room as intended. His notes indicate the insert space will allow a bigger fireplace unit.

We are in communication with the customer and are working to bring this project to a favorable resolution for the customer.
Customer Answer
Date: 05/10/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

I purchased a woodburning fireplace insert in October 2022 from Cyprus Air of Alexandria, Va. for $6120. After several months of waiting and inquiries the insert was installed on Feb 1, 2023 Upon firing up the insert and many hour of use it became apparent that the insert was inadequate to heat my room. After a week of phone calls I received a return call from Cyprus Air management. After a inspection of the unit and upper level management discussion Cyprus agreed to a upgraded insert model for the cost difference of the original model 1900 and the upgraded 3500 model. The upgraded model was ordered March 29. I was told it would be about 2 weeks to delivery. To date it has been over a month and no word from Cyrus. In addition the required chimney cap on the vent pipe was blown off. This 7 month project has been frustrating and needs to be resolved.

Finish the Job
Regards,

**** ******
Business Response
Date: 05/11/2023
To Whom It May Concern,
We are scheduled to go out to the customers house on 5/18/23 to install the cap and finalize the project. We apologize for the delay but the job is on schedule and we have some of our best isntallers coming out.
Thank you,
Cyprus Air
Customer Answer
Date: 05/15/2023
[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:02/09/2023
Type:Order 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.
Cyprus Air installed my gas fireplace in December 2022. On February 8, I received an email alerting me that I was two months late on my monthly maintenance fee ($40 per month) and that I owed them $120. I didn't even know I had a maintenance plan or that I was overdue on any payments. Cyprus acknowledged that this was the first invoice they had sent, but said they had been trying to reach me by phone. I had no record of phone calls from them since December 6, 2022 which was a call about re-scheduling part of my installation not about a maintenance plan. The employee I spoke to was hostile and unprofessional.Once I connected to a manager, she explained that I had agreed to the maintenance plan in my contract which she produced for me. This was the first time I had ever seen this contract and my salesperson never told me I was signing up for a monthly maintenance plan. I currently have a hard copy of a "contract addendum" but it says nothing about a monthly maintenance plan. I signed something on an electronic tablet which I assume is the contract document that Cyprus sent me yesterday, but I did not see the box checked about the maintenance plan or about the supposed "discount" I was given. The manager was also hostile and unprofessional.I do not want any nor have I received any maintenance service from Cyprus as I will never do business with them again. While they have produced a document with my signature, I attest that I never saw a copy of that document until yesterday, the salesperson never told me that I was signing up for a maintenance plan, and I never received an invoice or phone call about said maintenance plan until more than two months after it supposedly was put in place. I also have a signed contract addendum that does not include any information about a monthly maintenance plan. I do not want to pay them anything beyond what I already paid.I request that Cyprus adjust remove me from their maintenance plan and adjust my billing.
Business Response
Date: 03/16/2023
Regarding Complaint ID: ********

Currently,we are reaching out to mediate the miscommunication regarding the maintenance plan that was started with the installation of your fireplace. I can understand your frustrations with not receiving the full details of the agreement. Ive also seen your frustrations with our communication after youve reached out for clarification. We apologize for the experience you received, and wed like to cancel the maintenance per your request.

It was explained in the last phone conversation the maintenance agreement plan was discounted off the total amount. Due to the maintenance agreement being cancelled, we would need to collect the discount given for that service and that will bring the price of the system from $1675.86 to $2155.86, what you would have paid without the maintenance discount originally. The total amount owed is $480, this covers the upfront discount given when enrolling in the maintenance plan. In the last call with our office, you agreed to pay the $480 and cancel the maintenance plan. Please contact our office at your earliest convenience and we can finalize the adjustments.
Customer Answer
Date: 03/24/2023
[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:01/09/2023
Type:Order 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.
On July 20, 2021, my wife (****************************) and I (*************************) signed a contract with Cyprus Air to pay $13,383 for a new compressor (the ****** Elite *****), furnace (the ****** Elite *******), and humidification system (the ****** Healthy Climate ********). We also entered into a $40 a month service plan with Cyprus Air that entitled us same day service, and annual cleanings/maintenance. Our humidification system did work following the system’s installation on October 25th, 2021. Moreover, 5 attempts by Cyprus Air technicians to resolve the problem failed. A single trip by a technician from a competing HVAC company resolved our issue. In short, Cyprus Air has not delivered the services they agreed to provide. We request a full reimbursement of the maintenance fees we have paid to date ($640), and compensation for the fees we paid to make our system operational ($672.97). The sum of these fees is $1312.97. This sum is small relative to the irritation and inconvenience that Cyprus Air has caused us. As of now, my wife and I have chosen not to pursue compensation for pain and suffering. My son and I have winter eczema, and the dry air in our home has exacerbated these conditions.
Business Response
Date: 01/26/2023
Regarding Complaint ID- ********

Currently, we have reached out to the customer to get clarification as to the issues they have experienced. The maintenance agreement has been cancelled. Knowing what services were provided and an invoice from secondary company, will help determine the best course of action. We hear the concerns presented and intend to communicate with the customer on the best solution to move forward.
Customer Answer
Date: 02/10/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Following a review of our case, Cyprus Air rejected our claim. They contended that they had provided the requested service to the best of their ability. I don't dispute that. Nonetheless, Cyprus Hill technicians couldn't fix a humidification system that their technicians installed improperly, even after 6 attempts to do so.
A competitor to Cyprus Air was able to fix the unit after a single visit.
We intend to further pursue this matter in small claims court. Based on our experience, I would strongly advise other consumers not to do business with Cyprus Air.

Regards,

*************************
Business Response
Date: 02/20/2023
Regarding Complaint ID- ********

Currently, We believe weve provided you (****) with a reasonable response and reaction regarding the issue presented. We do apologize for the for the inconveniences you felt. As a last good faith offer, we would like to offer you $150 in compensation for the issue you experienced.

              Its our goal to always have installations go perfectly, unfortunately with the volume and human error factors, this cant always be the outcome. We responded and sent technicians many times to your home without delay. Your full HVAC has been working since installation.
Customer Answer
Date: 03/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I do not believe that $150 is adequate compensation for the inconvenience and expense that my wife and I experienced.
Moreover, since my wife and I made our original complaint to the Better Business Bureau, it has come to our attention that Cyprus Air did not take out a permit for the furnace installation that was completed on October 25, 2021. We filed a Regulatory Complaint against Cyprus Air in February 2023. After we filed that complaint, Cyprus Air was contacted by ****, and compelled to issue us a permit for the 2021 installation. We currently have a permit, ***-************, that Cyprus Air filed for on February 15, 2023.
Our furnace inspection will be completed on Tuesday, March 27, 2023. Once that inspection is complete, we will have a better sense of the extent to which Cyprus failed to met their contractual obligation to my wife and I.
Regards,

*************************
Business Response
Date: 04/05/2023
Regarding Complaint: ********

                We’ve re-established contact with this customer and have provided the permit for the inspection and completed some work to make sure everything with the customer’s existing HVAC components is up to code. The final inspection is set for 4/6/23.

               We’ve also made a final compensation offer to the customer. We will continue to work towards a mutual resolution.
Customer Answer
Date: 04/12/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Cyprus Air offered $400 to compensate my wife and I for the expense and inconvenience that we have experienced since 2021, when Cyprus Air improperly installed our humidification unit.
It's worth restating that Cyprus Air was never able to complete our installation, even after 6 visits from Cyrpus Air technicians. It is also worth restating that I had to file a regulatory complaint with **** to get a permit for my furnace and to have it inspected.

From my perspective, the $1312.97 my wife and I requested is a lower bound on the value of our injuries and expenses.
Regards,
*************************
Business Response
Date: 04/27/2023
Regarding Complaint: ********

The HVAC system has been functioning without issue since 10/25/21, the issues were with the humidifier, and we worked to the best of our ability to fix the issue after several visits. We responded to each request, and we managed to get the humidifier working for several months on several occasions. Troubleshooting issues can unfortunately take several visits for problems to expose themselves. Human error can be component, but it also manufactures equipment that can have issues that are not within our control.

The missing permit was a mistake that we could have worked with you, and we did take care of it immediately after we knew what happened. People change positions in the office and these situations can occur. Filing a complaint was your chosen path. We apologize you felt the need to take that route, were happy that the permit is completed, and final inspection passed.

We believe the $400 compensation is the best offer we can provide on an already best price in market HVAC system.
Customer Answer
Date: 05/01/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Implicit in our initial contract with Cyprus Air was the understanding that our humidification system would be properly installed. It was not. Not after our initial installation date, or after multiple visits from Cyprus Air service technicians.
Implicit in our maintenance contract was the understanding that Cyprus Air technicians would be capable of resolving issues with the equipment being serviced. They were not. The fact that a qualified technician from a local HVAC company (*****************) was able to resolve the issue after a two hour visit underscores this point.
In an effort to avoid small claims court, my wife and I are willing to accept the cost associated with hiring the ***************** technician to fix the installation, $672.97.
If we decide to take this matter to court, we will request reimbursement for the costs associated with our maintenance fees ($640) and the costs associated with fixing the improperly conducted installation ($672.97).
Regards,

*************************
Business Response
Date: 05/19/2023
Hello,
We at Cyprus Air would love to address this issue and refund the customer for any services not done. We apologize that it came to this and want nothing more than to get this resolved. Please reach out to me at ************.
Thanks
Initial Complaint
Date:12/31/2022
Type:Order 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.
I placed an order for a fireplace insert on 6/28/22. I was never sent a tracking number or any notification of when it would arrive. It showed up on 7/22/22 dented and damaged which I noted with the carrier, documented and sent to Fireplace Deals aka Cyprus Air. I called and was not able to leave a voice-mail because mailbox was full. Out of the 2 dozen times I called, they picked up 1 time and they couldn't hear me and hung up on me. I emailed on 8/3/22 about the damage again to which I got a response to send over the pictures of the damage again. With no response I email again on 8/9/22 for information. No response so I emailed again on 8/12/22 and received a response of "I will look into this and get back to you shortly". With no response I emailed again on 8/16/22 (no response) and again on 8/17/22 and received the following response "I apologize for the delay in the shipping company getting back to you to continue the warranty claim. What I can do on my end is confirm we can ship out the new fireplace today and get the warranty company to continue the process during your new shipment. Please let me know what you're looking for with the liner so I can specify to the supplier." I emailed 8/23/22 for tracking info, no response, emailed 9/2/22 for an update and no response. Emailed 9/30/22, got a response on 10/1/22 apologizing for the delay and saying they will get back to me on Monday. I emailed 10/4/22 no response, 10/5/22 no response, 10/7/22 no response. I texted on 10/12/22 and received another apology for the delay response and an option of receiving a new unit or getting a refund and keep the damaged kne and saying that if they ship the new unit on Friday it will take 2-4 days for delivery. I responded later that day asking for a new unit. I texted 10/13, 10/18, 10/20, 10/21, 10/26 no response. New unit arrived 11/2/22 damaged again. Sent pictures and documented and still have not received a response or refund or pick up of old damaged unit.
Business Response
Date: 01/27/2023
To Whom It May Concern,

The customer placed an order for a Majestic Product with SKU: ****** which originally arrived damaged, the customer informed the delivery company about the damage and as resolution we sent another one, unfortunately the second one arrived with cosmetic damages such as dents and paint chipped, however the original item shipped was not returned due to the lack of a Return Shipment Label.

We've concluded with the resolution of provide a 30% refund over the item "Majestic Product with SKU: ******" which has a cost of $2099.00 providing a refund of $629.70 and also have someone pick up the original damaged item.

We have called the customer and about the resolution we have taken, and we received a positive answer towards it, for which we'll go ahead and process the refund.

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