Complaints

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

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  Cyprus Air

  7525 Richmond Hwy Alexandria, VA 22306-2330

• 

  Cyprus Air

  2843 Rogers Dr Falls Church, VA 22042-1423

• 

  Cyprus Air

  802 Rockville Pike Rockville, MD 20852-1224

• 

  Cyprus Air

  7319 Lockport Pl Lorton, VA 22079-1522

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:12/21/2022

  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.

  I had *****************, a salesperson, come for a gas fireplace installation estimate. He took measurements and sold us a set that we wanted for $3817.86 including installation on 11/11/22. On 11/18/22 a on-site inspection was done by ***********************. The on-site inspection revealed that the fireplace set we ordered would not fit in our fireplace. Options were offered but none of which we wanted. We reached out to **** who said he would cancel the order and provide us with a refund. After a week we had not received the refund and I reached out to customer service who informed me that it was waiting on accounting. It is now 12./21/22, I have reached out to Cyprus Air numerous times and received the same answer from customer service each time. I have been unable to get by customer service to determine the issue. I am just looking for a refund.

  Business Response

  Date: 01/09/2023

  Regarding Complaint ID- ********
  
  Currently, The refund has been processed as of 12/13/22. Thank you for your patience and understanding as we processed your request.

• Initial Complaint

  Date:12/16/2022

  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.

  Booked appointment for gas fireplace installation. Paid in full for services, and received confirmation of schedule of service. Initial appointment for paid services was on 9 December. Following that appointment there were to be 2 additional appointments. Technician never showed, and company has yet to return calls regarding follow up, or refund for services not received. We have been able to speak to anyone other than the answering service and the information they are sending is being returned since the email provided isn't in service. We've made multiple attempts and have had no luck.

  Business Response

  Date: 01/09/2023

  Regarding Complaint ID- ********
  
  Currently, our accounting team is processing the refund. We do apologize for the initial problems getting the Technicians to complete your install. We've had several changes in staff and high customer demand, this has presented several scheduling challenges.

• Initial Complaint

  Date:12/02/2022

  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 pay $40 a month in a maintenance agreement to Cyprus Air. Anytime I need for someone to actually come out its a hassle. This time I called Octobe 24th to have a technician come out and troubleshoot the ignitor. I was told the first appointment open was November 26th...a whole month away. The 26th came and went, no technician. I called on the 27th to find out why no one came. My appointment was moved to December 8th with no communication to me. I told Cyprus that this was unacceptable that I need my fireplace working, so a new appointment for November 30th was set. November 30th came and went, no technician, no call to say they weren't coming. When I called Cyprus the next day there was no reason why the technician didn't show. I wanted someone out to my house by the end of the week, but that request was refused. I was to be given a call later on December 1st to work out a better time than another week out, but no call came. Now I am stuck with another appointment on December 9th with no guarantee that the technician will show. I am tired of the poor customer service provided by this company ever since we signed the contract. What do I want? I want the fireplace running no later than December 9th or I want a full year of maintenance fees refunded.

  Business Response

  Date: 12/15/2022

  To Whom It May Concern,
  
  We completed the maintenance on 5/31/22 and everything was operational.
  The customer did call and we were unable to send a field supervisor due to emergency calls overload during this time of the year. 
  Our technician completed a visit on 12/9/22. He found a loose spark wire from the valve and tightened it, the system had no other issues.
  The customers maintenance was also cancelled without any billing or visits going forward. 
  
  Thank you,

  Cyprus Air

• Initial Complaint

  Date:11/22/2022

  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 purchased a new hvac system from Cyprus Heating and Air in August of this year. It's now November and I have no heat. I called Cyprus and asked for someone to come and check the system. I was told by *************************** that I must give them a credit card for next years maintenance plan before she can proceed with sending someone out despite having a 12 month parts and labor warranty. This conversation took place on 11/17. I followed up with an email on 11/18 I am a service connected disabled veteran with a lung disease. I'm forced to sleep by my fireplace to keep warm

  Business Response

  Date: 11/28/2022

  To Whom It May Concern,
  
  We reached out to the customer and booked a visit for 12/2/22. The customer is out of town until then.

  Our technician  will be inspecting the system issues and we will be fixing the issues at that time at no cost to the customer because it is a recent install.

  We do have a note in the account by accounting that the credit card on file needs to be updated due to the customer been enrolled in our maintenance program. 

  If we don't get the updated card its possible to put he location on do not service in the future.

  Thank you,

  Cyprus Air 

• Initial Complaint

  Date:11/21/2022

  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.

  The original date of the transaction is April 8, 2022. I was told that the job of replacing my gas fireplace would take no more than 8 weeks. My first payment was made by credit card in the amount of $6153.37. My last payment of $5853.37 was made by check on August 11, 2022. I made the last payment because I was told it was due because all that remained was the inspection. I was also told that I needed to pay the second year maintenance of the fireplace in the amount of $480 which was also paid on August 11, 2022. There have been a number of errors with this job to include the first fireplace insert not fitting, to raising the outside doghouse, and not having the correct inspection paperwork. I was told that they needed to go to P.G. County for the needed inspection. I have been scheduled and cancelled 7 times for an inspection. On October 20, 2022 I was told they needed a different type of inspection paperwork and No one has time to go to the county. The front portion of my home is cold without the extra warmth of the fireplace. I am a senior citizen and asthmatic and this situation is harmful to my health, not to mention that I feel that I am being taken advantage of. I have filed a dispute for my credit card payment that was made because we are going on 8 months and it seems like there is no intent to complete this job even though they have had me to pay in full, plus a second year of maintenance. The project number for this fireplace replacement is #*********.

  Business Response

  Date: 12/08/2022

  There have been major issues getting the permit submitted from PG county.  We are still working with them to get the permit so the job can be completed

  Customer Answer

  Date: 12/08/2022

  [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: this is the response that I have been given since September. I was told that the issue with the county is that it would require someone's time at the county a good portion of the day, and no one has time.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 01/09/2023

  Regarding Complaint ID- ********
  
  Currently, we will have a permit team member going to the county office this week to start the process of obtaining a permit. We apologize for the delays and miscommunication.
  
  Recently, starting in November; PG county started requiring a team member to come to the county office in-person. Due to COVID and other restrictions we've utilized a lot of remote workers for the permit department. We've had a hard time coordinating a qualified permit team member to go to the office in person.

• Initial Complaint

  Date:11/16/2022

  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 purchased a new air-condition and heating unit system from Cyprus Air on August 17, 2020 in the amount of 7,620, that was not working properly since I had the system. I have no air or heat from this system. I tried to call Cyprus Air on several occasions within the last 2 years. They sent a technician named ****************. He told us that there is a leak and referred me to talk to ****************. She told me that I would have to pay for freon for the new unit that they installed and that was under warranty. I told her I shouldn't have to pay for nothing for a brand new air condition and heating system that was still under warranty. I strongly feel that they did not install the system properly. I feel that they should have put new piping to the units instead of connecting new piping to old piping that been there for over 30 years. Because new units shouldn't be leaking anything if they were tested and installed properly within 2 years. I have called Cyprus Air on several occasions, and I feel they are giving me the run around. I have left several messages for the General Manager ************** to call me back in regards to this matter and I havent heard back from him. I have an elderly mother who lives with me that have severe health issues and we are going into another winter with no heat. I am really frustrated and disappointed with this company. I want Cyprus Air to repair the problem. If not, I'm going to have to take further actions.Thanks

  Business Response

  Date: 12/02/2022

  To Whom It May concern,

  We are able to make the repairs to the system, parts and labor is covered,

  refrigerant is never under warranty so this expense will be the customers responsibility.

  Our GM approved an extreme discount on refrigerant of $525 for 7lbs. Normal costs $1,260.

  Thank you,

  Cyprus Air 

  Customer Answer

  Date: 02/06/2023

  [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:

  From: ***** ******* <**********************>
  Date: Mon, Feb 6, 2023 at 11:46 AM
  Subject: Re: Cyprus Complaint Response (*********)
  To: ***** ****** <*******@mybbb.org>
  
  Gm, *** ******:
  
     I strongly feel that I shouldn't have to pay for refrigerant, because they didn't put in new pipes to the new unit inside to extend to the new unit outside and we never had good serve from the units since they installed them.   I strongly believe that this is what caused the refrigerant to leak which we should not have to pay for because these were new units that came with refrigerant, and they were not even two years old. This is not no fault of mines.
  
      For this reason, I feel that Cyprus should put new parts and refrigerant at no cost to me.
  

  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 02/10/2023

  Regarding Complaint ID- ********
  
  Unfortunately, we’ve provided a fair solution;”
  free parts and labor and extreme discount on refrigerant $525 for 7lbs.” We
  can’t give refrigerant for free. We do understand the system was installed
  recently in 8/2020, but systems sometimes do have issues that arise. We are
  providing more than our responsibility to service the system. Anything
  additional would need to be requested from the manufacturer.

• Initial Complaint

  Date:09/15/2022

  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 purchased a new HVAC unit, it was not installed when it was supposed to because the techs could not finish, they had to come back the next day which was fine. Rather than coming back the next day they came a month later later during which we had no air conditioning and a heat wave. They did only came back after I called multiple times to first request and then demand after multiple no shows. The last straw was when I was charged an additional $2,000 for "additional electrical requirements" that were not discovered by either of the two separate initial walk throughs. Additionally the financing company began collecting payments because the company claimed the job was completed. It has been two months and I have taken 3 full days off from work in the last two weeks (in addition to two others) to wait for a technician that never arrived (keep in mind all of these appointments were scheduled and verified via email and text from the company). Both of my units are missing filters and there is a gap between the duct and unit that is filling my attic with cold air and pushing dust through the system and house making my wife's asthma act up. It has been nearly 3 months now and on top of outrageously high electric bills because of the fault in the system, getting extorted for an additional $2,000 to "finish" the job for something they missed, and seeing that a permit was not pulled until a recently - I have had to take 5 days off from work that they have no showed and cant prioritize getting out here. Between the additional charge, the gap in the system, and the days I have had to take off - I am paying for their problems and they continue to add up. I dont think I should have to pay for their errors and keep missing time from work to pay for bills that are piling up because of their mistake not should I have to be dealing with this for 3 months!

  Business Response

  Date: 10/10/2022

  Regarding Complaint ID- ********;*******************************
  
  Currently, most of the work is complete, and the system is running. Customer's home wiring was not up to code and needed to be brought to code to function correctly and to pass county inspections, this work was extensive. The home wiring would be an additional cost due to it being related to the customers home. This work is unavoidable under any HVAC replacement due to county regulations. Its common for a company to start work on a system and then after getting into the install notice other issues that need to be addressed. As our contracts are written, there is issues that could be encountered and not every issue will be on the expense of Cyprus Air. We are scheduled to return 10/11/22 to replace the breaker. After this is complete well schedule to have the Final Inspection and complete the job.

• Initial Complaint

  Date:08/05/2022

  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.

  On July 22, 2022, Cyprus Air received a $2621.70 deposit to install an HVAC system. I cancelled the install on July 22, 2022 because the company told me that it was not required to have a chimney liner. When I reached out to code enforcement a couple of hours later. I was told that it is required. Cyprus Air claimed that my card was not charged. When proof was submitted, now the excuse is that they process refunds on Fridays. This is the 3rd Friday and there been no refund or credit transaction to my credit card. Also, I was told that I needed a new system. I found that not true. The unit is working perfectly fine.

  Business Response

  Date: 08/18/2022

  Regarding Complaint ID- ********
  
  Currently, The refund has been completed as of 8/09/22. Customer has confirmed the refund is complete.

  Customer Answer

  Date: 08/24/2022

  [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:07/30/2022

  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.

  Purchased a New HVAC from Cyprus the first week of June. The unit haven’t was to be installed on June 16th but did get installed until the 20th. They didn’t complete the install. 3 days and many call later they came and started the air working but still didn’t finish. The air stop working on July1st could not get anyone to come out until July8th. After many calls and complaining,The repair company said that they didn’t have the part needed to repair the Brand New unit in stock. Many calls and complaints in 90 degrees temperatures they finally came out on July 14 and finished installing the ductwork and started that they had the WRONG part. After another 9 days of 90 degree heat and not AC they said they will come out to fix the unit on Monday Tuesday July 26th between 9-12. I took a half day off work again. At 12:25 the tech called and said that he would be there in 45 minutes. I told that I had to go to work. They rescheduled for Friday July 29th. Tech came out but couldn’t fixed the unit properly and stated that the unit fan was running too slow and may have been installed incorrectly. Got the unit running be it cut off again after a couple hours. Each time called Cyprus they acted as if it’s no big deal. After over a month of purchasing a New Unit I still don’t have working AC. I have been without AC in this really hot weather most of the Month of July. Called again today and asked again to speak to a manager and as of now 9:45 pm have not heard from anyone. Management never returns my calls and the operators can’t help they only say that they will pass on the messages. Not sure what to do but I am tried of been hot . My old unit worked find it was just over 20 years old. I want to just call another company to come and install another unit. Just frustrated and hot.

  Business Response

  Date: 08/19/2022

  Regarding Complaint ID- ********
  
  We do apologies for your experience. The components of the manufactures system that failed were not a result of installation. Cyprus addressed the issues as they were presented. Receiving order parts and managing a schedule in the summer months can be difficult.
  
  The motor failed twice and then the capacitor failed. Weve replaced all the necessary parts at no charge and the system is now running correctly.