Cyprus Air Heating, Cooling and Fireplaces

Jay was very knowledgeable and very polite. I had my natural gas fireplace serviced. He took the time to help me understand how it worked and answered all my questions. Great company.

Where do I start: 1) Getting an appointment- 1 Star - I called and requested a service appt on 12/2 for 12/4 - the person on the phone confirmed, however, I never received an email. So I went online and requested an appt for 12/5 (incase the 12/4 was not registered). Not only did I wait in my freezing apt all day 12/4 - I also waited again on 12/5 (for which I received an email stating they received the request) w/o Cyprus coming. I called yet again on 12/6 to understand what happened, and they explained their system was down. I finally got another appointment on 12/9. I suggested maybe having their website updated (to note the issue) b/c the site was still taking appointments and it would help customers to know to call instead of using the site. He stated (in the same call) there was no issue with the site and it was running fine. Again...same person who said their system was down, insisted the site was fine... 2) Service- 2 Star - only b/c the technician was knowledgeable. However, once he diagnosed the problem, he had to call his manager to approve the diagnosis and the purchasing of the part needed. This then turned into a sales pitch for a new system. I refused the system and asked simply for the part (this same technician also tried to sell me more services - which I did not need - system cleaning, vent cleaning and replacement). I held my ground and asked to simply purchase the part which they stated they would expedite since the outside temperate was 20 degrees and I was without heat. They (both technician and man on the phone) assured me it would arrive no later than Tuesday of the next week (1 week - Dec. 16), as it was dangerously cold in my unit. Today is Dec. 18th no part. I called 4 times this week only to be on told by AI - Annie - that my call would be returned, and it was never returned. When I finally spoke to a human - I demanded they call me today and provide any status. The parts manager stated the part would arrive in 1 week (next week). I've been without heat for 16 days now. 3) Customer Service 1 Star - their phone line is never operated by a human. You will wait on hold and be placed in line for the next operator. As you move up (go from caller 3 to caller 2 to being the next caller in line), you think you will speak to a human, only to be connect with AI - named Annie who go through prompts that never results in you speaking to a human. Instead she asks for your phone# for a call back. THEY NEVER CALL YOU BACK. I am getting a new HVAC with another company...and have shared the experience with my condo association (of over 100 condo unit owners) and neighborhood list serve in (with over 560 homes) - I'm done giving business to crappy companies that are not customer oriented.

What a great experience with Jay! I don’t leave reviews. Ever. I was so taken aback by his professionalism and kind demeanor that I felt compelled to come here and give him 5 stars. He was knowledgeable, on time and walked me through everything he was doing with my gas fireplace. I had some concerns as it’s an open flame in my living room and wanted to make sure we were safe. He broke down the entire process and reassured me of what to do if there was ever any issues. I won’t be going to any other company from here on out. Thank you jay.

Javier spent a good 2+ hours completely gutting and resetting my 8 year old gas fireplace installation and now it looks AMAZING. Polite and friendly throughout the whole process. Great job Cyprus!!!