INCREDIBLY FRUSTRATING! The installation process failed inspection 5 times with the county. The techs who did the installation did not even assemble things as they were shown in the instruction sheet they gave me. I called today (after 7 months) to see if we ever passed inspection with the county. Technically, we did. But only now, after 7 months, have they submitted the final paperwork to the county. And only because I called to check on it. When I purchased the system, they talked me into a “discount” if I signed up for a service contract. It was not really a discount. They took $960 off the price I paid up front and spread that $960 out over 12 months, calling it a “Premier Service” contract. I have now learned that it means I get one tech visit.I am selling my house. I originally called to talk to them about ending their “Premier Service” contract that automatically withdraws $80 from my bank account each month and only stops after 12 months IF I call to cancel it then. The first service support person I spoke to yelled over me and wouldn’t stop as she angrily told me there was a signed contract. I tried calling again to ask what the contract covered. They hung up on my call after I waited on the line for 5 minutes. I called again. When I finally got through and requested a copy of the contract, she didn’t email me it to me and also did not have someone else call me to explain it to me, as she had said she would do. I had to call another time. And on that call, I was emailed a quick phone pic of the papers that were pinned to the office wall. Every person I spoke with had no interest in helping. They clearly did not want to talk to me and thought I had no right to ask questions. The service people have no understanding for how difficult it is to be their customer.The fireplaces work great. The service was insulting.

Made an appointment on their website for an emergency service call. Received confirmation via email and was expecting someone - no one showed up .. called their service center and a lady which sounded half asleep at 10am informed me that “sorry that email was a mistake, we have no one available until two days from now”Needless to say, I simply hung up and moved on to next company. -

I made an appointment for today but, when I arrived the Showroom was closed. Why??You ask? Because the single employee went to lunch.What bad impression that made. I am taking my business elsewhere.They dont even warrant the single star that I had to post here.

Really friendly and knowledgeable staff. Many opportunities to choose from.

Great experience working with Penny. She and her colleague were polite, professional, and respectful. Definitely recommend.

I am looking for a solution for my current wood burning fire place issues. Stewart Moore took time to educate me on different gas options. He was focusing on solving my issues rather than hard sale of his products. He also put me in contact with other experts who specialize on wood burning fireplaces thus I could make an educated decision on what kind of fireplace is the best for me based on the cost and my true needs.

The technician did a good cleaning, found a sticky switch, recommended replacing with a remote control, did so and showed me how to use it. Tested everything and all worked. In all he could not have been in my house more than 40 minutes? The bill was over $900. Some of that is a service plan good for a year. But still $900 for 45? minutes work seems high! The Technician cleaned up after himself and was very nice.

I was sceptical at first, but Mr. Sykes put me right at ease with his attentiveness and knowledge of what he was selling, he was very professional and wanted to really help me. Did I say he was thorough? Well he was very thorough, we talked as if wed known each other for a long time, at least thats how I felt, at the end I was thoroughly satisfied and didnt feel like Id been taken advantage of and for that I thanked him and the company for sending him, he represented Cyprus co. well. Thank you again!

We purchased a fireplace on 12 November 2018 which included a service contract for one year (40 dollars a month). Our fireplace was slated for installation on 30 November 2018 but was not installed until February 2019 but that didnt stop them from charging us 40 dollars for the 3 months we didnt have a fireplace. Now the service contract has expired they want us to keep paying. They didnt come over one time to check on the fireplace you basically get nothing for the service contract so by all means do not accept it if you decide to buy from them. I would not recommend this company, the only reason we got the fireplace installed by February was a complaint to the better business bureau.

I have had an annual pre-paid maintenance program with Cyprus since they installed a gas fireplace about 16 years ago. The system has held up very well, likely because of an annual maintenance visit to it. I have been paying a contractual $29.80 monthly for this . Recently Cyprus started advertising the same Plan to new customers for $22 monthly. At my request they reduced the cost of my current plan to $22 monthly. I have always had fair dealings and excellent service with Cyprus.

The technicians called before coming and one worked on the inside of the chimney while the other worked outside. They were polite, professional and courteous. They worked quickly and efficiently. Id definitely have them back. They were having a special, so the price was good, too

Brent was very knowledgeable and thorough with making sure my furnace was working properl along with making sure my gas logs were cleaned. He even put on little booties and a sheet on the floor to make sure he didnt make a mess, I really appreciate that since I had some come in to unclog a drain and they left a big mess. Thanks Brent for your professionalism.

Pleasantly surprised with ease of making appointment for service and the technician actually arrived in timeframe provided. Great improvement from prior years in which only 1 star was given. Please keep up this level of customer service. The technician was very thorough and also provided instructions for lighting the pilot if it should go out.

Excellent Service. Appeared almost exact time on really hot day, diagnosed the problem very quickly and fixed the problem in a shot time. Thanks goodness all done and we had A,/C working. Sincerely appreciated service.. We have good relationship with the company since they installed new A/C and furnace 7 years ago.

They were late by 4 hours. Left doors open while working. Left without adequate explanation for the flue being left wide open, when I closed it, there was a screw left keeping it from closing. No explanation for this. . Then we realized the house was freezing because they left the pilot light off. No heat, no hot water. The technician didn’t know what he was doing.

Listen up people. Fireplaces arent unique to a single business nor do they cost $5000. When a business offers you 70% discount it should be a warning of a massive mark-up. I could spit every time I see and use my fireplace that I was hoodwinked and overpaid $2K. Be careful with the pen because they wont let you out even if the ink is still wet. These basic imitation woodpile burners are $1000-1500 retail anywhere else not the ridiculous mark-up offered here. Theyll tell you theyre built specially for them. Run from here - its the proverbial Turkish carpet salesman- Hard hard sell. You know what I mean if youve ever been to Turkey. Dont go through the door! Dont get sucked in period. Run!

Although most of the process has been smooth, there are two issues I am not happy with: 1) The job is not complete until all the work, to include county inspections, has been done, so why ask for full payment before then? The work in complete when all is done, not before. 2) A female CS rep. (cant remember her name) needs some polishing on how to deal with customers. She is curt, always on speaker phone making her conversation hard to understand, and she makes you feel as if you were an inconvenience rather than a valuable customer. She could not get me a county inspection before TEN days from the request, not good.

Bill Turgeon came to service our gas fireplace purchased in 2011. He was very thorough and conscientious in his work. He took care of protecting our living room from any soot getting on Persian rugs.He identified the fireplace’s problems and fixed them on site. Four days later, when I had a problem, I called him over the weekend before Christmas. He took my call and helped me fix the problem. My fireplace is now working beautifully.

The sales department tends to over promise and under deliver. Our installation was delayed a month beyond the original schedule. The installation itself was great and we are happy with the gas fireplace itself.But customer support is very iffy. We got a maintenance/insurance contract as part of the purchase. We recently sold the house and tried to cancel the contract and it’s monthly payment. Despite repeated calls over several weeks, there has been no response.

Arrived right on time...at the start of the 1hr window. Was efficient and quick with the entire process. Very good about practicality of the type of system we would need. A pleasure to speak with.

Very professional was impressed with CyprusAir and Heating. The problem I have with themthey no longer carry Carriers brand equipment. My old unit was a 25 yr. old Carrierthat give me good service. Havent make myfinal decision.

Great experience buying my first Big Green Egg. Sharon was just fantastic. Brian installed it and gave me some great tips. Really pleased with the purchase and the service from them!

The technician did an outstanding job. I am glad I chose this company to service my fireplace.Great work!

Wed had a power surge and the AC stopped working. I called Cyprus Air early in the morning and they were able to send someone out the same day by early afternoon. They called to see if the tech could arrive an hour early, I agreed, and then I was provided a link to see the location of the tech. The tech was professional and prompt at finding the problem. He replaced it and then gave me additional info and advice on the current condition of our AC unit. I would definitely use Cyprus Air again and I would recommend them to friends and family.

A+ Professional install all the way. Our A/c was back up and running within a few hours of his arrival. I will definitely be recommending Cypress Air to all my friends and family.

Cypress Air sales department and third party installation teams they hire are responsive and professional. The service department however is non-existent. There is no escalation process at all and they provide little to no status.

Tech on time, courteous, did his job and moved on. Other staff equally helpful and attentive. So far, so good!

Cyprus Air Technician arrived on time and completed the maintenance repair to my gas fireplace to my satisfaction. Highly recommend ...👍🏾

BEWARE LOOK ELSEWHERE...Very disappointed in this company. 1st off we were lied to by the sales man then when the technician came out to put in the new unit he showed up one one day for an hour and then left saying he needed to get the parts and would be back. Thats fine but never came back never got a phone call to say when he would be back I had to call the office who are very rude and unsure of how to do there job. So they installed the new unit. We also bought a service plan with them we were told the would come out twice a year by the salesman the office says we only get one a year. We have had out unit in for 2 years now and they have not came out to service it at all. We call to find out why and they book us an appointment for one day I get a phone call on the day of the appointment says they schedule the wrong tech to do the maintenance work on my ac unit says he dosent do that. So I say ok thats fine . They schedule a new day for the day before Thanksgiving between 1 and 5 pm so i sat here all day no show no call again. Had to call to find out why the technician didnt show up. The office says he was sick and went home early. Thats fine but I should have been notified. Office was rude again asked to speak to a supervisor was told she was on a call and would call me back still have not received a call. So please look ELSEWHERE when thinking about using this company.

Excellent service and knowledge!!! Cyprus keeps you well informed every step of the way. I highly recommend them.

The service man was very patient and explained well the problem with our gas fireplace and our options to repair it. We are very please with what was done and how well the fireplace is working.Also prior to my appointment the scheduling team gave special attention to working with me and my availability

DO NOT USE! They came in with a sledge hammer and put huge holes in our house. We hired them to install two gas fireplaces. They damaged our home, didnt finish the work, theyre difficult to contact and left a mess in our house.

Great service and company, theyre here to help you in you AC or Heating needs. NOT TO RIP U OFF LIKE CERTAIN TWO COMPANIES I WONT MENTION THEIR NAMES. CYPRUS Air is a company that stands behind there products and the maintenance package gives you a excellent peace of mind that your equipment will operate like it was designed to at all times. I will recommend them to all my friend.

Chris of Cyprus Air arrived on time to inspect and service our fireplace. Chris was very polite, clearly explained what he would do, and went to work. Fireplace works fine now, is cleaned up and looks great too. Chris explained the billing policy and left me with signed receipts and an invitation to call for him for future service. I got exactly what I was expecting.I should also mention that setting up an appointment to fit my schedule was not a problem at all for Cyprus Air.

I would have given five stars if my first request to service and repair my fireplace after the valve went bad on the fireplace didn’t end in an astronomical expense.This repair fell 13 months after my install last December. I paid $4800 for the fireplace and had the parts included for 24-months.The service costs for cleaning alone is either $750 for two cleanings estimated at one annually. Or $260 plus $30 a month for 12-months.The repair, regardless of how much time it takes was $450.Fast forward to when the tech came out, I said no to any service and paid a third-party who knocked it out in ten minutes.The product itself is great, but this company’s maintenance/service costs are seriously flawed.

Everything was just wonderful from the moment that our interview started with the representative to the ending of it he was very polite he was very attentive just answered every question totally recommend you guys to anybody so kudos to your business. 😊

The technicians who installed our fireplace were prompt, courteous and extremely competent. They had the job finished in no time and everything is perfect. I highly recommend Cyprus Air.

James was very polite and explained us the full procedure of installment. I would highly recommend Cyprus Air, thank you so much.

In November I agreed with the salesman at my house to have one if their fireplaces installed. They did not show for the first install with no call or reason until the next day. Mind you I took the 1/2 day off.On the second visit for an install they told us there is more work than they originally thought and it would cost a lot more money.I notified them I was cancelling the entire install and wo it led like to receive the deposit I gave them in Nov. What did they do? They didnt respond to the email and then charged the other half as if they had installed it!Absolute horrible customer service and i highly recommend you find another company as I will be doing after what looks like a visit to small claims court to get my money back.

Dont schedule with these guys online. It doesnt work. I scheduled a date and time, then come the day of the appointment, I called and they told me that day wasnt available. They said I had to reschedule. I told them to forget it. Fortunately, I only waited for an hour before calling.

Very very professional, punctual, very precise and detailed. Would highly recommend to others.

Our technicians arrived on time, were very thorough and efficient. Best service weve ever had!

Technician was very knowledgeable, efficient, and, friendly. He also did a great job cleaning up after the inspection.

Bill T. was friendly and took the time to explain what problems he saw and made recommendation as to how we could fix said problems. Gloria was our first contact eith Cyprus and I really appreciated the speed with which she was able to schedule Bills arrival at our home.

Great service at a reasonable price. Brent did a great job.

I have to say when I knew something was wrong with my furnace I immediately started to think I was going to get sucked into spending a future since I know nothing about heating or air except I definitely need it. From the moment I started speaking with the Cyprus staff I started to calm down. Their dispatcher communicated everything I needed to know about the visit and who would be coming to look at the furnace. When the technician, Levi, got to my home he was very polite and informative. He explained everything and I didnt think I was being taken advantage of. Fortunately, the fix was nothing that would break the bank. He never seemed rushed to leave and wanted to make sure that everything functioned for an extended period of time. He also wrote down things that potentially could go wrong and the associated cost based off the model and age of my furnace, but never said I needed or had to do something. He honestly just wanted to make sure I understood more about my furnace than just the fact I needed it to heat my house. I would recommend using Cyprus to anyone.

Our workman took his time and Meticulously serviced my fireplace. I can’t imagine not using my Cyprus gas fireplace every day in the cold and rainy season.

Markus was an excellent front-line representative for my HVAC needs. He was very responsive and despite an extremely overbooked schedule, he took time to accommodate our needs. He is very thorough and we would highly recommend his and your service to others. The installers, Tomas, Will, and their crew were efficient and demonstrated how to care for our new system. Cyprus was a pleasure to work with!

Just to make you aware. Do not use the company called Cyprus Air . Got their number from ad in valu pack and another from Loudoun Ads.I am in need a a new insert for my gas fireplace and I waited two different days for this company to show up. No phone call or text to say they were not coming. When I called, the guy in the office said they came and that I was not home. This was a lie, because I have a security camera on my front porch and there was no video of their visit. I was home the entire day waiting. I had two friends that stopped that same day and video was recorded. I visited the google review site and WOW. So many unsatisfied customers........they never showed up, no phone call, took advantage of elderly, left job unfinished and never returned. My advice DO NOT CALL THEM!

The techs that installed my gas inserts were great. All were courteous and knowledgeable. Very pleased with the products and their performance. The only point preventing 5 stars were the occasions of playing phone tag when attempting to contact the office concerning minor issues.

Dont bother, the absolute worst customer experience, not responsiveness, unanswered calls, incorrect information. When I tried to get a refund because they made a mistake, they would not return my calls. Awful!

Worst customer service have encountered. Made numerous requests for information - only to be ignored. They rescheduled my technician visit 4 times - and once finally scheduled - they no showed without a call or any follow up. Have since terminated my contract, and while they had no problem immediately asking for a down payment now telling me they only return funds on certain days during the month. Completely unprofessional. There are other places in area that value customers - these guys dont. Take your money elsewhere.

The Cyprus team was very effective and efficient with their maintenance work on my gas fire place. It is tough to find competent and knowledgeable techs to work the equipment but these guys fit the bill.I recommend Cyprus and Levi.

Poor customer attention...drove from DC to Falls Church. Salesman was older and didnt know to multitask to help 2 customers at once....sad. waited around for 25 minutes and finally left after he said I should call in and set up a service call.

They did a great job and was friendly and walk me through every step they did.

Bill was great for troubleshooting my issues.

Technician was on time, helpful, clear communicator. Everything handled quickly and professionally

Sahdula did such an amazing job, and answered all my questions and explained everything so gracefully! He truly is such a good worker and awesome professional!I will surely recommend Cyprus Air to others. I went on BBB, and other sites and think I spelled his name wrong and I apologize! It should of been with a Sadhula and not Hadhulu.Take care and hope to get other great service fireplace from you real soon.Warm Regards,Audrey McKenzie

I bought a furnace in July 2017 on a promotion that offered a free air conditioner when you purchased your furnace within thirty days from your free estimate. Love the unit. My gas bill went down from $167.00 budget to now $71.00 monthly budget. The team was very professional! Have not had a problem for three years. I turned the heat on the other day, but no heat! I called and explained that I had no heat. That was on November 7, 2019. They told me that they would schedule me for a maintenance service check for November 18th. I explained that it was extremely cold in my house and that my grandkids were home from school and very ill. They told me that they would mark the ticket urgent and would have someone out as soon as possible and explained service charges. I got an email within the hour stating that a technician would be out the next day, Nov. 8th at 4:00.The next morning a technician was at my house at 8:00am. He said that he got the message that children were ill and cold and came to me first! Thank God! The technician was wonderful! It turned out just my filter was filthy and caused the unit to work to hard. And when that happens the unit will overheat and shut down. He showed us how to check and clean the filter. He checked the unit and the air ducts. He took the time to explain and to show us all about the filter and heat unit. He explained that we should have two filters and that we should change the filter every month. Just pull one out and put the clean one in, then wash the dirty one and have it ready for the next month. He explained the maintenance plans and they will now come out twice a year. He gave me a promotion code so I only had to pay half price $49. It is nice and warm and toasty in here! Today is November 14th and my grandkids are better and back to school. Thank you Cyprus Air and Heating!

I would like to add an addendum to my review. Today I received a call from the manger Indira at Cyprus Air. We have solved our issues satisfactorily. The person or persons responsible for all the difficult issues have been spoken to. I am assured this was the perfect storm of a situation. It shows that this company cares because I was contacted immediately after I posted this review. I would like to change my review to four stars. The fact that they cared enough to contact me and resolve all issues shows me a lot. I would use them again definitely.

ON BEHALF OF THE CALLAHNS, LEVI DID A GREAT JOB ALL AROUND. HE EXPLAINED THE CONTRACT AND HIS WORK AND WHAT HE WAS DOING. LEVIS IS A GOOD BOY HE REMINDS ME OF MY GRANDSON AND WHAT A WELL BEHAVED YOUNG MAN HE IS.

Carlton from Cyprus Air was outstanding. He went the extra mile in diagnosing the issue with our system and ensuring we had the right fix. He was courteous and thorough. Great job!

The technician,Michael J., was very friendly. He came in and explained everything to me and then went about the business of cleaning my fireplace, resetting the logs, replacing the embers and cleaning the glass doors. He made it look absolutely fabulous. I was extremely pleased with the service received today and am considering using them for my yearly a/c and furnace inspection.

We had an outstanding experience with Cyprus Air thanks to Julian H. Julian was a substantive expert who took the time to explain what was wrong with our fireplace and all of the options to fix it He was knowledgable, friendly, and patient. I would absolutely never hesitate to contact Cyprus Air again for help because of Julians exceptional work! Thank you Julian!

Kyle was a great sales representative from Cyprus Air Co.Very kind and sincere and knowledgable person.

Ed M. walked me through re-lighting my pilot light and additionally reviewed various aspects of the system. He was most thorough and made sure I understood what to do. I have been very pleased with the response and follow through by Cyprus Air.

Holly cow, this company is a mess!Tried two times to schedule service. They use automated tools to both schedule and confirm there service, even text you when technician is supposed to arrive - easy enough right. Not quite.First time I tried to schedule, they never showed. No call, just never came. Called to reschedule, and they assured me the technician would be there next time.Next appointment time comes, and get text confirming the technician has arrived. Uh no, no technician. Called again and yes, they also showed the technician was at my house too. Still, no technician. They said they would call the manager who would follow up with me - nope, never called.Holly cow, the company is a mess!!

The Cyprus team are always reliable, dependable, honest and very knowledgeable. I called panicked about a strange noise in my furnace. Matt was dispatched and onsite within a few hours. He resolved our issue and communicated very clearly what the problem was and repaired it. Thank you to the Cyprus team for your great service!

Derrick was fantastic. He was fast, clean, and educational, describing what the root-cause/issue was with the soot buildup on the glass, what needed to be done, and afterwards gave tips on how to improve the performance/experience of the gas fireplace. Hes very friendly, highly recommended technician,

My experience was very good. Javier was my installer and he was very professional, hard working and did his work fast.He deserves a raise!

CJC was the fourth technician from Cyprus Air in less than two years to troubleshoot our troublesome gas fireplace. He seems to be the most knowledgeable one to date and readily diagnosed various issues that have plagued our system and mitigated them. We feel confident that we are now on the right track. Time will tell.

Technician, Roberto was very competent and easy to work with.

Michael was very nice and very professional during his visit at my home. I was very surprised that I was able to get a appointment so soon a few day before Xmas. Thanks Cyprus.

Went to the Alexandria store in search of the advertised discounts of 70% off. .....I ended up with a $500 discount on a $5,000 fireplace.....that is a 10% discount....I dont want to think that the add is a fraudulent offer.......

After waiting for 15 mins on the call. Someone finally picked up my call. I stated my need of gas fireplace repair and the phone got hung up!!! How frustrating!!! Poor customer service!

Both members of the team were professional and efficient. Answered my questions and explained the systems. Great job.

Great experience, Cyprus representative was very knowledgeable and informative.

Technician was professional yet friendly. He answered all my questions and addressed all my concerns.

Marcellus from Cyprus air showed up on time and performed a thoroughly professional job. We are excited to have a beautiful new gas fireplace, up and running, in time for the winter.

Cyprus replaced our A/C about four years ago. Good job with no problems. Quite pleased with the work and equipment.

They disconnected our humidifier water pump, although it had no connection with cleaning our ducts. Due to this, all of the water in the container overflowed, and it caused a huge leak in our basement including 6 inches of water in our sump pump. As I was moving our washer and dryer to clean the mess, I noticed the dryer vent was disconnected, which I understood they needed to disconnect it to clean it. However, I’m confused as to why they didnt reconnect it They also replaced our furnace filter incorrectly to where it was going against the air flow and didnt replace the cover. They also did a UV light installation, which they charged $500 for, which seemed very excessive.

Ryan arrived on timehe surveyed the houses gas system and planned the fireplace access quickly then outlined the likely schedule of future visits to complete the firelogs installation

We met CJ this morning when he came to confirm a part in our furnace needed to be replaced. He was very efficient and wasted no time in getting the information he needed. He is very knowledgeable and has a over 15 years of experience in this filed.If you can request a Cyprus Air Technician by name, do not hesitate to ask for CJ. You wont be disappointed by no means.Good Luck CJ

Mr. Sahdula A (Cyprus Air technician) came out to my house and inspected my heating/cooling systems, inside and outside, and gave me a very thorough explanation of my system. I had originally called to replace a broken thermostat. Mr. Sahdula walked me through the 26 point inspection and he was honest and straightforward, but also very patient and a good listener, as he examined the systems and explained to me what was working and what wasnt working. His expertise and recommendations will help me make a decision on what I need to do in the future. I never felt pressured to purchase other services. He provided me with information about possible financing options and what my priorities are in fixing/replacing the things in my systems. Very good work. Thanks, Mr. Sahdula! I appreciate your helpfulness and knowledge.

Very efficient working with them was great

Very helpful and corrected all my issues with my fireplace. Thanks!

Brandon was very punctual, very professional, and very precise with his explanation of terms.

Good service and knowledgeable technician

CJ was very professional & explained all the work he performed--great job!!

Sahdula did a wonderful job of servicing our ventfree gas fireplace.

Very pleased with their HVAC maintenance service. Theyre very responsive and showed up on time for scheduled services.

Carlton listened to my problem and went right to the likely cause and fixed it. He then stayed and confirmed things were working, which should have been done when installed,,,, very pleased with his service.

Do not ever purchase from these people THEY ARE SCAMMERS

Awesome service, professional and knowledgeable service tech

Over priced..big time

Id rate Cyprus Air a zero if it was an option! Dont give them your credit card number for anything!!!

Very courteous and professional.

We were not satisfied with the performance of our gas log set. We are still hoping to hear back from Zasty Martinez about a possible refund. I have tried to call her and left messages 12 times in 3 weeks, still hoping.

Took over 2 months to refund a deposit for work on a quote I chose not to do.

MJ did a great job.