Cyprus Air Heating, Cooling and Fireplaces

I called Cyprus for an estimate to replace my gas fireplace. On day of service I received text and email to alert me that the representative was on his way. The technician arrived soon after. I showed him the fireplace which I assumed was in disrepair and non functional. Mr. Sykes, the technician, tested it and all it needed was for the pilot light to be lit.
He was so nice and told me fireplace was in good shape. I felt like an idiot for wasting his time. So I am very grateful for their honest service. I will be using them for my fireplace maintenance.

Great first experience with Cyprus Air. Derrick performed routine cleaning and maintenance on an existing gas fireplace. He arrived on time, was very professional and knowledgeable, protected the work area, and answered all of our questions. We signed up for the maintenance plan and look forward to building a long term relationship for our fireplace needs.

2 months ago, November 5th to be exact, we had our gas fireplace serviced -needed some cleaning and maintenance. It was working. But we were told we needed to replace a part to make the pilot light turn on faster. OK. $1000 with labor part was installed but the tech broke another critical piece (tube) and for two months the fireplace had not been able to be used. 2 months! After spending $1000,- and it was working before the service! No sense of urgency getting this replaced. Totally feel scammed. Horrible horrible service. Do not recommend.

We have had nothing but hassles from this company ever since we hired them several years ago to install three ventless gas fireplaces in our home. To start with, after installing the fireplaces, there was a gas smell all over the house and we had to call for emergency service. It turned out there was a leak, which had to be fixed. We've also had problems with pilot lights going out constantly on one of our other fireplaces. Every time somebody came they gave a different reason for the problem, and then it turned out that even though we had a service contract with them, the parts were additional and were going to be very expensive. Then there's the fact that you get some technicians talking trash about the work their colleagues have done. This is not something that builds trust from a customer. This year I called to make an appointment for winter maintenance and turn-on of the fireplaces. Even though we have a contract, the wait time for the appointment was a month. Then, two days before the appointment time, I got a call saying that they couldn't come on the appointed date and would have to reschedule for over two weeks later! That would make a six-week wait to have the fireplaces serviced. When I called to complain, my complaints were completely disregarded. I am cancelling my service contract with them and would not recommend this company to anyone. I'm just sorry we wasted so much time with them, and, frankly, sorry we ever installed the gas fireplaces in the first place.
UPDATE: cancelling our service contract with this company was another hassle. First they wouldn’t allow us to cancel the contract before the renewal date, so we had to wait practically a whole year. When it was finally time, I sent them a letter two months before renewal date notifying them of my intention to cancel the contract. Then I called them to confirm the cancellation. The following month they were still charging me. I called to complain and they gave me the runaround. I finally had to call my credit card company and tell them not to accept any more charges from Cyprus. That was the only way I was able to get rid of that contract.

At first there was some confusion on the installation but once it was cleared up, my logs were installed and looks absolutely beautiful. The two gentlemen that showed up for the installation were very nice and respectful. They explained how to use and gave a demonstration.

They performed Fireplace maintenance. I had not used it or had it serviced for a few years and it was not working properly. our tech, Cristian, was excellent. He and their office let me know when he was on the way. He was able to get it running well, identified the problem, and also documented the part that would need to be replaced if problem recurred again. He was very courteous and explained options and costs. I will definitely use them again.

Several people I know have given this company their credit card for a maintenance plan payment, and each time their credit card was used illegally before the payment was applied for the plan.

In one instance, a friend's card was used within minutes to move money from her account via cash app. In another friend's circumstance - her credit card was used for an online fraudulent purchase of expensive custom tennis shoes.

If you are going to use this company for a maintenance plan or any other services - see if you can write them a check or if they will take cash or money order.

HIGHLY DO NOT RECOMMEND EVER GIVING THIS COMPANY YOUR CREDIT CARD NUMBER.

Oscar showed up timely to repair my gas fireplace but was unable to do so because a prior technician forgot to order a required replacement part. This was not Oscar’s fault. Oscar left my house went to his van and immediately ordered the replacement part, booked a follow up appointment for me and came back to the house to let us know what he had done. That’s superior customer support on his part. Cyprus Air technicians seem very overwhelmed with support calls and it took me almost a month to get the first appointment scheduled only to have the first repair fail after two days. Then Oscar came for the second service call but as noted was not informed a replacement part was needed. Seems like a waste of tech’s time for that I fault Cyprus. I pay almost $1000. annually to get my fireplace’s maintained so I do expect more responsive service from Cyprus but often am disappointed. As a noted though Oscar provided superior support.

I have been on the contract (monthly payment) for 2 years which I’m not really sure I get the value of. They came and cleaned and serviced my gas fireplace and this year I did not have to call but they prompted me which I appreciated. The service person was very nice, prompt and very clean. The only thing I didn’t like is he warned me that the switch that we had on the wall to turn on our gas fireplace would probably “erode” and it would cost me more to wait to replace it then if he did it for me now/today for $400. I know I have only myself to blame but I felt skeptical that I really needed the remote since it does not control the flame - just turns it off and on like the switch did.

We purchased gas logs from Cyprus several years ago. I can only imagine they're still in business because there is no one else in the area that has them. They were improperly installed and it took several technicians coming out for one to finally recognize what the problem was and fix it. The yearly service is spotty- sometimes the technicians are great and sometimes they don't know what they're doing. At my last service, I was told I needed a very expensive part and it was in stock, so I ordered it. I have now called the service line 5 times, they tell me it's not in stock and they have no information. Every call ends with Cyprus telling me they will call me back that day with an update, and no one ever calls me.