Clayborne, Otis & Associates Real Estate

Operations Manager spoke with the customer provided them with a direct point of contact and scheduled them for installationCustomer is happy and satisfiedIf you should have any questions or concerns please feel free to call *** ***. *** *** Operations
Manager ###-###-####

We can send over my field manager to conduct a full inspection of the system, go over all customers concerns and see what we can do with the vent free unitIf you should have any questions and or concerns please feel free to give me acall or send me an email.V/r, Vasty M***

Hello *** ***,Per our conversion we are sending Ray the Installation Manager out to your home on Friday 7/3/2015. Ray will complete and finish the installation up to your satisfaction and make sure that your completely satisfied before he leaves your home, I have also issued a one
year free maintenance for fall and spring on your accountPlease feel free to contact me should you have any further questions.Thank you,Indira G***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I was given a window of 8-for today and my husband took the day off because we really want this project from hell to end dealing with this businessOnly to be called at 9:to be told that the technician is running late between and It was 3:53PM when I was told that the technician is on his way after multiple phone calls to customer serviceMind you neither the project manager neither the sales manager cared to call to explain the situationInstead they evaded my callsCyprus air has allot of other emergencies and I am not their one customer which I understand but for someone who has been dealing with this issue for months, it is too muchI have had it with this business. I need the credit promised to me by Cyprus Air of $I should go to small claims court and ask for lost wages because Cyprus Air can't keep their operations and customer service running smoothly.I am asking for a written statement showing the $credit and final pricing I was promised verbally by the sales managerI have contacted the financing company and files a complaint with them too
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: If the condition of my pipes was pre-existing, then why was this not inspected and brought to my attention by the installing technician on July 14, before my unit put in? The technicians that were at my home on 9/22/even stated themselves that the lines should have been inspected for and brought up to standard/sustainability prior to putting in my new ac unit on 7/14/Obviously this wasn’t the case which is why my system failed after just two months of being installedThe same technician that installed my unit was out on 9/18/and didn’t say a word about the problem with my unit being caused by damage to my suction line so again, Cyprus gave two totally conflicting and misleading diagnostics of the problem.Bottom line is my unit failed two months after installation because of Cyprus Air’s negligence, carelessness and mainly - lack of inspection and proper installation of my unit and surrounding lines, etc Nothing pre-existing should have been left unrepaired or untreated as such if it could cause potential harm or failure to the systemAll lines, connections, hookups, etcshould have been inspected and treated to rule out any pre-existing issues and ensure the installation areas could sustain my new system/connections I should not be experiencing such breakdowns just two months after purchasing a new system!
Regards,
*** ***

We Reached out to the customer and explained we understand that it was a lengthy process from start to finishWe apologize for the delays that have happenedI addressed the following In the contract we did not charge for the removal or re installation of the mantel and surround which is an
additional cost of $850.00.Our price included the following;CLX 6000RemoteRear ventPermits and InspectionSite Visits Unfortunately since customer did not get charged for mantle and surround removal and reinstall there would not be a deduction in price. We did offer to switch to a slim line due to the dimensions because the slim line has a smaller footprintIf customer had decided to switch the system there would have been a change of price to the slim line having a different cost. In regards to the inspection I do see that we didn’t pass on two occasions one on 5/26/per inspectors notes it stated no access (customer not home)And the second inspection was 5/30/due to the mechanical permit not being attached and a fitting needed to secured tighter. What we did for the customer out of good faith and customer satisfaction is a total refund of $with year extended labor warranty or $without a extended labor warrantyIf you should have any further questions and or concerns please feel free to contact me via email and or phone.Thank you, Vasty M*** ***@indoorcomfort.com###-###-####

Responded to customers last emailI will contact the customer on 2/7/after pm to review her account info, this was requested by the customer. Date: Wed, Feb 7, at 2:PMSubject: Complaint ID #***Spoke with customer *** ***, scheduled her an appointment for tuesday morning 2/13/2018, told her she will be refunded $and also we will take care of her $balanceAlso including platinum embers to her fireplaceCustomer is Satisfied with the offerComplaint ID #***

To whom it may concern; This customer purchased a water heater with Cyprus Air and financed the purchase through Time Payment, one of our financing partnersAfter the system was installed, the customer contacted the financing company and canceled the contract. We installed the water
heater in March of 2016, after calling the crs of times they finally made a payment in May with a credit card of $Customer is asking for the refund of $for a system that’s installed and operating in her home since March-We will be more then happy to refund that credit card if customer provides a different form of paymentWe also do have a legal binding contract on file that was signed by customer. Please feel free to contact me with any questions or concerns.Respectfully,Indira G***General Manager

From: *** Date: Sat, Mar 26, at 12:AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" Complaint has been resolved
Company finally mailed out refund check and check was received today.Thank you

Hello *** ***,We have searched our date base and the last time we came out to your home was in to replace a partWe don't have any records going to your home since then. If you have any questions in reference to our fireplaces coupon I can explain it to youAlso the fine print is
on each printed coupon. Its $for one system with enrollment of a maintenance contract for $per monthOr you can make a one time payment for $for one visit with no enrollmentPlease feel free to contact me
Indira G***
General Manager
Cyprus Air Heating & Cooling
Cyprus Air:*** *** ***: Alexandria VA ***
PH####-###-####:FAX:###-###-####: ***@indoorcomfort.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:As indicated in the email posted with my response to the company, they had not been trying to reach meI did also return the company's call on Feb and left a message which apparently was not given to their agent StavrosThe system permits me days to respond so I am now rejecting items which have otherwise as of today been resolved if the company follows through on their offer of resolution
Regards,
*** ***

We have completed brick repair for the customerJob is completed and customer is happy

To whom it may concern;We have tired to reach out to the customer in reference to the maintenance contract that was purchased.I have authorize for the maintenance contact to be canceled and we will not be charging the customer any cancellation fees.Should you have any questions or concerns please
feel free to contact me.Respectfully,Indira G***General Manager

To Whom It May Concern,After speaking with *** *** we came to a mutual agreement to provide the customer with a custom picture frame granite piece around her firelpace which is valued at $plus installationOur contractor also did a few extra custom work to ensure the customer was happy
This matter is resolved and customer is happyPlease contact *** *** for additional informationThank you, Indira G*** General Manager

We have completed refund and provided customer with a receipt of the refundWe apologize for the inconvenience if you should have any questions and or concerns please feel free give me a call or send me an email. Thank you, Vasty M*** Operations Manager ***

Dear *** ***, First and foremost we would like to thank you for the opportunity to respond and resolve *** *** concernWe would like to apologies for any and all inconveniences that the customer experiencedCustomer service is our number one priority and insuring that all customers
are satisfied with our servicesWe have issued a refund on December 8, for $for the cancellation of the fireplaceA $refund was issued today for the cancellation of the fireplace doors. We would like to thank *** *** for his businessPlease feel free to contact me with any further questions or concerns. Thank You for your time

After reviewing the contract and looking into *** I have contact the customer and informed him of the following, based on his contract we gave him instant rebate of $Out of good faith we can send customer an additional $I have attached the contract and also have emailed the
customer the copy of the contractShould you have any questions and or concerns please feel free to contact me via email and our phone. Thank you, Vasty M***Operations Manager 703-765-

Date: Mon, May 15, 2017 at 10:21 AMSubject: Complaint ID: [redacted]To: "[redacted]@myRevdex.com.org" Customer’s product has been completely installed and Is operational. We have provided customer with $1560.00 in total discounts due to all the inconvenience and upgraded customers...

system at no additional cost. We have also refunded the customer a total of $1240.00 and have provided customer with 1 free courtesy maintenance for fall/winter of 2017-2018. Thank you, Vasty M

Date: Wed, Mar 14, 2018 at 3:33 PMSubject: Re: [redacted] Complaint ([redacted]To: [redacted] Good Afternoon [redacted],   Thank you for the opportunity to come to a solution for [redacted]
[redacted]'s concern. Upon receiving your email today, I reached out...

to the customer. Unfortunately we were unable to come to a resolution.[redacted] wanted a full refund and to keep both of the fireplace units in his home. I explained to customer I couldn't issue a full refund without retrieving our products from his home. After furthertalk [redacted] agreed to pay for the logs at a salvage price (he feels since the logs are now used, we have no use for them and therefore he should be able to keep them). I gave [redacted] twooptions, one would be a full refund with the retrieval of our product or if he would like to keep the logs it would be $1000 (for both units) and we would refund him the difference. Unfortunately [redacted]
[redacted] declined both offers and said he would pursue other avenues.Thank you for your time and please reach out to me if there is anything else we can do to resolve this.Thank You,Indesa A

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is satisfactory to me and I have received their partial refund. However I do not "walk away a satisfied customer." In fact the opposite is true.  
Regards,
[redacted]