Clayborne, Otis & Associates Real Estate

Date: Wed, Jan 17, 2018 at 12:52 PMSubject: ID [redacted]To: "[redacted]" <[redacted]>CASE ID: [redacted]CUSTOMER: [redacted]Customer had conflicting issues with his contract information about warranty. He provided us documents stating warranty 10 years labor from Cyprus Air, We...

installed it in 2009. I was not able to get the contract documents on my end here at Cyprus Air due to us switching our database in 2013, so we will honor the documents the customer has provided us. The documents should state that with negligence of maintenance the warranties are voided. But I have been unable to pull the documents and counter the customers claims.

[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: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The response given is not correct .  Indira indicates that they replaced a defrost board on a unit that was indoor which is incorrect it was the outside unit which was the same unit the compressor was in. I have asked also for Cyprus Air to provide with a detailed bill for the 1900 dollars because I am sure they charged me for the unit which was covered under warranty and attempted to charge me a second time until I refused. What also is not being addressed is the number of days I was without air due to the negligence of Cyprus Air and the fact that I had to get an air condition unit and fans to try to keep cool in 100 degree weather and take off several days of work to keep meeting the Cyprus Air repair man.When the compressor was installed the first time and went out a week later the repair man explained to me that he had put the freon in incorrectly. This is what caused the defrost board to go out (so they shouldn't have charged e the 200 dollars in the first place since it was caused by their error) and them to install the compressor again and is all negligence on the part of the repair man. I used Cyprus Air as a trusted advisor for my heating and air conditioning unit. I called them when it was not working and trusted they would do the right thing.  I should receive my 1900 dollars back to compensate for being overcharged in the first place. missing work, and suffering in the 100 degree weather. It will pay for the air condition unit, fans and lost work time.

Mr.David H KlausWe apologize for the inconvenience. We have been trying to contact you in reference to this issue.  You submitted a request to have your maintenance contract cancelled on July 6th 2015 after the last payment. Your first payment was June 1 of 2014 and it is stated in the terms...

and conditions that the contract automatically renews every year. Along with this letter I have attached a copy of your terms and conditions which state that no partial payments will be refunded, however I have put a free visit on your account that you may use at anytime. Your contract will be cancelled effective 8/1/2015 you will not bill for the month of 8/1/2015. Please let me know if you have any other questions or concerns. We are willing to work with you to resolve this issue.Thank you again for your timeIndira G[redacted] General Manager

Date: Fri, Feb 17, 2017 at 1:04 PMSubject: [redacted]To: "[redacted]" <[redacted]>We have completed work for Mr. [redacted] and canceled his maintenance at no penalties. If you should have any questions or concerns please feel free to contact. Thank you, Vasty M

[redacted],My operations manager, Vasty, spoke with you on 11/5/2015 after you were contacted by Aidelis. She spoke with you at length about the price of your system and said that it was the best possible price. Our pricing is done as package pricing.  Also I spoke with you on 9/6/2015 and...

also on 9/8. Our owner spoke with you on the day of the install, 9/5/2015 at length about your concerns about the pricing and the holes that were cut in your ceiling by your contractor and even offered to stop the job right then and refund you the deposit you had put down but you had decided to keep the job moving forward.In response to the holes in your ceiling you did have your contractor come out and cut the holes for us but they were too small for the system you were getting in stalled. There were also studs in the way of the installation and also your system you had previously to the one we replaced was still in the ceiling so we had to remove 2 old systems instead of the one that we replaced which we did and no extra charge.I would be happy to send out someone to repair the hole in your ceiling for you at no extra charge as a jester of good faith.  Please contact me at ###-###-#### so we can coordinate it.Indira G[redacted]General Manager

[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.]
Revdex.com:Cyprus Air also sent a separate email that I received on 10 October 2016 indicating the following:"In conclusion we will go ahead and cancel your contract at no additional cost to you effective immediately and typically we do not [brake] the contract procedures but out of good faith and to maintain good customer service to you, the service maintenance is cancelled and we have waived the cancelation fees. Please feel free to email me back if you should have any questions and or comments. "Respectfully, Vasty M[redacted] Operations Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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: [redacted]
I am rejecting this response because: Cyprus has had three tries to get this unit working correctly.  Photo shows how home unit operates at highest level compared to unit in the Rockville store at the highest level.  There is an obvious difference between their display unit and the unit in my home.  Why do they think their field manager can do any better than the technicians they have already sent?  I want them to pull out their stuff and give me a refund.  
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have had no contact from the company with regard to the refund but I will accept a check mailed to my address and will notify Revdex.com when this has been received.
Regards,
[redacted]