Alpine Aire Heating & Cooling, Inc.

Subject:  [redacted] ComplaintIn February of this year we were invited to the home of [redacted] to repair her furnace that was not heating.  This was our first time at her home.  At that time we found a furnace we estimate to be 15 plus years old that had been completely rewired by...

others.  What that means is that the electrical schematic on the door of the furnace was worthless.  This is the schematic we would normally use as a map to diagnose an electrical problem.  We replaced a stuck sequencer and were successful in getting her furnace operational.  Heat sequencers have nothing to do with cooling.  On June 9th we were called back for a no cooling call.  Our tech was able to get her going and did not charge her as a courtesy.  I think this is pretty nice when you consider we sent skilled labor and a van 45 minutes each way from our shop and worked on her system rewired by others in the past.  We did caution her that the wiring in the system was suspect, the thermostat had no common wire and that she might be faced with a complete rewire of her equipment.  It had been implied that the budget was tight.On Saturday June 27th we were called out again for no cooling.  Another tech confirmed that the system needed a complete rebuild and said we would have to schedule something of this magnitude for the first of the week.  Our customer was upset and the tech feeling really bad called me.  I called our customer and tried to explain that with something of this magnitude we needed to provide a quote, block out 6 to 8 hours and order parts on approval from our customer.  While we work Saturday with no additional overtime charge the supply houses are closed.  I tried to draw the comparison of bringing your car to the shop and being told you need an engine or transmission.   Likely that kind of work would be scheduled another day and of course a quote provided so there would be no surprises.  I offered to pull all of that together and schedule the first of the week.  She hung up on me. [redacted]

Review: In February of this year I had Alpine Air fix my furnace. I have a combined furance air conditioner, they forgot to hook the air cond. back up. In May when it got hot I called them out again to hook up the air it still didn't work.I called last Thursday to come fix the air cond. they couldn't get to until Saturday. They said he would be here at 8 am. He showed up at 10am worked on it foe about 1/2 an hour came in and told me it would take too long to fix it and that he had contracts that he had to get to. It was 100* and he just leaves. Not hooking up just the air so he can come back and hook the rest up later he just leaves. He left at 11:10. The owner of Alpine called a few hours later explained why he pulled the service man off the job, that it was a Saturday and he just didn't have enough service people to go around. But he sure was sorry!! Yesterday it was 112*Desired Settlement: I would like Alpne to fix the furance/air conditioner in good working order. I would pay for parts but I want no charge for mileage here and back, no service charge or hourly charge for service man. _Or if I have to call another company in I want Alpine to pay for the other company charges. Why should I pay for another whole set of service charges.

Business

Response:

Subject: [redacted] ComplaintIn February of this year we were invited to the home of [redacted] to repair her furnace that was not heating. This was our first time at her home. At that time we found a furnace we estimate to be 15 plus years old that had been completely rewired by others. What that means is that the electrical schematic on the door of the furnace was worthless. This is the schematic we would normally use as a map to diagnose an electrical problem. We replaced a stuck sequencer and were successful in getting her furnace operational. Heat sequencers have nothing to do with cooling. On June 9th we were called back for a no cooling call. Our tech was able to get her going and did not charge her as a courtesy. I think this is pretty nice when you consider we sent skilled labor and a van 45 minutes each way from our shop and worked on her system rewired by others in the past. We did caution her that the wiring in the system was suspect, the thermostat had no common wire and that she might be faced with a complete rewire of her equipment. It had been implied that the budget was tight.On Saturday June 27th we were called out again for no cooling. Another tech confirmed that the system needed a complete rebuild and said we would have to schedule something of this magnitude for the first of the week. Our customer was upset and the tech feeling really bad called me. I called our customer and tried to explain that with something of this magnitude we needed to provide a quote, block out 6 to 8 hours and order parts on approval from our customer. While we work Saturday with no additional overtime charge the supply houses are closed. I tried to draw the comparison of bringing your car to the shop and being told you need an engine or transmission. Likely that kind of work would be scheduled another day and of course a quote provided so there would be no surprises. I offered to pull all of that together and schedule the first of the week. She hung up on me. [redacted]