Alpine Home Air Products

We purchased a power supply part ($126) for our electronic air filterAfter we installed, it is not workingWe called the tech support for trouble shooting they didn't offer any useful suggestionsWe called customer service to ask for return, Ryan told us according to their written policy, installed product can't be returnedWe asked him how do we know if the product was a malfunctioned one if we didn't installHe said we need to hire a professional electrician to tell him it was malfunctionWhich means we need spend more money to hire an electrician, may or may not get money backTheir "day money back guarantee" is a advertisementThe company simply don't want to accept return

Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: Accounting Manager Our customer spoke to [redacted] and [redacted] in our customer service department on multiple occasions in July, August, and SeptemberShe was informed that since the product was so severely damaged, damage was clearly visible by the packaging, but she did not note it at the time of delivery, the first step in the process is to contact the carrier to initiate a damage claim with themTo date, we have no confirmation from the customer that this claim was filedIt is stated on our website during the checkout process that all freight must be thoroughly inspected upon receipt and if there is any indication of damage (which there was in this case) that damage must be noted on the delivery receiptAt delivery, the customer even has the opportunity to refuse the shipment, which also wasn't doneAlpine Home Air Products would be happy to assist the customer with filing the claim with the carrier but the initial filing has to be done by the customer since the shipment was signed clear with no indication of damagesThe instructions for doing so were emailed to the customer on 7/21/At no point did Alpine Home Air Products agree to do a pickup or exchange on the unit Consumer Response / [redacted] (3000, 12, 2014/10/29) */ We have proof of filing a claim with R&L Carriers in regards to the damaged delivery, as well as our contact with AlpineIf you could provide us with a fax number or we can email copies of all of our correspondence with R&L CarriersWhen our claim was denied, Alpine said we should resubmit the claimWe called to resubmit our claim and made follow up phone calls everyday and they kept telling us we filed the claim past the day grace period which we have proof we filed immediatelyWe need to have the package removed from our property immediately due to the fact it is an eyesore for my business as well as our townThe town has strict codes about deliveries and we will be fined for having this on the propertyPlease contact us with information on how I can send over the copies of our paper work to and from R&L Carriers so you can reviewThanks Fwd: Broken Air Conditioner message [redacted] & ***

Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: Accounting Manager Our customer spoke to [redacted] and [redacted] in our customer service department on multiple occasions in July, August, and SeptemberShe was informed that since the product was so severely damaged, damage was clearly visible by the packaging, but she did not note it at the time of delivery, the first step in the process is to contact the carrier to initiate a damage claim with themTo date, we have no confirmation from the customer that this claim was filedIt is stated on our website during the checkout process that all freight must be thoroughly inspected upon receipt and if there is any indication of damage (which there was in this case) that damage must be noted on the delivery receiptAt delivery, the customer even has the opportunity to refuse the shipment, which also wasn't doneAlpine Home Air Products would be happy to assist the customer with filing the claim with the carrier but the initial filing has to be done by the customer since the shipment was signed clear with no indication of damagesThe instructions for doing so were emailed to the customer on 7/21/At no point did Alpine Home Air Products agree to do a pickup or exchange on the unit Consumer Response / [redacted] (3000, 12, 2014/10/29) */ We have proof of filing a claim with R&L Carriers in regards to the damaged delivery, as well as our contact with AlpineIf you could provide us with a fax number or we can email copies of all of our correspondence with R&L CarriersWhen our claim was denied, Alpine said we should resubmit the claimWe called to resubmit our claim and made follow up phone calls everyday and they kept telling us we filed the claim past the day grace period which we have proof we filed immediatelyWe need to have the package removed from our property immediately due to the fact it is an eyesore for my business as well as our townThe town has strict codes about deliveries and we will be fined for having this on the propertyPlease contact us with information on how I can send over the copies of our paper work to and from R&L Carriers so you can reviewThanks Fwd: Broken Air Conditioner message [redacted] & [redacted] Business Response / [redacted] (4000, 14, 2014/11/04) */ Good afternoon, As of 11/4/2014, Alpine Home Air Products has authorized the return of this unit to our facilityReturn instructions and a bill of lading were emailed separately on 11/4/to the email account the customer provided on her orderOnce we are in receipt of this item, the customer will be due a refundShe was refunded once already due to cancelling the replacement order, so she will be due a second credit The phone number for the return carrier was also provided to the customer in the same email with the return instructions We apologize that we were unable to fulfill the customer's needs in a more timely manner

Initial Business Response / [redacted] (1000, 5, 2014/10/06) */ Contact Name and Title: [redacted] ***, AcctMgr Contact Phone: XXX-XXX-XXXX This customer was contacted by [redacted] at Alpine Home Air Products to resolve the issueIt had been forwarded to him by the company owner [redacted] A replacement order PLXXXXXX is being processed today, 10/6/2014, to send the missing product via expedited next-day shipping at no cost to the customerThe customer was also informed of this on the telephone

Hello [redacted] Thank you for your time today, I appreciated the opportunity to speak with you and help resolve this issue We have authorized the return of this equipment, as mentioned, upon receipt of the equipment to our warehouse we will issue credit in full for the unit to your *** card used for payment I have sent you return instructions and bill of lading for the freight company, please let me know if you have any questions - I am happy to help and can be reached at [redacted] ***I hope you have a wonderful weekend and look forward to speaking soonThank you, [redacted] Customer Experience Manager Alpine Home Air Products

Initial Business Response / [redacted] (1000, 6, 2015/10/08) */ Contact Name and Title: Karen ***, VP Contact Phone: XXXXXXXXXX Contact Email: ***@alpinehomeair.com Hi ***, I'm sorry that you experienced this issue with your systemWe haven't had this issue on any other condenser that we have soldWe back the manufacturer's warranty but do not offer additional warranty coverage at this timePer Goodman, they are only offering tech advice on the issue and a TXV replacementI would suggest seeking reimbursement from the tech who misdiagnosed the issue originally Best regards, Karen [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately I cant except this responseThe unit you sold me has a serial number that falls under the defectedAnd guess what ? It defectedYou sold me that unit, not GoodmanI am your customer, Goodman doesn't speak me, only to techniciansAnd then you have the audacity to suggest I seek reimbursement for the the first misdiagnosed service call from a technician Final Business Response / [redacted] (4000, 10, 2015/10/18) */ Contact Name and Title: Karen ***, VP Contact Phone: XXXXXXXXXX Contact Email: ***@alpinehomeair.com If your tech incorrectly diagnosed your system issue and charged you $1,for a repair that wasn't required, the fault is your technician'sWe cover the warranty offered by the manufacturer and the manufacturer is not going to pay for a faulty diagnosis and repair by your contractor, nor are we

It is a shame the only reviews are from people who have a bad experiencemad people hopefully will not sway you from this wonderful company out of the thousands or more they surely deal withI bought my furnace in and it was delivered within a reasonable amount of time to be trucked to my house from the other side of the countryAfter installing it would not startI called and Brian the technician knew exactly what to look at first due to the error codeLiterally, within minutes of saying hello, my NEW furnace was running perfectlyNow years later my furnace wouldn't fireI called and spoke to brian againTold him the code, he had me check a few tubes for clearance and had me try again after the troubleshootingOnce again, within minutes of saying hello, my furnace is running perfectly againWhen thanking him he reminded me that they give lifetime phone support and these new units are nearly totally repairable by someone with any mechanical ability and a screwdriver and the like I ask this, what other company can you call almost years after you bought their product that will even talk to you? That in itself, is worth $of dollars in saved service call feesThink about that

We purchased a heat pump in JuneThe coil started leaking on Oct We contacted Alpine on Oct after the installer was able to determine what was neededThe unit has a year warrantyThe part was supposed to be ordered that dayIt did not get ordered until late the after calls to Bryan at AlpineHe told me that Goodman was out of stock on the partI called Goodman and confirmed that they in fact were not out of stockI called Bryan back and he told me that he had been busy so it had not gotten orderedBut assured me that he would have it by the first of the weekIt is midweek so I emailed to get statusI received an email stating that it had been delayed and that they would not receive the part until the 28thI replied and asked for someone to call meOf course they did notI called and spoke with Bryan who told me athat goodmans computers had been down since the part was ordered so it did not shipNo way do I believe that a company as large as Goodman has stopped doing business for an entire weekI finally got transferred to a supervisor by the name of Nicole (I left her a message a week ago with no call back)She was no help and was very matter of fact that it may not even ship on Friday and at best I would not get the part before Wednesday at bestShe said that she couldn't confirm if Goodman had shipped the partI asked her to call them to confirm and call me backHe response was she would sometime tomorrow when she got around to itWow!! That is customer service and parts at their finest

Initial Business Response /* (1000, 8, 2014/07/11) */
Contact Name and Title: *** *** - Operations
Contact Phone: XXX-XXX-XXXX
Alpine Home Air Products acknowledges that the company attempted to procure the replacement parts from the manufacturer, which took longer than anticipated,
and then the parts ordered were not the ones receivedAs of 7/7/2014, Alpine Home Air Products processed an order for an entirely new unit at no cost to the customer, and which shipped to the customer on 7/7/

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: *** ***, VP
Contact Phone: XXX-XXX-XXXX x ***
Contact Email: ***@alpinehomeair.com
Hi ***,
I'm sorry for the trouble you experienced*** said that she resolved this issue for you this morning
Please let me know if you need any further assistance from us and I will help you directly
Thank you for your businessI'm glad that everything worked out
Warm regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are taking the $for damages basically because we were tired of being ignoredIn the process of being ignored we had to get a damaged condensing unit hooked up not knowing if it was even going to hold just because we needed air conditioning for my asthmaWe would have rather had a unit that looked like new hooked up and not something that looked like it came out of damaged goods
Thank you for your response, but *** really played this offThe email she sent telling us what to do in this matter was suppose to be sent out moments after speaking to her the first timeWhen she sent it to me four days later, she tried to cover it up as a resendBecause we have been around email for a while, I can tell the difference, instead of the original date being on upper right hand, it should have been in left hand side linked with the old messageSo in my opinion, it was never sent out the first time
After seeing this, and visiting the Revdex.com about this matter, I would really look into educating staff on how to communicateSilence makes an unhappy customer more than not doing anything about itBut if you put silence and not doing anything about it together, then we create bad business
After talking to the heating and plumbing guy that hooked it up, he said it happens all the timeThe difference is is that the people they deal with take care of their business and replace the units in a nicer way

Initial Business Response /* (1000, 12, 2014/02/17) */
Contact Name and Title: *** *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@alpinehomeair.com
The customer purchased this item 6/10/2011, and it was shipped on 6/10/Under the "Warranty Claims" link on our
website, it states:
"If your product should ever fail, send us the defective part under the policy terms and we'll send you a new free one."
The customer has not returned the defective item to us, so we cannot provide a free replacementThe deposit is being requested because the replacement part is being sent BEFORE the defective one is returned, which is outside our policiesFurthermore, shipping is only covered in the first days, as stated in the same policyAlso, this same policy states:
"Labor warranties are not provided on any of the products we sell, however, a professional installer can provide a labor warranty on his workmanship."
Alpine Home Air Products, therefore, does not cover labor fees for warranties
Alpine Home Air Products is willing to send a free replacement to the customer, but the defective part must be returned first, and the customer must pay for all shipping and labor fees, per the policies on the websiteAgain, these are found at the bottom of the page under the "Warranty Claims" link

Customer service contacted me weeks after I purchased the product I had a broken and garbled message to call them back I called them and they said they cannot ship to a different address than the card is issued unless my bank does something with my account (mind you they have already confiscated the funds) I called my bank and told them "you have to add something to my account"...they thought I was a fraudster and started recording the messageOnce they found out I was legit they told me they have no clue what they are talking about They said the only way they can add an address is if it's my actual address I work in different states and if this happened to every purchase I would go bankrupt on time alone I was on hold for minutes and it finally hung up on me (Alpine)...this is the third call I don't know what else to do...they stole my money and refuse to ship the product I have now wasted a total of hours with this company Not worth the time!
At this point I am not even sure they are a legitimate business

Contact Name and Title: *** *** VP
Contact Phone: ***
Contact Email: ***
Hi ***
I'm sorry that you are having difficulties with your unit
I reviewed the unit and the inspection on it before it was shippedThis was a brand
new unit that would have been partially opened only to determine if it was damaged underneath the packaging before it shippedIt is a requirement that each piece of equipment is inspected before it is releasedThis was absolutely never installed or used prior to you receiving it, nor was it refurbished in any way
The manufacturer produces these in large quantities for us on demandIf there is a manufacturing issue with the item it is covered under warranty and we would be happy to work with you and the manufacturer to resolve any issues with the unit or exchange it provided it is within the guidelines for the warranty set by Williams
Thank you,
*** ***
Alpine Home Air Products

Initial Business Response /* (1000, 5, 2014/10/06) */
Contact Name and Title: *** ***, AcctMgr
Contact Phone: XXX-XXX-XXXX
This customer was contacted by *** *** at Alpine Home Air Products to resolve the issueIt had been forwarded to him by the company owner ***
***A replacement order PLXXXXXX is being processed today, 10/6/2014, to send the missing product via expedited next-day shipping at no cost to the customerThe customer was also informed of this on the telephone

I was reading the reviews regarding Alpine Home Products and I saw where several customers had negative experiences with this companyI want to share a different a experience as I purchased a heating furnace from Alpine Home Air Products back in October of It is a 95% efficiency, 69,BTU gas furnacePrior to finalizing the purchase, I called and talked with one of the sales consultants who did an excellent job of assisting me with the size of the unit needed (BTU's) and supporting equipment needed for the installationHe even pointed out how I could save money by purchasing supporting equipment which was on sale (programmable thermostat, LP Conversion Kit)I paid for the furnace and additional equipment with my credit card and believe me, three days later, the delivery truck pulled up to my home and delivered the unit (free delivery) -- I live in North West FloridaThe unit has not given me any trouble since I had it installedI got a professional heating/AC company to install the unit as I felt as though installation was waaayyy out of my lane and it was safer and made much better sense for me to pay the cost for professional installationI had absolutely no problem with this equipment nor with the sales tech who assisted me as I needed exactly what I purchasedThe only problem I experienced was with their referral listing of professional installersI was provided a listing of licensed installers the names on the listing were either no longer in business or not accepting outside referrals so I had to make arrangements to locate my own installer to get an estimate prior to giving the approval to move ahead with the installationThis unit has really made a huge difference with the amount of propane I need for the winterMy old unit had a 70% efficiency rating and my new unit has a 95% efficiency rating --(what a big difference!)The reason I am looking on this site again is because I'm planning to change out my AC unit in the spring of and I'll probably purchase it from Alpine Home Air ProductsJust wanted to let everyone who reads the reviews on this site know that I had a very positive experience with AlpineAND -- May I please make one very critical suggestion -- if you are not a professional AC/Heating Installer, I highly recommend you consulting/employing someone who is a licensed professional to handle the installationIt may cost you a few dollars up front but it will save you many, many headaches and many, many dollars and a whole lot of frustration in the long in the long runActually, it is much safer and cheaper to just leave it to the professionals!

Hi,
I believe this issue was worked out with the consumer The product was delivered
Thanks,Karen ***VP

Hello ***
I understand you have been in touch with *** regarding the issues you are experiencing with your unit and that you have a technician coming out on Monday to fully diagnose the issue so that we may take appropriate steps to resolve the issue with you I am glad to
hear that the electrician has verified the voltage and hookup of the unit, and that the installer has confirmed the pressure and refrigerant are correct Please let us know if there is anything further we can do at this time, otherwise we look forward to being in touch on Monday and working to resolve this issue with you. Best Regards,
*** ***
Customer Experience Manager
Alpine Home Air Products
*** ***

Hello ***
First, I would like to say that I am very sorry for the delays and frustrations which you have experiencedI understand that you would
like to have a replacement unit and small parts sent OR just return all items, cancel search for lost items and the claim started, and be issued a credit in full for your orderI had reached out yesterday (7/12) via phone and email as well regarding your damage and lost item issues, I am sorry I was unable to reach youWe unfortunately will not have your particular model in stock again until approximately August 23rdWe understand that this timeframe may be too long of a time for you to wait and we are certainly happy to authorize return of your order for full credit, I did send you an email yesterday with instructions on return of items which you have received, It was sent to *** - is this the best email to contact you? If not, I am happy to resend the return instructions to a better email addressUpon confirmation that the items have been picked up from your location by the carrier specified in the return instructions and are en route to our warehouse, we can issue credit in full to the card on file.Please feel free to contact me directly via email reply or phone at *** ***I am happy to help.Best Regards,***Customer Experience ManagerAlpine Home Air Products*** ***

Business Response /* (1001, 15, 2014/11/24) */
Alpine mailed a refund to the customer that should be received by 11/26/We apologize for the delay in this labor warranty refund
Consumer Response /* (3000, 22, 2014/12/05) */
12/5/
I waited to last minute before replying
to see if check would come but it's been over a week and no check I think they answered to the Revdex.com to look like they were trying to settle the case but didn't actually send a check
Business Response /* (4000, 26, 2014/12/30) */
Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXX-XXXXXXXX-XX-XXXX)
message
*** ***
Mon, Dec 29, at 3:PM
To: ***@chicago.Revdex.com.org, *** ***
Hi ***,
We refunded the customer on payment XXXXX sent on 12-9-Can you please close this case as resolved? I did not receive a final notice about this issue in my email inbox
Thanks,
***

Hello ***
Thank you for reaching out, I am very sorry for the frustrations which you have experienced All of our scratch and dent items are supposed to have an inspection done at our warehouse prior to shipping to ensure functionality and safety, I am researching your unit now to
verify if that happened and who our associates involved were My sincere apologies that the unit seems to have had further damage than advertised, I can understand your frustration I have reviewed your case with our customer service team and though it is outside of our scratch and dent policy, we have agreed to issue you return authorization for the unit You should have received an email with return instructions and a return Bill of Lading, please let us know if you have any questions regarding the return set up/scheduling with the carrier Please contact us with tracking number verification once the unit is picked up by the carrier specified in your return instructions already emailed Upon confirmation that your unit is in transit back to our warehouse, we will issue credit in full to your card used for payment Should you wish to purchase a new unit, we would be happy to apply your credit to the new orderPlease let me know if I can be of any further assistance or if you have any questions, I am happy to help I can be reached via email or directly at the phone number and extension listed below Again, I am very sorry for the frustrations which you experienced and thank you for reaching out.
Best Regards,
***
Customer Experience Manager
Alpine Home Air Products
***
*** ***