Alpine Home Air Products

Initial Business Response /* (1000, 8, 2015/06/02) */
Contact Name and Title: *** ***, **
Contact Phone: XXX-XXX-XXXX x ***
Contact Email: ***@alpinehomeair.com
Hi ***,
I'm sorry you had issues with your productWithin the first days we pay for shipping to and from on
any defective partsI am not sure why you weren't refunded but I will discuss it with our customer service team and will process the refund today
Thank you,
*** ***

Absolutely a company to avoid at all costs. There promise of free shipping and satisfaction guaranteed is [redacted]. Website has incorrect information confirmed by incorrect salesmen. When sales man makes error, customers fault. Everything is customers fault at customers expense. Avoid like the plague.

We purchased a power supply part ($126) for our electronic air filter. After we installed, it is not working. We called the tech support for trouble shooting they didn't offer any useful suggestions. We called customer service to ask for return, Ryan told us according to their written policy, installed product can't be returned. We asked him how do we know if the product was a malfunctioned one if we didn't install. He said we need to hire a professional electrician to tell him it was malfunction. Which means we need spend more money to hire an electrician, may or may not get money back. Their "30 day money back guarantee" is a false advertisement. The company simply don't want to accept return.

Initial Business Response /* (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...

September. She 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 them. To date, we have no confirmation from the customer that this claim was filed. It 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 receipt. At delivery, the customer even has the opportunity to refuse the shipment, which also wasn't done. Alpine 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 damages. The instructions for doing so were emailed to the customer on 7/21/2014. At no point did Alpine Home Air Products agree to do a pickup or exchange on the unit.
Consumer Response /* (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 Alpine. If you could provide us with a fax number or we can email copies of all of our correspondence with R&L Carriers. When our claim was denied, Alpine said we should resubmit the claim. We called to resubmit our claim and made follow up phone calls everyday and they kept telling us we filed the claim past the 15 day grace period which we have proof we filed immediately. We 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 town. The town has strict codes about deliveries and we will be fined for having this on the property. Please 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 review. Thanks
Fwd: Broken Air Conditioner
1 message
[redacted] & [redacted]

It is a shame the only reviews are from people who have a bad experience. 4 mad people hopefully will not sway you from this wonderful company out of the thousands or more they surely deal with. I bought my furnace in 2012 and it was delivered within a reasonable amount of time to be trucked to my house from the other side of the country. After installing it would not start. I called and Brian the technician knew exactly what to look at first due to the error code. Literally, within 5 minutes of saying hello, my NEW furnace was running perfectly. Now 4 years later my furnace wouldn't fire. I called and spoke to brian again. Told him the code, he had me check a few tubes for clearance and had me try again after the troubleshooting. Once again, within 5 minutes of saying hello, my furnace is running perfectly again. When 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 5 years after you bought their product that will even talk to you? That in itself, is worth $1000 of dollars in saved service call fees. Think about that.

Final Consumer Response /* (2000, 5, 2015/05/13) */
Fwd: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX)
1 message
[redacted] Wed, May 13, 2015 at 11:59 AM
To: [redacted]@chicago.Revdex.com.org, [redacted]
Hello...

[redacted],
Please close the complaint below as Alpine Home Air has agreed to ship me a new furnace and refund me for the damaged AC compressor.
Thank you for your assistance on this matter.

We purchased a heat pump in June. The coil started leaking on Oct 15. We contacted Alpine on Oct 18 after the installer was able to determine what was needed. The unit has a 10 year warranty. The part was supposed to be ordered that day. It did not get ordered until late the 19 after calls to Bryan at Alpine. He told me that Goodman was out of stock on the part. I called Goodman and confirmed that they in fact were not out of stock. I called Bryan back and he told me that he had been busy so it had not gotten ordered. But assured me that he would have it by the first of the week. It is midweek so I emailed to get status. I received an email stating that it had been delayed and that they would not receive the part until the 28th. I replied and asked for someone to call me. Of course they did not. I called and spoke with Bryan who told me athat goodmans computers had been down since the part was ordered so it did not ship. No way do I believe that a company as large as Goodman has stopped doing business for an entire week. I 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 best. She said that she couldn't confirm if Goodman had shipped the part. I asked her to call them to confirm and call me back. He response was she would sometime tomorrow when she got around to it. Wow!! That is customer service and parts at their finest.

Initial Business Response /* (1000, 6, 2015/10/08) */
Contact Name and Title: Karen [redacted], VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@alpinehomeair.com
Hi [redacted],
I'm sorry that you experienced this issue with your system. We haven't had this issue on any other condenser that we...

have sold. We back the manufacturer's warranty but do not offer additional warranty coverage at this time. Per Goodman, they are only offering tech advice on the issue and a TXV replacement. I would suggest seeking reimbursement from the tech who misdiagnosed the issue originally.
Best regards,
Karen [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately I cant except this response. The unit you sold me has a serial number that falls under the defected. And guess what ? It defected. You sold me that unit, not Goodman. I am your customer, Goodman doesn't speak me, only to technicians. And then you have the audacity to suggest I seek reimbursement for the the first misdiagnosed service call from a technician.
Final Business Response /* (4000, 10, 2015/10/18) */
Contact Name and Title: Karen [redacted], VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@alpinehomeair.com
If your tech incorrectly diagnosed your system issue and charged you $1,200 for a repair that wasn't required, the fault is your technician's. We 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.

Hi [redacted]
I'm sorry that you had difficulties with the delivery.  It's rare for one of our freight carriers to be unable to reach an address due to difficulty bringing a semi into a cul-de-sac...they will typically put the equipment on a smaller straight...

truck. I am refunding your shipping fees.  
Thank you,[redacted], VP

Initial Business Response /* (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...

September. She 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 them. To date, we have no confirmation from the customer that this claim was filed. It 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 receipt. At delivery, the customer even has the opportunity to refuse the shipment, which also wasn't done. Alpine 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 damages. The instructions for doing so were emailed to the customer on 7/21/2014. At no point did Alpine Home Air Products agree to do a pickup or exchange on the unit.
Consumer Response /* (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 Alpine. If you could provide us with a fax number or we can email copies of all of our correspondence with R&L Carriers. When our claim was denied, Alpine said we should resubmit the claim. We called to resubmit our claim and made follow up phone calls everyday and they kept telling us we filed the claim past the 15 day grace period which we have proof we filed immediately. We 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 town. The town has strict codes about deliveries and we will be fined for having this on the property. Please 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 review. Thanks
Fwd: Broken Air Conditioner
1 message
[redacted] & [redacted] Business Response /* (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 facility. Return instructions and a bill of lading were emailed separately on 11/4/2014 to the email account the customer provided on her order. Once we are in receipt of this item, the customer will be due a refund. She 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 /* (1000, 5, 2014/02/06) */
The customer was provided two lists of products (quotes) by email. The first list didn't meet the customer's need to qualify for a local utility company's rebate, so the sales rep researched the qualification parameters, and sent a second...

quote for products that did qualify, including notes detailing such. The sales rep then spoke with the customer's representative, a friend the customer was using to communicate with Alpine on her behalf, who she was acting as an intermediary to select products for her.
Customers have the ability to place orders directly themselves at any time online on Alpine's website for any products they wish. Although a new, revised quote with notes was sent to the customer, as well as a follow up phone call by Alpine's sales rep to the customer's representative discussing such, the customer placed the order online herself, and ordered items she didn't ultimately want, because she didn't order the items Alpine recommended on the most recent quote.
Alpine has reviewed all emails, quotes, listened to all recorded calls with the customer and spoken with internal staff who have worked with the customer, and it's been found that the customer's intermediary created confusion for customer, and the customer simply ordered the wrong items. The error was the customers. She did receive the items she ordered, she simply entered items she did not want on the order.
It is Alpine's understand that the customer has installed the products and they are working perfectly for the customers heating and cooling needs, but that they do not qualify for a local utility companies rebate. The customer may return any uninstalled items on the order within 30 days for a full product refund, which is a standard return policy. The customer continues to receive all other warranty and unlimited technical support benefits for her order.
Final Consumer Response /* (3000, 7, 2014/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer service Rep said he sent the wrong quote and that it had been amended/corrected. He didn't say he was sending a new quote. I have no control over the internal ordering system for Alpine Home Air Products so I was left to believe that the quote had been revised/corrected as he stated to me and proceeded with the order. In reference to the intermediary I had working with the sales rep, this person is actually a client (now also former client) who had purchased a very similar unit as to the one I was trying to get from the SAME sales rep. Alpine references the many calls that they listened to, and spoken to the staff (which I assume to be the Sales Rep)and he admitted his mistakes and apologized and even offered to pay for it out of his paycheck, although there is no mention of this by Alpine respondent. How is it that I made all those phone calls (that they listened to) to get the correct unit but still didn't get it? It is unreasonable to assume that I have installed this unit and it is "working perfectly" as it isn't the heating/cooling system I ordered (it was the system your sales rep wrongly put on a quote) and therefore not only working inadequately for my square footage/etc because it is the wrong unit for my home. Alpine should send me the correct unit and send a recall shipping tag for this unit and provide a $600 credit as his manager had already previously offered but the owner rescinded.
The bottom line here is that this isn't confusing at all. It is very easy to pollute this purchase to make it look so, but it is very simple that Alpine Home Air Products internal quote/ordering system screwed this order up so badly that it is now a very expensive loss to them to do the right thing and fix it, so instead they are leaving me, the consumer holding the loss!
Final Business Response /* (4000, 11, 2014/03/03) */
This customer was sent two quotes. On the second quote, it specifically stated that those items were the ones required to get the AHRI match the customer was requesting. The sales rep advised the customer that the quote had been redone and resent. When the purchase was made, the customer purchased the items on the first quote instead of the second quote, which again specifically stated that the second quote included the items the customer needed for the AHRI match and refund.
Alpine Home Air Products is not responsible for this error as an amendment was made before the shipment was processed and the customer was advised of the amended quote before placing the order. The customer incorrectly placed the order online using the first quote, despite being informed that a second quote was sent.
Per our previous response, the customer continues to receive all other warranty and unlimited technical support benefits for her order.

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 [redacted]...

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 soon.
Thank you,
[redacted]
Customer Experience Manager
Alpine Home Air Products

Initial Business Response /* (1000, 5, 2014/10/06) */
Contact Name and Title: [redacted], Acct. Mgr.
Contact Phone: XXX-XXX-XXXX
This customer was contacted by [redacted] at Alpine Home Air Products to resolve the issue. It 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 customer. The customer was also informed of this on the telephone.

My furnace went out over the weekend; I was aware it was getting old and was pushing it but just couldn't afford to replace it but I found Alpine Home Air and thought GREAT! However their customer service sucks. The order didn't ship out for a week and they weren't even going to notify me until I called them. All after they called me to verify the order and guaranteed it would ship out the day after I ordered. So here I sit in the middle of December with a baby and no heat for over a week because they dropped the ball. If you are looking for cheap prices these are the people, but don't expect top notch service.

Alpine will not stand behind their products. They will blame everything on the manufacturer and expect the customer to fix the product

Initial Business Response /* (1000, 5, 2014/04/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@alpinehomeair.com
When the customer advised Alpine Home Air Products about the return, an inventory count was done on the items in question. It was...

subsequently verified that the carrier had somehow returned them separately from the equipment, so they were not checked in appropriately. The remainder of his return has been reviewed, and a credit was issued today 4/2/2014 for $119.98, which is the cost of the two additional parts. The customer has now been refunded for all the items he returned.
Initial Consumer Rebuttal /* (2000, 7, 2014/04/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received an email from them stating that I would be credited the amount in question, although it will be a few days before the credit will show on the credit card, it is a shame that one has to resort to filing a complaint to get results, but I guess that is when it is really good that the Revdex.com is there. thank you so much for your help!!