National Management, Inc.

Complaint: ***
I am rejecting this response because:You are not telling the truthNo e-mails were sent by you when we did not respond to the shipperYou were told on the phone when the order was placed about our planned tripsYour CSM lied to me on the phone and said the call had been reviewed and there was no mention of a delivery date problem
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:They did not process the order in a timely mannerWe were informed that the item would be available on August They did not process the order until the 25thWe left on vacation on that date out of the United States and were unable to receive e-mails or calls.They did send out the e-mail regarding shipping procedures, which they violatedTheir procedure indicates the holding of the shipment, but a storage feeInstead it was returned.If you are unavailable to take delivery on your products within two days after the shipment arrives to the service center, the carrier will assess charges of $per day for storage fees. They continue to state both verbally and now in writing their attempts to contact meThis is simply not trueTheir customer service never contacted us unless we repeatedly contacted them. The entire problem could have been avoided if the had either processed the order by the date they told us (August 19) or they had contacted us when they knew they could not meet that date so we could postpone shipment
Sincerely,
*** ***

Hello *** Thank you for reaching out, I am very sorry for all the delays which you have experienced in receiving your replacement coilAt the time of your order we did have all parts available and able to be quickly sourcedUnfortunately, *** Manufacturing has experienced an extreme
delay in coil production due to changes in their manufacturing system and it has caused a severe coil shortage nationwideI am very sorry that the coil which were able to ship out to you for warranty quickly was then damaged in transit and we are now having to wait on *** to get the needed coil manufactured and sent outThey have given us a delivery date of 7/21/to receive this coil to our warehouseIt is my understanding that you spoke with our Customer Service Manager, *** and you told her that you were willing to wait until then for the unit to ship out to you before looking for further actionWe do appreciate your patience and are very sorry for the delayed and changing dates, we are trying our best to get concrete answers from *** and are updating you as we have updates from themWe do have a tracking number and have confirmed that the coil is on the way to our warehouse for us to ship out to you.I truly wish we could manufacture this coil ourselves or that the first coil sent had not been damaged, we want you to have your coil as wellThank you for your patience in the warranty processing and delays due to nationwide coil shortage with *** - we appreciate itWe look forward to shipping a coil out to you on 7/21/after receiving it in our warehouse.Thank you,***Customer Experience ManagerAlpine Home Air Products***

Hello Mr***Thank you for reaching out, I am very sorry to hear about the frustration which you have experiencedI reviewed your order and see that we had initially tried to work with you to complete warranty troubleshooting, when you expressed a preference to return the installed unit rather
than work thru warranty, we did allow that return of the product and sent you a prepaid return shipping labelOnce the product was received, we issued a credit to your card on file less original shipping costs per our warranty and return policiesI am sorry if this policy was unclear prior to your return of the productAs a good faith gesture, we have issued you credit for the original shipping cost paid by yourselfYou should see that credit post to your account in - business days. Please let us know if we can be of any further assistance, we are happy to help and can be reached at ***.Thank you,***Customer Experience ManagerAlpine Home Air Products

Hello *** I am very sorry for the damage issue and subsequent delays which were experienced with your warranty order, I can understand that it would be frustratingThe needed coil did come into our warehouse this morning and ship out to you today via *** on tracking number *** - as this is processing in the *** system today they will have your shipment available for tracking tomorrowIt is our sincere hope that this coil arrives to you in good condition and your system will be fully functioning.If, for some reason, this second replacement coil arrives damaged we will certainly be happy to review other options for resolution - though we do hope that this coil currently on the way to you will arrive undamaged and resolve the warranty issueIf this coil does not resolve the issue or arrives damaged, we will of course be happy to work with you for either a new unit or credit as appropriateWe do appreciate your patience while we try to work with Goodman to expedite a coil and warranty resolution for you.Thank you,***Customer Experience ManagerAlpine 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,
*** ***

Hello ***Thank you for reaching out - I am so sorry that you are experiencing these warranty issues with the Stylecrest unit and replacement partsI was unfortunately out last week due to a family emergency and am just seeing this message, my sincere apologies that I have not responded to you
sooner.I can understand your frustration at the length of time that everything is taking for warranty resolution with Stylecrest, we can certainly work with you to rectify the issues which you have been dealing withI tried calling you directly but was unable to leave a voicemail, is there a best time to reach you? Alternatively, you can give me a call directly during a time of your convenienceI am available M-F 8:30am - 5:30pm CST at *** ***.I look forward to being in touch and coming to a resolution together.Thank you,***
Customer Experience ManagerAlpine Home Air Products*** ***

Hello *** 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 *** ***I hope you have a wonderful weekend and look forward to speaking soon.Thank you,*** ***Customer Experience ManagerAlpine Home Air Products

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

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 you.We 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*** ***

Hello [redacted]Thank you for writing in. I am sorry to hear about the frustration which you experienced regarding the return credit of your order. Unfortunately, while you may not have fully received shipment of your order, it was already at the destination terminal and had shipped from our warehouse...

in Kentucky to a local terminal in California. As agreed to at time of checkout with order placement, should you be returning or refusing shipment for personal reasons (non-damage), shipping is deducted from return credit. I understand that the amount may seem high, however we are shipping large and heavy items by freight which costs much more than a small parcel or Ground shipment. We do not assess any further fee than what we have been charged by the carrier. We do offer Flat Rate Shipping for $30, which can be purchased upfront with your order as a shipping insurance, should you need to return the item for personal reasons. If this Flat Rate Shipping is purchased upfront, then no shipping is deducted from a return credit within the 30 day return period.Again, I am sorry for any frustration which this may have caused and can understand your concern. Please know that we only deduct the actual shipping we are charged by the carrier in cases where a customer chooses to return a shipment for personal reasons and has not purchased the Flat Rate Shipping upfront.As a sign of good faith and because we appreciate that you did purchase the correct unit for your needs from us after returning the original, we would be happy to split the cost of shipping with you and issue an additional credit of $175 to your account on file. We cannot however issue credit in full, as we did incur the full cost from the shipping company and shipped your new order out to you at no cost.I hope you can understand our situation that whether you fully receive a shipment at your house or not, we still have a bill from the shipper for the product shipping from Kentucky to California. The shipping fee which was deducted from your credit was only the amount we paid the carrier and was deducted per our return policy which is agreed to by all customers at time of order placement. The policy is at the link below should you wish to review it further.[redacted]Again, my sincere apologies for any confusion regarding why the shipping fee was deducted from your order. We would be happy to split that cost as a sign of good faith and issue credit to your account for an additional $175.Please let us know if we can be of any further assistance, we are happy to help.Thank you,[redacted]Alpine Home Air Products

this is the same generic "blame the manufacturer" response I've been receiving. I never said I was ok with waiting this long for a replacement part. If [redacted] is to blame for this, you as a representative should stand by your customer and process this return. The air conditioner has never worked, thereby making it defective. I, as the customer, should not be the one bearing the burden. The excuses that I have received thus far have only indicated the lack of accountability and ethics. My complaint through the Revdex.com onl stems from lack of responsibility when I have complained to alpine home air.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Hello Mr. [redacted], Thank you for reaching out, I am very sorry for the delays which were initially experienced on your order and the subsequent return of your shipment to our warehouse. We do send an email to all customers when orders ship from our warehouse with the carrier information, contact...

phone number and estimated date of arrival. I see that the carrier attempted to call multiple times to schedule delivery, additionally our customer service team attempted to reach out via email multiple times to the email on your order - I am sorry that we were unable to reach you. Unfortunately, since we never heard from you after the initial email was sent advising you of the tracking information with estimated date of arrival and per our shipping policies which you agreed to at time of checkout, you would be responsible for those shipping charges from the freight company. I see we have issued credit to your account less the shipping charges. Please let us know if we can be of any further assistance, we are happy to help.Thank you,[redacted]Alpine Home Air Products

Hello [redacted]I am very sorry, I can certainly understand that it would be incredibly upsetting to have these continued issues with installation. I am also very sorry to hear that the board chip did not work to get the unit running - both the board and chip which we sent are the items we were advised...

were needed by [redacted]. I am also very sorry that the board and chip needed did not come into our warehouse to ship out as we anticipated and that there were delays in the needed items getting to you.When we spoke Friday, you advised me that you were going to provide us with the name, address, and phone number of technician which came out to diagnose the issue. Do you have that information available? As mentioned, as soon as you provide me with that information I can credit the $300 for the board to your account and finalize warranty processing for that. We are also happy issue a labor credit for the technician/parts once we have an invoice from the technician stating what the charges due were.Of course, if the [redacted] technician is not able to get the unit working, we would be happy to return the unit to our warehouse and refund you in full for the unit. We do not want our customers to experience these issues or frustrations and I am sorry that you are. Please provide me with the needed technician's information and I am happy to issue credit for the $300 - I hope you can understand that we need this information to process fully on our end with the manufacturer. Also, as soon as you have invoicing from the technician please submit to us and we will be happy to process a labor credit to your account.Thank you,[redacted]

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, 2015/06/16) */
Contact Name and Title: [redacted], VP
Contact Phone: XXX-XXX-XXXX x [redacted]
Contact Email: [redacted]@alpinehomeair.com
Hi [redacted],
I'm sorry for the trouble you experienced. [redacted] 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 business. I'm glad that everything worked out.
Warm regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are taking the $100.00 for damages basically because we were tired of being ignored. In 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 asthma. We 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 [redacted] really played this off. The email she sent telling us what to do in this matter was suppose to be sent out moments after speaking to her the first time. When she sent it to me four days later, she tried to cover it up as a resend. Because 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 message. So 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 communicate. Silence makes an unhappy customer more than not doing anything about it. But 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 time. The difference is is that the people they deal with take care of their business and replace the units in a nicer way.

Hello [redacted] Thank you for reaching out, I am very sorry to hear about the issues and frustrations which you have experienced with the air handler which was installed in your kitchen. We can certainly ship you a new air handler at no cost, my apologies that that option was not offered to you...

earlier! I have called the phone number on your order and left a voicemail with my direct extension, we just need to confirm which of the air handlers from your order is the one needing replacement (the 12K or 9K BTU model). Once we have that model confirmed, we can get the replacement shipping out to you.Please contact me during a time of your convenience, my direct extension is [redacted] and I am in office M-F 8:30am - 5:30pm CST. Thank you again for reaching out and my sincere apologies for the issues which you have experienced. I look forward to working with you and resolving the issue!Thank you,[redacted]Customer Experience Manager[redacted]@alpinehomeair.com[redacted]Alpine Home Air Products

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 do have to stress that you please make sure the website and customer service agents are updated on a regular basis.  Thank you.Respectfully,
[redacted]

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.

Tell uHello [redacted]Thank you for reaching out. I am very sorry to hear about the issues which you experienced in regard to wrong product, delays experienced with the replacement, and the incorrect information provided by some of our customer service agents. I can certainly understand your...

frustration.I have reviewed your order with our technical and customer service teams for reference; we appreciate the opportunity to continue training and improving our customer experience. It is our goal to be the most easy to use retailer of HVAC products online - I am very sorry that was not the experience in your case. Thank you for taking the time to share your feedback with us so that we may address the issues internally. We would be happy to issue a partial credit for the incorrect product which caused further labor on your end. We can offer a credit of $75 to your card on file - if that is amenable please just reply to let us know. Once you have confirmed that you accept, we will issue credit and send you an email confirming that has happened.Thank you again, we appreciate your time and feedback. Best Regards,[redacted]Customer Experience ManagerAlpine Home Air Productss why here...