National Management, Inc.

Hi,I believe this issue was worked out with the consumer.  The product was delivered.   Thanks,Karen [redacted]VP

Initial Business Response /* (4000, 11, 2015/06/05) */
We were waiting for the situation to resolve before addressing this. We have fully refunded the customer and are phasing out the shipping company that was causing these damage issues. The issue says it is on hold now and I can't update...

it.
Thanks,
[redacted]

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.

Hello Mr. [redacted]I am very sorry for the frustrations which you are experiencing due to the shipping delay, storage fees and subsequent return of your order to our warehouse with credit issued less a portion of the shipping fees. The shipment was initially delayed due to shipment from the manufacturer, I am sorry that it was not received before you left for your trip. The shipping company made multiple attempts to contact via phone and we made multiple follow-up emails trying to contact you regarding the shipment between August 30th and September 8th, at which point the shipment was returned to our warehouse by the carrier. After the return of the equipment to our warehouse, we did wait until September 14th to issue the credit less a portion of shipping as we tried to work with you to re-ship products. We assessed a shipping fee to your credit for a portion of the shipping fees which we paid to the carrier, we did take on a portion of that cost internally as we recognize that there is responsibility on both sides - which I hope you can appreciate. I am very sorry that you do not agree with the deduction of a portion of the shipping charges as part of your responsibility. Even if the products had shipped out exactly on 8/19/17 that is the date the shipment leaves our warehouse and there was no Guaranteed Shipping on your order giving an exact shipment arrival date - that is an estimate with an estimated arrival. We do have the full shipping policies and information available on our website for your reference, I have included the web address below: https:[redacted]Again, I am very sorry for any frustrations and hope you can appreciate that there is responsibility on both sides. We have covered a portion of the shipping costs and deducted a portion from your return credit, per our shipping policies agreed to at time of checkout.Please let us know if we can be of any further assistance.Thank you,[redacted]Alpine Home Air Products

Hello [redacted],Thank you for your review. I am very sorry for the issues which you experienced. I can certainly understand your frustration, unfortunately the shipping companies do not always notify us if a shipment is missing within their system and we do not know about the issue until the customer...

contacts us. I do see that we were able to verify the lost shipment with the carrier on the same day which you reported it and we issued full credit to your account that same day as well. Unfortunately, we are unable to credit any amount further than what was originally paid.While it may seem that we have a high percentage of negative Revdex.com reviews, it is important to remember that most customers do not go to the Revdex.com unless they feel they have had a negative experience. We do have a 54% positive rating on the Revdex.com site and on all other review sites our customer satisfaction rating is one of the highest in the industry.Again, I am very sorry for the lost shipment and issues which you experienced with the carrier. I am happy, however, that we were able to credit you the same day and resolve your issue quickly so that you could purchase a system locally to complete your project.Please let us know if we can be of any further assistance, our customer solutions team is happy to help. They can be reached M-F 8am - 6pm and Sat 9am - 2pm CST at [redacted].Thank you,[redacted]Customer Experience ManagerAlpine Home Air Products

Hello [redacted] 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 normal 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 order.Please 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, [redacted]Customer Experience ManagerAlpine Home Air Products[redacted]

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.
Sincerely,
[redacted]

Hello [redacted]I understand you have been in touch with [redacted] 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,[redacted]Customer Experience ManagerAlpine Home Air Products[redacted]

Initial Business Response /* (1000, 5, 2014/10/30) */
Contact Name and Title: [redacted] - Operations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@alpinehomeair.com
When this customer's order was placed, the item ordered was on backorder. After several delays from the manufacturer, we...

(Alpine Home Air Products) received the item at our warehouse and then shipped it to our customer. The model number AHGV36-0A was superseded by a new model number [redacted] We were told by the manufacturer that they are in fact the same item. However, upon receipt of the order, the customer noted that the product is not the same size and would not work for her. Due to the delay on the order and subsequently having the wrong product shipped, Alpine Home Air Products credited the customer in full on 10/24/2014 to resolve the issue. The incorrect item has already been returned to us as well.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their delay was cost me a lot of time and money, I had reschedule three times installation appointments (each time $100 for broken appointment) and as a result of that my house has no heat right now and I do have two small kids. Now it will cost me twice of price to buy and install everything. They do refund me a money but I lost more than that. I want them to know this is not the way to treat people.
Final Business Response /* (4000, 9, 2014/10/31) */
The manufacturer changed the model on this unit and increased the capacity. The other model number was discontinued. We shipped the new model to the customer at no additional charge, the same as the manufacturer who shipped us this product as a replacement. The customer then returned this product. We cannot fulfill the original order as placed and have refunded the customer in full. I apologize for the inconvenience this has caused.

Contact Name and Title: [redacted] VP
Contact Phone: [redacted]
Contact Email: [redacted]
Hi [redacted]
I'm sorry that you are having difficulties with your unit.
I reviewed the unit and the inspection on it before it was shipped. This was a brand new unit that would have...

been partially opened only to determine if it was damaged underneath the packaging before it shipped. It is a requirement that each piece of equipment is inspected before it is released. This 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 demand. If 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,
[redacted]
Alpine Home Air Products

Business Response /* (1001, 15, 2014/11/24) */
Alpine mailed a refund to the customer that should be received by 11/26/14. We apologize for the delay in this labor warranty refund.
Consumer Response /* (3000, 22, 2014/12/05) */
12/5/14
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# [redacted] (Ref#XX-XXXXXXX-XXXXXXXX-XX-XXXX)
1 message
[redacted]
Mon, Dec 29, 2014 at 3:46 PM
To: [redacted]@chicago.Revdex.com.org, [redacted]
Hi [redacted],
We refunded the customer on payment XXXXX sent on 12-9-14. Can you please close this case as resolved? I did not receive a final notice about this issue in my email inbox.
Thanks,
[redacted]