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National Management

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National Management Reviews (11)

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 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 outBest 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 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] ***

Hello [redacted] ,Thank you for your reviewI am very sorry for the issues which you experiencedI 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 usI 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 wellUnfortunately, 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 experienceWe 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 carrierI 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 helpThey can be reached M-F 8am - 6pm and Sat 9am - 2pm CST at [redacted] .Thank you, [redacted] Customer Experience ManagerAlpine Home Air Products

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 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, [redacted] Alpine Home Air Products

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 feesThe shipment was initially delayed due to shipment from the manufacturer, I am sorry that it was not received before you left for your tripThe shipping company made multiple attempts to contact via phone and we made multiple follemails 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 carrierAfter 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 productsWe 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 appreciateI am very sorry that you do not agree with the deduction of a portion of the shipping charges as part of your responsibilityEven if the products had shipped out exactly on 8/19/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 arrivalWe 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 sidesWe 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

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Contact Name and Title: [redacted] ***, VP Contact Phone: XXX-XXX-XXXX x [redacted] Contact Email: ***@alpinehomeair.com Hi [redacted] , I'm sorry for the trouble you experienced [redacted] said that she resolved this issue for you this morningPlease 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, [redacted] Initial Consumer Rebuttal / [redacted] (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 [redacted] 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

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 youBest Regards, [redacted] ***Customer Experience ManagerAlpine Home Air Products [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/10/30) */ Contact Name and Title: [redacted] - Operations Contact Phone: XXX-XXX-XXXX Contact Email: ***@alpinehomeair.com When this customer's order was placed, the item ordered was on backorderAfter several delays from the manufacturer, we (Alpine Home Air Products) received the item at our warehouse and then shipped it to our customerThe 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 itemHowever, upon receipt of the order, the customer noted that the product is not the same size and would not work for herDue 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/to resolve the issueThe incorrect item has already been returned to us as well Initial Consumer Rebuttal / [redacted] (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 $for broken appointment) and as a result of that my house has no heat right now and I do have two small kidsNow it will cost me twice of price to buy and install everythingThey do refund me a money but I lost more than thatI want them to know this is not the way to treat people Final Business Response / [redacted] (4000, 9, 2014/10/31) */ The manufacturer changed the model on this unit and increased the capacityThe other model number was discontinuedWe shipped the new model to the customer at no additional charge, the same as the manufacturer who shipped us this product as a replacementThe customer then returned this productWe cannot fulfill the original order as placed and have refunded the customer in fullI apologize for the inconvenience this has caused

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]

Business Response / [redacted] (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 / [redacted] (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 / [redacted] (4000, 26, 2014/12/30) */ Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXX-XXXXXXXX-XX-XXXX) message [redacted] Mon, Dec 29, at 3:PM To: [redacted] @chicago.Revdex.com.org, [redacted] 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, ***

Tell uHello ***Thank you for reaching outI 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 agentsI 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 experienceIt 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 caseThank you for taking the time to share your feedback with us so that we may address the issues internallyWe would be happy to issue a partial credit for the incorrect product which caused further labor on your endWe can offer a credit of $to your card on file - if that is amenable please just reply to let us knowOnce 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 feedbackBest Regards, [redacted] Customer Experience ManagerAlpine Home Air Productss why here

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Address: 625 The City Dr S Ste 480, Orange, California, United States, 92868-6936

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