ComplaintsforAlpine Home Air Products

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Mini-split unit installed in our home last April. The unit is under warranty. When I had an issue with the heating aspect of one of the units, I contacted them on Dec 29, 2023. After several emails and replacement of parts and my correspondence with *************************************** suddenly the communication stopped. My email on April 15, 2024 went unanswered. No reply on my May 21 email either.I would like this unit replaced as per warranty.Unit was installed by a contractor. Unable to contact them. Unit is still under warranty by Alpine Home Air Products.Total cost was $6450 for the unit and the installation.My final payment was on May 2, 2023.

  Business response

  06/05/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your mini-split unit and the communication breakdown from our team.  After reviewing your case, we acknowledge the gaps in our support and communication. Specifically, we regret that your emails from April 15, 2024, and May 21, 2024, went unanswered. This oversight occurred because the emails were sent to a team member's direct inbox, which unfortunately did not alert the rest of our team to your ongoing issues.

  We understand the impact this has had on your experience and the performance of your HVAC system. To rectify the situation and ensure your satisfaction, we have taken the following steps: 

  Replacement Order: We have arranged for a complete replacement of the faulty air handler. Although our warranty typically covers parts and the compressor, we have decided to cover the additional costs associated with replacing the entire unit to ensure functionality is fully restored.  Your replacement air handler will ship today and should arrive in 3-5 business days.  You should receive a separate email containing tracking information within the next 24 hours.

   Improved Communication Protocol: We are implementing new protocols to ensure that all team members are aware of ongoing customer issues, even if the primary point of contact is unavailable. This will help prevent similar situations in the future.

  We value your business and are committed to restoring your confidence in Alpine Home Air Products. If you have any further questions or concerns, please do not hesitate to contact us.
  Thank you for your understanding and patience as we work to resolve this issue to your satisfaction.
  

  
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 25 2024, I received an email invitation to provide a review for Alpine Home Air of products I purchased in 2023. In return for this review I was to send them my email address and I would receive a $25 Amazon gift card. I submitted the review the same day and notified them by email. I have sent email questions to check the status of the gift card on several occasions since then, but I have received no response or acknowledgment of my emails. I would like them to contact me and let me know the status of this gift card.Thank you.

  Business response

  04/15/2024

  Thank you for reaching out and bringing this issue to our attention. We apologize for any inconvenience caused by the delay in receiving your Amazon gift card and our lack of response to your emails. Upon review, we understand that your review was submitted shortly after our March batch of gift cards was dispatched. Please rest assured that our next batch is scheduled to be mailed within the next 1-2 days, and you should receive your gift card shortly thereafter.
  
  We are currently investigating the issue regarding the lack of responses to your emails and are committed to improving our communication. We appreciate your patience and understanding as we work to resolve this matter.
  
  Thank you for your feedback, and we hope to resolve this to your satisfaction soon.
  
  Best regards,
  ***************************
  Customer Experience Manager
  **********************
  

  Customer response

  04/15/2024

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought our unit 03/22/23, and we had it installed 04/24/ 23. On 11/08/23 I reported that the unit was not working. They told me I would have to get a tech come out to diagnose the issue. On 11/10/23, my tech diagnosed it was the blower fan. 11/16/23 I received an email telling me the two parts that was being submitted to the warranty along with a bill for $37.70 for shipping. 11/17/23 they waived the shipping fee because a part was on back order. 11/20/23 I was given the estimated ship date of 12/15/23. Then on 12/14/23 they extended the date out to 1/12/24. Then later that day they extended the date out for 2/09/24. I called on 1/08/24 and was given the estimated date in March. I call them and they tell me it is the manufacture. I call the manufacture and they tell me I will have to take that up with the distributor. By the estimated ship date we will have had this unit for a year and it has worked only 7 months. I need help getting a resolution we bought this unit it was suppose to have a 10 year warranty they never told us that we had to register it through ******* and now they are pushing the resolution date out further and further. My family has had a hard time hearing our home because we have a fuse box and it can only handle 2 heaters going at a time. This is why we prioritized replacing our unit. Please help us

  Business response

  01/11/2024

  ********************,
  

  
  We are committed to providing exceptional service and support to all our customers. We understand the inconvenience and discomfort caused by the malfunctioning of the **** unit you purchased from us in March of last year and sincerely apologize for the delay in fully resolving this matter.
  
  Upon receiving your initial report on 11/08/23, we endeavored to address the issue as swiftly as possible. We acknowledge the series of delays in shipping the required parts due to unforeseen backorders from the manufacturer. We understand this has been a significant source of frustration and inconvenience for you and your family, especially given your reliance on the unit for heating.
  
  To expedite a resolution, we took the initiative to source the necessary blower fan from a unit we had in stock, foregoing the extended wait time from the manufacturer. This part was dispatched to you immediately and at no additional cost, in an effort to minimize the disruption to your household. We believe this action, taken just prior to Alpine receiving this BBB complaint, effectively resolves the primary issue of the delayed part shipment.
  
  Regarding the warranty registration with *******, we regret any lack of clarity or misunderstanding there may have been. We strive to ensure all our customers are fully informed about their product warranties and registration processes, and we will review our practices to improve communication in this area.
  
  We sincerely hope the expedited shipment of the required part has satisfactorily resolved the issue with your **** unit. Our goal is to ensure your complete satisfaction and comfort. Should there be any further concerns or assistance needed, please feel free to contact us directly.
  
  Thank you for bringing this matter to our attention, and again, we apologize for any inconvenience caused.
  

  
  Sincerely,

  ***************************
  Customer Experience Manager
  **********************

  Customer response

  01/12/2024

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12, 2021 we ordered a Blueridge mini split system from Alpine Home Air. It stopped working completely a few days before Christmas 2023. Our HVAC tech spent 5 hours trying to diagnose the issue ($500 out of pocket) alongside the Alpine techs over the phone. I have to say that the customer service reps there were wonderful to work with. However, they never were able to determine definitely what the issue was. At the very least it would need a new compressor and motherboard which would have been more expensive in labor to replace than to just get a new one. At the suggestion of both our HVAC tech and the Alpine techs we purchased a new outdoor unit. We had already been two weeks without heat and couldnt wait any longer to fight for a different solution. The replacement came out of our pockets. I understand that their written warranty only covers parts and not labor, but in this case replacing the whole unit was really the only way to fix the problem. Having to purchase a replacement only two years after purchase because of manufacturer defects did not feel like the warranty held up to anything in our scenario. Yesterday I spoke with one of the tech managers there. He tried to help but said the best they could do is take $400 off if we wanted to continue under the previous warranty period, which would still mean we would be paying $1000 out-of-pocket for the unit alone, never mind the diagnostic and installation labor fees. Were willing to pay the $400 for a longer warranty given how problematic our first experience was, and of course understand we take on the responsibility of the tech fees, but we would like to be reimbursed for the $1000 to replace the unit that was defective.

  Business response

  01/05/2024

  **************,
  
  Firstly, I want to express our sincere apologies for the inconvenience and discomfort you experienced due to the malfunction of the system. At Alpine Home Air Products, we strive to provide not only quality products but also exceptional customer service. It is clear in this instance, we fell short of these goals.  With that said, I am pleased we were able to reach a satisfactory resolution today.
  
  As agreed upon when you spoke with our Customer Service Manager this morning, we have issued a refund of $449 to you. This amount should be processed and reflected in your account within the next 3-5 business days. Additionally, the replacement unit that you have purchased will be covered under our standard warranty, which includes 5 years for parts and 7 years for the compressor.
  
  Should you have any further questions or need assistance, do not hesitate to contact me directly. Your satisfaction and trust in our products are of paramount importance to us, and we are here to support you every step of the way.
  
  Thank you for your understanding and continued support. We value your business and look forward to serving you in the future.
  
  Warm Regards,
  
  ***************************
  Customer Experience Manager  
  Alpine Home Air Products

  Customer response

  01/30/2024

   
  Complaint: 21100712
  
  I am rejecting this response because: I reject this response
  
  
  Initially it seemed like a resolution but then we can across further problems: 
  
  
  Alpine Home Air reached out and offered a $449 refund which we accepted, which still meant that we paid $1037.44 to replace the faulty unit. We had it installed by a licensed **** tech a few weeks ago and its been making a lot more vibration noise than we were used to so he came back to check it. He said it was sent with a bad fan motor that is off balance. I know the part can be replaced under the warranty, but from a consumer standpoint, the problem with these manufacturing issues is that it is costing our family out-of-pocket $3000 for the **** tech to have done the diagnostics, replace the unit, and now were looking at an additional expense to replace the motor in the brand new unit. I would like to have the additional $1037.44 that we paid for the new mini split returned to us since this was due to manufacturing issues for a unit that is only 2 years old.
  

  
  

  
  Sincerely,
  
  ***********************

  Business response

  02/06/2024

  
  Thank you for allowing us the opportunity to address the concerns surrounding your HVAC system. We understand the significance of the issues you have faced and the impact they have had on your household.
  
  While we truly empathize with the difficulties you have experienced, we will not be able to offer any additional compensation. Recognizing the inconvenience caused by the malfunction of the original system purchased over two and a half years ago, we provided you with a deeply discounted replacement unit.  Aiming to offer peace of mind and assurance in the quality and longevity of your replacement unit, we provided you with a new warranty covering 5 years for parts and 7 years for the compressor. Furthermore, in acknowledgment of the situation and as a gesture of our commitment to your satisfaction, we absorbed $175 in shipping costs for the delivery of your replacement unit.
  
  The warranty parts needed to address the recent issue with the fan motor should arrive to you via *** today, and, in line with our commitment to assist you through this process, we have once again covered the shipping costs for these parts.
  
  We understand that this resolution may not fully meet your expectations, given the out-of-pocket expenses you have encountered. However, please rest assured that our decisions have been made with careful consideration of both your situation and the policies that guide our operations. Our goal has always been to provide quality products and support to our customers, and we believe the steps taken demonstrate our dedication to this goal.
  
  We remain at your disposal for any further assistance you may require and are committed to ensuring your unit operates effectively with the warranty parts provided. 
  
  Thank you for your understanding.
  
  ***************************
  Customer Experience Manager
  **********************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not use. We went with Blueridge Mini Split system at Alpine Air upon recommendation because it was more affordable than some of the larger companies while still being more energy efficient than our previous heating system. What a mistake. We have not had proper heat since installation in a October in one of the two systems, as we keep getting an error code and the various telephone technicians refuse to accept that there may be an issue with their unit and only wish to blame the technician I hired for install. Other companies would have just simply sent out replacements but ongoing for over four months now Im battling between my technician and the company searching for a leak somewhere internally in their products. Since they simply sell the product, their responsibility ends the minute you pay and they cant do anything too helpful and dont care too much about after sale care and Im stuck with the bill. Do yourself a favor and ********************* trying to save a few bucks. Buy your unit through the **** installation company directly with a reputable big name system.

  Business response

  01/04/2024

  ******,
  
  It is our understanding that our HVAC Technical Support Team is actively working with you to address these issues. We fully understand the inconvenience and discomfort you have been experiencing, and I want to assure you that at Alpine Home Air Products, customer satisfaction is our utmost priority. To address the challenges youve faced, we are prepared to go beyond standard warranty procedures.
  
  Instead of replacing individual parts covered by the warranty, we are committed to providing a complete replacement indoor or outdoor unit for the affected system.  This decision underscores our dedication to ensuring a swift and effective resolution to the issue at hand. However, to ensure that we provide you with the correct replacement equipment, it is crucial for us to first accurately determine the source of the leak. This step is not just about fixing the current problem but is aimed at preventing any future issues, ensuring the longevity and efficiency of your new system.
  
  To this end, our HVAC Technical Support Manager outlined several diagnostic methods in his email communication with you yesterday, including the use of a refrigerant leak detector, UV dye test, and a dry nitrogen isolation test. These methods are designed to pinpoint the exact nature and location of the leak, thus enabling us to replace the unit with the assurance that the new system will operate flawlessly.
  
  We appreciate your patience and understanding as we navigate through this process. Our team is here to support you at every step, and we are committed to a transparent and responsive communication line with you. Please feel free to reach out to our HVAC Technical Support Manager for any further clarification or assistance you may require. We are dedicated to ensuring that both your systems work as they should, bringing comfort and efficiency back to your home.
  
  Thank you for choosing Alpine Home Air Products, and we apologize once again for the inconvenience youve faced. We are steadfast in our promise to make this right for you.
  
  Sincerely,
  ***************************
  Customer Experience Manager
  Alpine Home Air Products

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Initial Transaction: May 31, 2022 Order Number: AUS70610 Most recent Transaction: October 18th, 2023 Order Number: BBH06674 Amount spent on Initial Transaction: $8,267.76 Amount spent on recent Transaction: $1,744.00 I purchased a complete DIY mini split system as my primary source of heating and cooling for my home. This is a DIY project, therefore I was working away on this project for over a year. The system was finally installed at the end of July of 2023. During that time, my two condensers sat on the pallets they arrived on in my kitchen with the cardboard box still covering units until I was ready to install them on the side of my house. My system was operational for approximately two months before I noticed my larger condenser that was feeding 3 air handlers on the inside of the house were just blowing cold air while in heat mode. I went to inspect the condenser and found a very large amount of oil pooled at the bottom of the condenser. It was dripping out of the condensation drain hole on the bottom of the unit. The oil was coming from the inside of the condenser and had nothing to do with anything I installed. I reached out to Alpine home, and they refused to do anything until I could tell them what part of the condenser was failing. They requested pictures, which I was happy to provided. However those photos I provided didn't trigger any action on their end. They refused to do anything until I could identify the problem exactly, which required me to hire a licensed tech. to coming out and try and see what they could find. Based on the general location of the problem, it was going to cost a very large amount just in labor to pin point the problem if the tech. even could.Alpine home gave me two options. First being, pin point the problem and they would send a replacement part which I would of had to cover shipping for or two, they offered me a a new condenser for half the price of the one I purchased a year prior($1600 + tax). Based on the technicians observation, it was going to very difficult to pin point the problem. I've been hit with so much resistance on the back in of things with this transaction its ridiculous. Alpine home refused to take responsibly on their equipment. This is a 100% a manufacturer defect that the customer should not be on the hook for. I shouldn't have to pay for a replacement condenser. Alpine home should be on the hook for replacing a condenser that has been only in operation for 2 months.

  Business response

  10/19/2023

  Dear ******************,
  
  We appreciate your feedback and understand your concerns regarding the recent issue with your HVAC system. We recognize that this situation has been challenging and has required an unexpected expenditure on your part.  We sincerely regret any inconvenience this may have caused you.
  
  While we acknowledged that there did appear to be an internal failure with the condenser, due to the fact this order was placed more than one year ago, we were somewhat limited in the options we could provide. As you noted, you were presented with two choices: 1) locate the leak and address the issue under warranty, or 2) purchase a new condensing unit at a deeply discounted price. You elected to replace the unit at a reduced cost after taking into consideration the labor and refrigerant costs associated with the repair.
  
  We understand your decision to move forward with the replacement unit and we are pleased we were able to provide a cost-effective solution to ensure the functionality of your HVAC system. 
  
  If you have any further questions or concerns, please do not hesitate to reach out to us.

  Sincerely,

  ***************************
  Customer Experience Manager
  **********************

  Customer response

  10/19/2023

   
  Complaint: 20749324
  
  I am rejecting this response because based on your reply, I purchased over a year ago, there is nothing you can do. I have not seen any language in the warranty that places a time limitation on when a unit could be deemed to have a manufacture defect other than the 5 year and 7 year warranty on parts and compressor. This unit failed due to the assembly of the unit at the factory level. Based on this,  apparently Alpine home could ship out faulty condensers to every customer with zero repercussions on their end. This is a terrible way to treat a customer who just spent thousands of dollars on your company.
  
  Sincerely,
  
  *****************************

  Business response

  10/20/2023

  Dear ******************,
  
  We sincerely empathize with your situation and understand that you may not be completely satisfied with the options we presented, but we have tried to make the best of an unfortunate set of circumstances. 
  
  As you highlighted, the warranty coverage on your system is for parts and the compressor. Per the manufacturer's warranty, we would typically look at locating the leak and addressing the issue by providing you with the warranty parts needed to get your system back up and running.  Taking into consideration that labor and refrigerant are not covered by the warranty and, in an effort to provide you with more choices and a cost-effective solution, we offered you a second option. You elected to replace the unit at a deeply discounted price. We want to emphasize that offering this deeply discounted replacement unit was above and beyond the standard warranty coverage, and we did so in hopes of easing the financial burden placed on you, our valued customer.
  
  Your business is important to us. If you have any further questions or concerns, please don't hesitate to reach out to us. We remain dedicated to assisting you in any way we can.
  
  Sincerely,
  
  ***************************
  Customer Experience Manager
  Alpine Home Air Products

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase a top of the line ******* Furnace {I been on the **** field for 40 years) the unit when unpacked the furnace door and frame was damaged I sent pictures to Alpine to show they refunded me $150 then once the unit was installed I see the control box was unbolted the wiring around squirrel cage was all disconnected and the squire cage assembly was held on with only one bolt and grommet 3 were missing . It looks as if someone was attempting to replace the *** Motor but didnt complete the job. The unit was not wired to the control board and the interface . I didnt purchase a scratch and sent unit or a rebuilt I want a new unit for the price I paid . I have videos that I sent Alpine all I got was a message stating they are looking into it . I have videos and photos . They sell seconds not new manufacturing unit. I called the manufacturer and they directed me back to the Vender

  Business response

  10/18/2023

  Dear ************,

  We are aware of your concerns regarding the furnace you recently received and installed. I want to assure you that we take this matter very seriously, and we are committed to finding a solution that leaves you completely satisfied.
  

  First, I would like to address your concern that the unit may have been previously sold and returned. Our records clearly show that this is the first and only time we have sold this particular serial number. We do have scratch and dent ********************** available on our website, which are advertised as such, but that is not what you have purchased according to our records.  We understand that discrepancies in the product's condition upon arrival can sometimes be attributed to handling during shipping. Nevertheless, we regret any inconvenience this may have caused you and we understand the credit previously issued for cosmetic damage may not fully address the situation.

  We understand that you previously reached out to the manufacturer for assistance. However, since you purchased this furnace from Alpine Home Air Products, you were correctly directed back to us for support, in accordance with the manufacturer's warranty policies.
  

  As the furnace has been installed, a complete refund is not feasible. However, we want you to know that we are fully committed to resolving this matter in a way that leaves you completely content. To address the specific condition of the unit upon arrival and the extent of repairs needed, we would like to connect you with our HVAC Technical Support Manager. Our HVAC Technical Support Manager will reach out to you via phone shortly. If we are unable to reach you, we will send a follow-up email with his contact information so that you may reach out at your convenience.  We look forward to discussing the technical aspects and reaching a resolution that takes into account both the unit's condition and your expertise.

  We appreciate your business, and we are dedicated to resolving this matter to your complete satisfaction.

  Sincerely,
  

  ***************************
  Customer Experience Manager
  **********************

  
  

  Customer response

  10/30/2023

  Complaint: 20702773
  
  I am rejecting this response because: Hello I never closed this complaint. It is still unresolved. I have made a complaint with the ************************ about this company also. They sold me a unit that was in the state of being rebuilt. Missing parts and not usable in the state I purchased it. I should be given a new unit or a refund.
  
  Sincerely,
  
  ********************;          

  Business response

  11/02/2023

  ************,
  

  
  Alpine Home Air Products shares your concern about the condition of the unit you received.  We apologize, but we were not aware of the full extent of the issues until we viewed additional photos submitted along with your complaint filed with the BBB.  We have no record the serial number for your unit has ever been sold prior to your purchase, so we have been in contact with the manufacturer to better understand what may have happened so that we can prevent something similar from taking place in the future.
  
  After our HVAC Technical Support Manager spoke to you on the phone on 10/18/2023, we attempted to follow-up with you via email to see what more we could do to fully resolve this matter.  You responded via email on 10/23/2023 and indicated that you have contacted the *************************.  While your decision to file a complaint with the  ************************* is within your rights, our primary goal remains to address your concerns and provide a fair resolution. 
  
  As our HVAC Technical Support Manager shared with you over the phone, we have been in business for more than 20 years and there is nothing we value more than our customers' satisfaction. I hope you are able to see from customer reviews across multiple platforms (BBB, ******* ResellerRatings, etc.) that we have a long history of exceeding customer expectations with quality ********************** and exceptional customer service.  We feel like we can say, with confidence, that what you experienced is not typical for customers of Alpine Home Air Products.

  While we are relieved that with your years of experience in the field you were able to make the repairs necessary to get your system up and running, we agree that is not something you should have to do on a brand new unit. The unit has been installed and is fully operational, so a full refund is not possible, but we remain open and willing to compensate you for your time.  
  
  We will continue our efforts to make things right with you and we are actively working to ensure such issues are minimized moving forward.  ******************** Manager, *******************************, will be reaching out to you via phone shortly in hopes of fully resolving this matter.  Should she be unable to reach you, she will also send a follow-up email with her contact information so that you may contact her at your convenience.  We appreciate your business and your feedback.
  
  
  Sincerely,

  ***************************
  Customer Experience Manager

  Customer response

  11/02/2023

   
  Complaint: 20702773
  
  I am rejecting this response because:
  They are trying to portray this was damaged in shipping which is not the case the internal parts in this unit was unbolted and missing parts . No shipping company can cause such condition . I spoke with the service manager and explained I have 40 experience in this field . I been dealing with ******* when they were originally Janitrol in the 80s so please dont try to insult my intelligence. They see the video and if the service manager ever worked in the field he would know that the *** motor was in the process of being installed and the person who did it left out 3 out of the 4 bolts and grommets and the squirrel cage was missing the set s**** . Resolution of this is to refund me the difference between a scratch and dent unit as opposed to a new unit which you advertise and I paid for . Otherwise send me a new unit not a returned or repaired one. This is the only resolution I will accept because this is fraud. How many unsuspecting homeowner get stuck in ith junk like this . If you are a reputable company stand by the quality of the merchandise you sell. 
  Sincerely,
  
  *******************

  Business response

  11/08/2023

  ************,

  
  We recognize the urgency of the heating season, and we genuinely want to address your concerns promptly. In light of your most recent correspondence, we would like to offer the following resolution:
  
  Option 1: Full Refund
  
  You have the option to purchase a new furnace locally, and upon successful return of the unit you received, we will issue a full refund. We understand that you need a reliable heating solution in a timely manner, and we want to ensure this process is as smooth as possible for you.  Please let us know when you have completed your purchase locally, and we will guide you through the return process to facilitate a full refund.  Please rest assured that all return shipping costs will be at Alpine's expense and we will provide you with a return shipping label when you contact us for further instruction.  
  
  If you have any further questions or need assistance with the return process, please do not hesitate to contact us directly. We are here to assist you every step of the way.
  
  
  Sincerely,
  
  ***************************
  Customer Experience Manager
  Alpine Home Air Products

  Customer response

  11/11/2023

   
  Complaint: 20702773
  
  I am rejecting this response because: I need specifics on how this return shipping is going to transpire . Is the shipper coming to pick the unit up at my home or do I have to bring it someplace. What are the specifics of this transaction. Also I want to know before all this extra leg work on my part what is your scratch and dent price ? Once I have the specifics i can move to a decision on this 
  
  Sincerely,
  
  *******************

  Business response

  11/15/2023

  ************,

  In order to receive a full refund, you would need to return the equipment.  ******************** Team would provide you with a return shipping label, along with instructions for contacting the carrier to schedule the pick-up from your location.  You would be responsible for securing the equipment to a wood pallet and attaching the return label, the carrier would take it from there.  After the equipment has been received at our warehouse, a full refund would be issued back to your Affirm account.
  

  If you prefer a partial refund, we have offered a credit in the amount of $1,413.17 which is 1/2 the retail value of the furnace you purchased.

  Please let us know which of these options you would like to pursue, and we will proceed accordingly.

  Sincerely,

  ***************************
  Customer Experience Manager
  Alpine Home Air Products

  Customer response

  11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I accept the return offer . I purchased a new unit iinstalling it on Sunday . Let me know the process on the returning the unit it will be ready on Monday 
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first spoke with and Alpine Home Air product specialist. I sent him our new home layout with square footage and we worked together to build a whole home mini-split system for our new construction. We were given a quote for the whole home system and talked about the pro installation program. We were told if we select this that they send out our information and product specifications to the listed contractors and we should wait for them to contact us. We should wait for 2 or 3 to contact us and doing it this way would help ensure we got the best installation price. On July 22, 2023 we purchased the quoted system and requested the pro installation. We were sent an email with 10 different HVAC contractors. I was told, by the product specialist, that the contractors on this list, 1: have installed Alpine Home Air products before and 2: have asked to be on their list for future business. After two or three weeks of not hearing anything from anyone. I reached out to our product specialist. He sent an e-mail to someone, who then sent me a couple more contractors to try. I waited a little longer, hoping someone would reach out to me, but that didn't happen. Finally I just started to reach out to each contractor they provided me. Over half of the contractors they gave me were no longer in business. None of the others would provide me a quote to install Alpine's system. Now I am struggling to find an HVAC contractor to do the installation for us. Our builder has started the stick build of our home and I need to find someone to install this system by early November.

  Business response

  09/27/2023

  We would like to sincerely apologize for the challenges this customer has encountered while trying to find an HVAC contractor through our Pro Installation Program. We deeply regret any inconvenience and frustration this has caused during a new home construction project.
  
  Customer feedback is invaluable to us, and we appreciate this matter being brought to our attention. We understand the importance of a smooth installation process, especially with construction deadlines looming. Please allow me to address the customer concerns and clarify our Pro Installation Program:
  
  1. Contractor List: We strive to provide our customers with a list of HVAC contractors who have experience with our products and have expressed an interest in working with our customers. However, it's essential to note that our Pro Installation Program is not an endorsement or guarantee of any contractor's services.
  
  2. Contractor Responsiveness: We apologize for the delays and difficulties this customer faced when reaching out to the contractors on the list. We take this customer's experience seriously and will investigate why the listed contractors did not respond promptly or why some appear to no longer be in business. This feedback will help us improve this aspect of our program.
  
  3. Customer Experience: We understand that finding a reliable HVAC contractor is crucial for project's success, and we regret that this customer had to expend extra effort to contact contractors directly.
  
  4. Builder's Timeline: We recognize the urgency of this situation with the builder's timeline, and we're committed to doing our best to resolve this issue promptly.
  
  To address the immediate needs, we will personally reach out to HVAC contractors in the customer's area to attempt to locate a contractor that is available and interested in working on this project. If/When we locate someone, we will provide the customer with their contact information so that they can connect with them directly.  Once again, we apologize for any inconvenience this situation has caused and we are fully dedicated to assisting this customer with finding a qualified HVAC contractor for their new home's mini-split system installation.
  
  

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pay for shipping for a warranty part...Really haven't work since install.

  Business response

  07/05/2023

  This customer made a purchase on 12/11/2021.  The first report of the system not operating properly was received via phone on 06/13/2023.  Through troubleshooting conducted with a member of our HVAC Technical Support Team, it was determined that a control box would likely resolve the reported issue(s).  While the control box is covered under the warranty, shipping costs are not.  Alpine decided to waive the shipping costs to the customer for this warranty part.  Unfortunately, the control box did not resolve the customer's issue, so further troubleshooting was conducted and it was determined that the compressor would need to be replaced.  Once again, the cost of the compressor was covered by the warranty.  Since shipping fees are not covered by the manufacturer's warranty, those fees were passed along to the customer.  Please see the attached warranty policy from our website.

  Customer response

  07/05/2023

   
  Complaint: 20271377
  
  I am rejecting this response because:
  After talking to the technical he said the outdoor unit should be replace.

  
  Sincerely,
  
  ***************************************

  Business response

  07/07/2023

  The complete replacement of the outdoor unit is not covered by the manufacturer's warranty.  On 07/03/2023, when this customer contacted our HVAC Technical Support Team, he was provided with two options: 1) A warranty compressor for which he would be responsible for covering the shipping fees or 2) A discounted replacement outdoor unit.  The customer decided to proceed with the warranty compressor.  We collected the shipping fee and shipped the warranty compressor on 07/05/2023.

  Customer response

  07/07/2023

   
  Complaint: 20271377
  
  I am rejecting this response because:

  The new unit was not offer at a discount price. Had no other option but to purchase the  compressor. The cost would have been the same.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When this vendor sold me an air conditioning/furnace unit, they told me that it was made by the same manufacturer as a popular brand that is sold everywhere. My heating unit broke down in winter and there are children in my home. Being from *******, I should think that this vendor would recognize the gravity of the situation. When my technician/installer tried to get a replacement part under warranty, he was stonewalled and gave up. They told me that the part was on back order and would not be available for quite some time, despite my emergency. There was no option for speedy delivery, only ground shipping. When I asked if I could be reimbursed for the cost of the part if I bought it from another supplier who had it in stock, the company refused to do that. They know that parts for a heating system in winter are essential and that this is an emergency situation. They might also have several systems with this part in them which they could remove and replace when they get the new part in. I suspect that they no longer carry this system or this part in their inventory at all because the new ductless systems are more popular and profitable. They just don't care about people.

  Business response

  03/21/2023

  This customer called to order a blower motor covered under warranty yesterday afternoon, 03/20/2023.  While we do keep many parts in our warehouses, this particular warranty part was not on-hand and does need to be ordered from the manufacturer.  Our Warranty Administrator let the customer know that the motor should be in our warehouse and available for shipment by 03/27. We have reached out to the manufacturer again today and confirmed that the part should arrive at our warehouse at the end of this week or early next week and we anticipate it will be delivered to the customer's home in ******* no later than 03/29. Should the customer choose to source the part locally, the warranty part from Alpine can serve as a back-up for any future issues, but we are unable to reimburse the customer for a part purchased from a third-party vendor. 

  Customer response

  03/24/2023

   
  Complaint: 19625166
  
  I am rejecting this response because: I was told at the time of purchase that the parts of this merchandise were directly replaceable with easily resourced parts from Lennox, a major producer of air conditioner systems. My local Lennox parts dealer knows of no such part number. When questioned about this discrepancy, the warranty department representative from Alpine told me that these parts cannot be obtained from Lennox, but rather from a distributor named Advance Air. The fact is that these are not Lennox parts and are in no way interchangeable. They are produced by a foreign manufacturer whose distribution network is poor. This was clearly false advertising. If my system breaks down again, I now must rely solely on Alpine Air for replacement parts to be shipped to me through a substandard distribution system originating all the way in *****.

  
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩