ComplaintsforAlpine Home Air Products

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this 5 unit heat pump system from Alpine heat pump and did the diy and the unit was showing p6 code from the very first day the outdoor unit. And one of the indoor unit was showing e1 from the very first day and was not working I contacted Alpine but they did not want to take the troubling outside unit and not even the malfunctioning indoor unit and now I ended up having these two paper ****** machines. I request everybody do not buy from Alpine product s they are totallysham

  Business response

  03/01/2023

  The customer purchased a 5 zone system from ********************** in February 2022.  We were contacted by the customer via email in May 2022 regarding receiving an error code. A representative from our HVAC Technical Support Team responded via email within 24 hours providing some troubleshooting tips and requesting photos so that we could further assist.  We did not hear back from the customer until he sent another email in July 2022 regarding the same error code.  We responded the same day letting the customer know the error code reported typically indicates a refrigerant leak.  The customer was advised to have an HVAC technician out and to contact us via phone so we could troubleshoot and confirm the diagnosis while the technician is onsite.  We did not hear from this customer again regarding this system until this complaint was filed in February 2023.

   

  Since the initial purchase in February 2022, this customer has purchased several additional **********************.  While we assume these purchases were made in an attempt to get his system up and running, the products he purchased are not compatible and that is likely causing additional problems.  Despite numerous requests via phone and email for this customer to contact our HVAC Technical Support Team so we can properly diagnose the issue(s), we have not been able to conduct any further troubleshooting.  In accordance with our return policy, we would be happy to accept the return of any original-condition, uninstalled merchandise purchased within the last 30 days.  Alpine remains open to working with this customer to resolve any issues he is experiencing with his system and we encourage him to contact our HVAC Technical Support Team at his earliest convenience, ************ - Option 2.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a split unit AC in AUGUST 8 2022 . In DECEMBER the unit stopped blowing cold air AND COMPRESSOR STARTED MAKING A LOT OF NOISE contacted tech support and was told the units refrigerant was probably low and I that needed to contact a service technician to come out and check the refrigerant level. When the tech came out he determined that the refrigerant was leaking DO TO CONNETION TO FLARES THEY SENT A REPLACMENT UNIT IN WDECEMBER WE CONNECTED COMPRESSOR WAS MKING A LOW NOISE THEN GOT LOUDER IN FEB /15 /2023 NO W DOES NT WORK

  Business response

  02/27/2023

  Alpine Home Air Products has gone above and beyond the terms of the manufacturer's compressor warranty by providing this customer with a brand new outdoor unit rather than a replacement compressor.  Despite numerous requests for the customer to have his technician contact us, we have not spoken to a licensed contractor while onsite to fully diagnose the issue(s) or to assist with the install of the replacement unit.  
  
  
  Before we can proceed, the customer will need to have a licensed contractor contact our HVAC Technical Support Team while onsite in order confirm the diagnosis. 

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a complete unit/system on 09/07/2022. The shipping of the unit was fine and everything arrived in good condition, when I needed to return one of the items it went smoothly. My issue arose during the installation of the product. Alpine claims, in several places, that they will help you find a technician to complete the install. If you take the time to dig further into the professional installation details page it states that they'll reach out to several contractors who will bid on your project and that you will typically get 2-3 quotes per request that Alpine sends out. This could not be further from the truth. No one ever reached out to me. I called nearly 20 businesses who either didn't respond or, and this was most of them, said they don't work on customer-purchased units, only their own. I would not have purchased from Alpine if I had known this. I needed someone soon and no one was accepting so I spent lots of time viewing instructions and getting equipment so I could install it myself. Obviously ran into leak issues because these are difficult to install, even when you take your time and follow the steps as carefully as possible. I reached out to technical support and went through several of their steps as best I could but the last step was to have a professional come and take a look and check for the leaks. I already knew this was going to be an issue. I started calling again and most still wouldn't take a look. I found one business that actually came out but they wouldn't take a look because it wasn't their system. They said they'd just have to charge me for a complete reinstall if they were going to touch it and it would be a lot more than a fresh install due to removing everything first. I think their statements are misleading and they need to be EXTREMELY clear to customers that they may not find someone to work on their unit and understand the work that goes into installing one solo.

  Business response

  02/01/2023

  Our contractor assistance program is designed to send out work order requests to contractors near the customer's location.  When this customer contacted us, we offered assistance with locating a local installer, but the customer is ultimately responsible for obtaining installation services.  The system purchased is not advertised as DIY.  This customer decided to install this system on his own without the assistance of a licensed contractor.

  
  The customer contacted us several months after purchase claiming that he felt his system was undersized for his space, as it was not heating properly.  While this customer conducted his own sizing estimate and made this purchase online without the assistance of one of Alpine's Product Specialists, we do not feel it is undersized based upon the information provided to us.  

  
  After numerous conversations with our HVAC Technical Support Team, we suspect that the customers system has a leak due to an installation error.  Unfortunately, the customer did not have a technician to come out to confirm that diagnosis.  Against our recommendation, the customer decided that instead of repairing the current system, he wanted to purchase an upgraded system.  At the customers request, we provided a heavily discounted quote for a new condensing unit and air handler.  The customer made a second purchase in January 2023.  While this upgrade likely did not resolve the underlying issues, unfortunately Alpine is unable to provide this customer the requested refund for installed equipment that falls outside of our warranty policy.
  

  
  

  Customer response

  02/04/2023

   
  Complaint: 18942684
  
  I am rejecting this response because: The issue is not related to the additional purchase nor the suggestion that there was likely a leak. It is related to the misleading advertising that is presented on their website but the very clearly different experience that customers have. I am not the first customer to have expressed after having experienced it and digging into other's experience. I appreciated the discount given for the larger unit that was purchased in Jan ************************************************************** that regard.

  I'm requesting a refund on the original purchase even if some kind of partial refund can be agreed upon. I went forward with a DIY install because again, no one was willing to work on my unit from the countless parties that I called. I couldn't wait months to keep trying to find someone and go without heat in my home. Had I known that contractors are not willing to work on customer purchased units or will charge almost double or triple the amount to work on them (someone finally spoke with me about mine and gave me a rough quote on repairing it, but only after I had installed it and the amount was insanely high). The affordable units that Alpine advertises become a facade after you realize how much others are going to charge to touch them. I personally feel that a refund of some kind is a fair compromise for the additional cost that will be incurred to have someone finally work on it. As I said previously, I likely would not have gone this route had I known in advance that the "quotes" aren't truly something that is happening.
  

  I'm trying to be very clear and very understanding here. I think Alpine's customer service and technical support teams are trained well and know how to work with customers well. They obviously take excellent notes when speaking with customers and do their best to understand concerns and try to help as best they can over the phone. I am disputing and hoping that Alpine will update the language on their website and in their videos so customers understand what responsibility lies on them to find a contractor and that some may not be willing to work on a customer purchased unit. I consider myself a little more researched than the average consumer and even to me it felt like I'd have a smooth install with contractors once my unit arrived. Alpine actively encourages customers to not reach out to contractors so as to get a better price as well, which in my case only delayed the install and issue.

  I hope that we can come to a fair resolution for this for both parties.
  
  Sincerely,
  
  *********************

  Business response

  02/10/2023

  Our Contractor Assistance Program is intended to help connect customers with local contractors, but we do not endorse or guarantee any contractor services.  These terms are listed on our website. 
  
  
  After determining that contractors in his area were not available or willing to assist with the installation, the uninstalled products could have been returned for a refund.  Instead, this customer decided to proceed with installing the equipment on his own.  
  
  
  As noted by the customer, we have already provided a hefty discount on the additional purchase made in January 2023.  We will not be able to issue any credit towards the customer's original purchase.

  Customer response

  02/16/2023

   
  Complaint: 18942684
  
  

  I am rejecting this response because: You mentioned in your previous message that you do not advertise the product as a DIY product, except that your main instructional video does claim that. Almost the entire video instructs the user how to do it themself and then to call a professional for the pressure test and vacuuming of the lines. It's just beyond me how you don't seem to think any of your messaging isn't misleading to consumers buying your equipment. Not only is it difficult or impossible to find a professional to work on it, but there are a lot of details left out of your instruction video that I feel would be easy to add and save a lot of headache for consumers purchasing your product and help them avoid mistakes and costly repairs. A number of other complaints are around that very issue. So to respond to the most recent message, yes, I didn't consider returning it because, as instructed through your video, I began opening and mounting units, believing that in time I'd find someone to work on it. This meant I was past the return window and had opened the product and started installing (a problem when it comes to your returns).

  
  

  I personally feel like this could so easily be resolved with a "We recognize that there are areas we can improve, that are unclear and that could improve our customer experience so that everyone has a better outcome when purchasing our products. We want to make that right." And then meet me in the middle like I've been trying to do. I've done my best to be transparent with how my experience was and share both the good and the bad. I'm focusing on the bad more because I believe it will affect consumers long term if there's not some effort to improve the experience and information provided for future customers. The product itself so far seems fine, the customer service reps (except for the first technician I spoke with) have been nice, but this aspect that I've shared and the response so far has been poor, frustrating, and disappointing.
  

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

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent a furance with a cracked heat exchanger from the factory. The furance was installed not knowing this as it would be impossible to tell. They will not honor a refund or replacement even though this is clearly a manufacturer defect from the factory. Horrible customer service.

  Business response

  12/07/2022

  ****************** purchased a gas furnace from Alpine Home Air Products in November 2021.  More than one year after his purchase, ****************** contacted Alpine via email to report that his recently installed furnace had an ignitor that was not working properly.  He indicated that the technician who had installed the system had determined the unit had a "bad board."   Our HVAC Technical Support Team responded by phone that same day and relayed via voicemail that, unfortunately, a return would not be possible since this product had already been installed.  We did, however, encourage ****************** to have his technician contact our HVAC Technical Support Team when he is onsite so we could conduct further testing, confirm the diagnosis, and get him the appropriate replacement part(s). 

   

  As of 11/29/2022 when this complaint was filed, ****************** and his technician had not yet contacted Alpine to conduct any further testing on the furnace.  Shortly after this complaint was received on 11/29/2022, ****************** did reach out to our Technical Support Team via email with information regarding a new issue with the heat exchanger. We promptly responded that same day requesting photos of the damage and letting ****************** know that Alpine would work with him to get this issue fully resolved as quickly as possible.  ****************** indicated he was traveling, but would try to get us the photos.  On 12/06/2022, Alpine Home Air followed up with ****************** via email.  It was at this time he informed us that his Blueridge furnace had been removed and he already had a replacement unit installed in its place.

   

  Today, our HVAC Technical Support Team has once again requested photos of the damage.  Once we have photos confirming the cracked heat exchanger, Alpine is fully prepared to offer ****************** a refund for the cost of his furnace.  If, however, the customer is unwilling to provide us with photos, the equipment will need to be returned to our warehouse where damage can be assessed and a full or partial refund will be issued dependent upon our findings at that time.  Alpine Home Air Products continues to be open and willing to work with ****************** to find a resolution that meets his expectations.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a split unit AC in July 2022. In October the unit stopped blowing cold air. I contacted tech support and was told the units refrigerant was probably low and I that needed to contact a service technician to come out and check the refrigerant level. When the tech came out he determined that the refrigerant was leaking due to a poorly soldered connection on the compressor and that it was a manufacturer defect. Alpine advised that I have ************ it and it would be covered under warranty. Alpine ended up covering less than half of the $630 repair cost and treated it as a refund instead of a reimbursement, so it was just credited to my financing account instead of going to help cover the cost of the repair that I ended up having to pay out of pocket. **************** was dismissive of the matter and basically acted like I was lucky to get what I did.

  Business response

  11/07/2022

  We are sorry to hear that ************ felt our **************** Team was dismissive, as his business and the issue he experienced are of utmost importance to us. After contacting us to report a problem with his system, ************ was advised to have an HVAC technician complete the necessary repair. We informed ************ that the warranty does not cover labor, but we did request an invoice so we could cover all other costs associated with this repair. Alpine has provided a refund for everything but the HVAC technician's hourly rate (see attached invoice). As is our policy, the credit was issued back to the same payment method used to make this purchase, Affirm.

  Customer response

  11/09/2022

   
  Complaint: 18359960
  
  I am rejecting this response because: I was not informed that the labor wouldnt be covered and the reimbursement for repairs should have been handled as a reimbursement, not as a refund. There is literally no reason that this should be considered a refund. A customer should not have to pay to repair a improperly manufactured product (thats still under warranty) completely out of pocket.
  
  Sincerely,
  
  ***********************

  Business response

  11/10/2022

  When ************ made his purchase online, he agreed to the terms of the warranty for the equipment purchased. Our product pages provide a brief summary of the warranty as well as a more extensive copy of the warranty policy (please see attached).  This product's warranty does not cover labor, shipping, or refrigerant.  Understanding that this was a relatively new unit, we did agree to work with ************ outside of the terms of the warranty and we feel that providing a credit in the amount of $300 is a reasonable offer.  In an effort to minimize fraud, and in accordance with industry standard best practices, Alpine Home Air Products will only issue a credit back to the payment method used for the purchase.  A credit in the amount of $300 has been made to Affirm on **************** behalf. 

  Customer response

  11/10/2022

   
  Complaint: 18359960
  
  I am rejecting this response because: at no point were the terms of this warranty made clear. Including when I was directly told by tech support to have a repair technician diagnose and repair the unit. The correct thing to do instead of have a customer repair a defective product at their own cost would be to send out a replacement unit. Only covering the cost of the refrigerant, which was drained because the unit was defective is not adequate. Refusing to directly reimburse the repair cost because of fraud is ridiculous. There is no legal requirement to refund or reimburse to the original method of payment and its stated nowhere in Alpines posted refund policy.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mini split unit November of 2021 for approx $4000. The sales rep asked me for a specific measurement which I provided. The measurement was to determine how long the line set needs to be. He even said that the line set should be more than enough. Once I received the minisplit. I mad several calls to find someone to install it. But all businesses said they do not install split units that werent purchased through their company. I called back Alpine and they sent me a list of contractors, but again, they had the same response or werent in service. Now, months later, someone has agreed to install the unit, but said the line given to me was to short, I called Alpine to return the short line that was given based off of the sales rep and they said they can not take the line set back. It was about $200. All that I asked was that they refund me for the product. The sales rep asked for the height of the wall and the distance to the wall from where the unit would be. I provided those measurements but the line was too short probably because of a calculation error made on the sales rep part.

  Business response

  10/27/2022

  This purchase was made 11/30/21, order AQR95555. We did not authorize a return since is was 325 days old. Our return policy, which customer has agreed to, allows returns for up to 30 days after the purchase.  Listened to recorded communications from the sales call and there were no specific assurances that the line set length would be more than enough.  Our Sales Consultants are highly trained in assisting customers and providing information on products we offer, but cannot guarantee every item will work perfectly for each customers unique needs.  Customer agreed at the time of the purchase, that they assume responsibility for selecting appropriate products before the order is placed. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been going back and forth to get a refund for the units I purchased from this company, the products do not work and they are telling me that because the units have been installed , they wont refund me PLEASE HELP ME HERE . I have attached an invoice for my purchase.

  Business response

  10/27/2022

  We have discussed this issue internally, and decided to offer customer an option to return the ********************** for full refund, as a one time exception.  We reached out to ******************* on 10/21/2022 with return instructions.

  Customer response

  10/27/2022

   
  Complaint: 18035920
  
  I am rejecting this response because: It has cost me $700 dollars to have an HVAC professional to install these products. I have no intention of paying for someone to disassemble these products and then do the patch repair to my walls. I am expecting a full refund from this company, they have caused a high level of heartache and financial distress, there is absolutely no way I am paying any more money to resolve this issue. A monetary refund is the only acceptable solution to this matter, either way, I lose in the deal. I can use the amount of the refund to make repairs and cover up the wall blemishes. The response from Alpine Is unacceptable and poor business etiquette. 
  
  Sincerely,
  
  *******************************

  Business response

  11/04/2022

  This customer would like to keep all equipment (valued at more than $1300), receive a credit for half the cost of all products purchased (estimated at $700), and also be reimbursed for the installation of both units (estimated at $1450).  
  This customer purchased two mini-splits in July.  Since that time, we have assisted this customer with troubleshooting on one of the systems and sent a brand new outdoor condensing unit and Alpine paid the shipping costs which are not typically covered under warranty.  The customer reported that the brand new condenser had the exact same issue.  We feel strongly this is an issue with the installation of the product, but we were happy to work with the customer to get this resolved.  Unfortunately, the customer has refused to conduct any further troubleshooting and stated he would just escalate to BBB.  It is important to note that the customer purchased a second mini-split that he has not even attempted to turn on yet though it has been installed.  Alpine Home Air Products sells HVAC products, but not installation services of any type.  ******************* has agreed to our Terms and Conditions during the purchase, where he takes on full responsibility for installation of the products purchased.
  
  
  We feel that our offer to provide this customer with a full refund after the return of our equipment (return shipping to be paid by Alpine) outside of 30 day return window is a reasonable settlement offer

  Customer response

  11/04/2022

   
  Complaint: 18035920
  
  I am rejecting this response because: Everything in this business response is false, ****** asked me what they could do to satisfy me regarding the mini split units that do not work. I responded by stating that no matter what I lose in the situation because I have paid a licensed installation company $700  to install BOTH units , and would now have to pay a contractor $700 to do the repairs to patch up my walls where the units are currently mounted. She again asked me what would satisfy me in resolving the issue and I stated I would be okay with just half of what I have spent on these products, which would be around $700, she then stated that she would ask someone what they thought of that and she would get back to me.
  

  In short..I am okay with a $700 refund to pay for just 1 of the units ..so far I have $1400  invested in equipment that does not work, $700 for installation, and No air conditioners. This equals $2100. If I pay someone to patch my walls it would cost another $700, installation and patch work totals $1400. Either way this company has cost me a bare minimum of $1400. 

  
  a $700 dollar refund is more than a fair resolution, Its sad that a company of this stature is getting away with such poor customer service, they have basically said its not our fault since I reported these to be faulty, now they are saying they were installed the wrong way, initially they stated that once the products were removed from the shipping boxes that a refund was not possible. In my opinion I have been shunned. I have provided pictures of both units that ARE installed and mounted to my walls. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -Bought the mini split ac/heater system in July 2021. -Paid $1596.81 for Blueridge BM24Y17C outdoor **************** BM24Y17WM indoor handler plus parts.-Paid licensed contractor $2000 for installation on August 20, 2021. (I have text messages and receipt)-The system failed, stopped cooling in less than 1 year. -Called licensed technician to come inspect. -Determined system has refrigerant leak. I paid over $400 to fill the refrigerant. (I have receipt)-The technician also noticed the unit was leaking oil from the unit itself. (I have pictures and videos)-Reported the unit failure to Alpine Home Air. They blamed placement of the unit BEFORE ANY INSPECTION. -The fact that Alpine used a random excuse to try to avoid warranty BEFORE inspection was done proves they acted in poor business ethic. -It is impossible to declare that the unit failed without inspection. -I have email threads that show bad business ethics, poor integrity, attempt to avoid warranty regardless of reason for failure.

  Business response

  09/06/2022

  We have looked into the complaint and took steps to correct the problem to customers satisfaction.  Original review by our tech support team, indicated that placement of the unit as shown in photos sent in by the customer, did not follow manufacturers minimum clearances, as indicated with installation and owners manuals, which typically voids products warranty. As a one time exception, we made a decision to send this customer a brand new,outdoor unit, and based on our last interraction he seemed satisfied with this solution. His replacement unit shipped on 09/01/2022.  We have asked the customer to adjust placement of the unit, to account for appropriate clearance from the wall, in order to avoid any future warranty issues.  Please let me know if any other steps need to be taken to ansure this is taken care of.

   

  Thank you

  Customer response

  09/07/2022

   
  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 went to BBB too soon. The company truly is great and they worked with me and honored the warranty even despite the installation issues. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Blueridge HVAC split system from Alpine Home Air on 2/27/2022, Oder#ASY27527. The system is advertised as DIY with the exception of final inspection and and testing. They say they have a list of companies that will come and perform this last part. After contacting companies advertised on their website to no avail, We requested the specific list for our area and received it on April 29, 2022. But, when we started calling the companies on that list, they either said that they dont or wont do what needs to be done. Also, some of the Companies on the list arent even in business anymore. We called Alpine back to let them know about this and the solution that the technician offered was for us to try and find someone on ******** marketplace or something like that who would just come out and do it under the table. Even though they recommend that this part of the installation be performed by a licensed and certified HVAC Technician. The technician also informed us that the list they provide is just a list of companies in our area that they buy. This is false advertising. The system cant be brought into service without being checked for leaks, the lines vacuumed, and checked to ensure the Freon is at the proper level. If you cant get a certified technician to perform this process after the unit has been installed then this is NOT a DIY system.

  Business response

  05/24/2022

  Our contractor assistance program is a system designed to send out work order requests to contractors near the customer's location.  The customer is ultimately responsible for obtaining installation services.  The system purchased is not advertised as DIY.  The customer may return this system and we will cover the return shipping fees if a contractor cannot be hired.   

  Customer response

  05/24/2022

   
  Complaint: 17133809
  
  I am rejecting this response because: I have attached images showing that it IS advertised as a DIY system. We understand that it says up to 90% and then you will need a professional to complete the installation. That is also a problem. Alpines list of contractors is mostly composed of companies that dont/wont do split systems. They compiled the list without checking to see if the companies will even provide the services that are required to finish the installation.
  
  Sincerely,
  
  *******************************

  Business response

  05/26/2022

  We offer to help you get bids on installation.  These are licensed HVAC contractors most of whom install both ducted split systems and ductless split systems.  If you are unable to find an installer you may return the products free of charge. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a Blueridge mini split product from this company in the spring of 2021. The mini split worked for 6 months and then stopped working. The product is still under warranty. The company is not helpful at finding and providing contractors to fix the mini split. The company has sent multiple lists of contractors that do not work on this particular brand. I have spent countless hours contacting contractors in my area. And have been suffering from cold all through the winter. I have called the Alpine air 4 times with no resolution to this case. So basically, I paid money for something that only worked for 6 months and is still under warranty. But i cannot use the product and Alpine Air is not doing doing anything to fix it. If Alpine air is unable to provide a reputable contract to fix their product that is still under warranty, I think Im entitled to a full refund. Please help

  Business response

  04/26/2022

  A contractor was sent to diagnose the unit and make repairs.  He diagnosed a faulty control board on April 6th.  This control board was sent to the customer on April 7th.  We will follow up with them to ensure their system is up and running.

*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. ↩