ComplaintsforAlpin Haus

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My camper has had multiple problems and I can’t even get the staff to call me back to address the problem. I have left multiple messages and simply want a refund for what wasn’t fixed properly.

  

  Business response

  08/14/2024

  Good morning,

         I received a voicemail from ***** ****** stating that she had been charged to repair her interior door on her RV and that the repair had failed. She requested a refund for the service and left her contact information. I responded to Mrs. ****** when I came into the office on Monday 8/12/24 by phone, email and by text message. The refund was performed this morning 8/14 and a receipt of the refund was emailed to Mrs ****** at ***********************. I asked the customer to contact me directly if there is anything else that I can do to help. My contact information is ******************** or ###-###-####.

   

                      Thank You,

   

   James Nolan | Service Manager
  Ph: ###-###-####
  30 Gordon lane, Gansevoort, NY 12831 
  AlpinHaus.com 
  
  
  RVs | Boats | Pools & Spas | Skis & Snowboards | Snowmobiles
  

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had in ground ******* 1 HP pool pump replaced by Alpin Haus in 2017 which failed in 2020. The 2020 pump replacement failed in 2024 after having the pool opened x 1 month. The pump failure tripped all breakers in detached garage so an electrician was needed. After investigation of electrical service, the electrician took the pool pump apart to find exposed wires and electrical tape inside where the cord was attached. Alpin Haus was contacted about the issue and offered no assistance and said ""Oh the person who installed that no longer works here"" I contacted ******* via 2 emails with no response. I recontacted Alpin Haus 4 times and went to the store and showed the employee who took pictures of the wires retrieved from the old pump. I was told the Service Manager would contact me and never did. ******* pumps are suppose to last 8-12 years with proper maintenance. The pool is professionally opened and closed and the chemicals are purchased through a reputable pool company. I have since had to purchase a new ******* 1 HP pump for 798.00, pay an electrician to properly insert cord and pay to have a new pump installed. I am looking for compensation for these expenses .

  

  Business response

  08/13/2024

  I have read and gone through the complaint from the consumer.  I do feel that our team should have been able to contact the customer back in a much more timely manor. With that being said, I have also included 3 service repair orders that show that the pump has been replaced on 3 separate occasions, not included this more recent one. In 2015 a new pump was installed per the customer request, in 2017, the pump was replaced under warranty.  That pump then failed, In 2020, the pump was replaced again under warranty.  The pump installed in 2020, may be just outside the manufacture's warranty, but I would need the serial # off the pump to verify this with them.  We are more than happy to replace this pump as a customer good will even if it is deemed outside the manufacture warranty period.  I would do this because of the lack of follow through in calling the customer back. I hope that we are able to resolve this based on that.  

  

  Business response

  08/14/2024

  We will have a check sent out from our accounting office for $898.00 made payable to:

  ***** ***** **** ****** *** *** ************* ** *****Please confirm that this will satisfy the complaint. 

  Customer response

  08/14/2024

  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. 
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept 2022 we purchased an RV from Alpin Haus for $97K along with a service contract we were told covered any problems for $7500. There were a number of issues with the RV that had to be addressed after the sale that should have been caught before selling the unit. Finally, in OCT of 2023, the unit was brought to Alpin Haus for an inspection along with some initial problems that still had not been repaired. The RV was left at Alpin Haus for a week and was picked up on Oct 6, 2023. We were charged for a full inspection of the unit ($250) including, "Inspection of the exterior roof sealants includes minor sealing of roof seems and report". I had tried to clean the roof before bringing the unit to Alpin Haus but we had been camping and the roof needed more than a hose and sponge which was all I was able to do. I had asked for the roof to be cleaned, but that work was not done. After driving off the lot the RV was taken to a KOA campground where we had planned on spending the weekend. It began to drizzle and then rain when we were at the campground and drops of water began to appear from ceiling screws that held the curtain rods up along with damp spots in the forward ceiling panel. I began taking pictures and emailing them to Alpin Haus. We used towels and buckets to clean up the water as it came in along with wiping down surfaces. After the rain, we left the campground and headed home, where with a ladder I was able to get up on the roof and found a new crack behind the driver's side, right where all the water was entering. I drove the unit back to Alpin Haus and met with the service department explaining about the damage to the roof and how this happened at Alpin Haus. Alpin Haus refused to take responsibility, had the unit taken to a third-party repair shop where far greater damage was found, due to it being left outdoors at their location with the damaged roof. Close to eleven thousand dollars in damages, which was more than when I left it with them.

  

  Business response

  06/27/2024

  Good morning ****** *******. This is Gregory M***** from Alpin Haus RV in Amsterdam, NY. I am the Assistant Director for Fixed Operations and received your BBB complaint. In reviewing the matter, I spoke with our ownership, and as left on voice messages from yesterday (6-26) and today (6-27), Alpin Haus cares deeply about customer experience and desires to have a great relationship with our customers. We are offering to reimburse/remit a check to you in the amount of $500 which you shared was the amount of your insurance claim deductible. My direct extension is ###-###-####. Please feel free to call me, or notify BBB, to make arrangements to remit the check. Thank you for your time on this matter. Sincerely - Gregory M*****.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Alpin Haus installed a washer combo in our brand new RV in the week we went to pick it up. The washer was recommended and installed by the technician that that went over all the RV details with us. We didn't get the RV until late July/early August in 2022 and only got in a couple of trips before the season was over. The washer was never used due lack of time. Clearly seen when Alpin also did the winterization for us (and broke the water valve inlet which we found the next season). Our very first trip in May 2023, I used the washer for the first time. We were missing the instruction manual, the liquid dispenser, there was a crack in the bottom panel AND it was not balanced and shaking the camper like crazy when I ran a wash cycle. We immediately sent this issue to Alpin in May and wanted it fixed so it would not to cause further damage. We sent them documentation and my husband had phone calls with the asst. manager Matthew saying he would look into it. Our camper was there in July for a repair and Alpin still did not address the washer issue. By this time I had used it maybe 3 times but was afraid to use it more due to the imbalance and it was actually shifting while we drove. Eventually these issues caused the panel on the bottom to start coming out so now that has to be fixed. As of right now Alpin refuses to acknowledge their technations did not install the washer correctly and are trying to bill upwards of $800 in order to now fix these issues we raised months and months ago so further damage wouldn't happen. The Asst manager is playing like we never sent email correspondance (we have copies) and that he never spoke to my husband on any of this. The new manager, Nick is a jerk and shady and keeps spinning a circle that they couldn't possibly be responsible for the incorrect installation and the further damage caused due to the terrible installation. Their service department is terrible and they won't own up and cover the damage THEY caused. We want this fixed and they cover at least half the cost.

  

  Business response

  12/05/2023

    Alpin Haus has spoken to Mr. & Mrs. ***** today (12/05/2023), reviewed the concerns, and spoke in detail about an agreed upon repair for the situation. The repair is schedule for this week and we will communicate the completion of the repair to the customer directly by week's end. Thank you

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my trailer to Alpin Haus Port Jervis because the awning had simply stopped working. I brought it to their service department and explained on a family trip the awning simply stopped working and I had to retract and deploy the awning manually with a drill and socket for the past 2 weeks. A short time later Mat H********* called and said the trailer was ready and the awning was fixed, but when I arrived, they explained they simply used a drill to open the awning and it started working. How can any logical person think that what I have been doing for 2 weeks (using a drill to open and close the awning) would simply fix the awning because the service department did it once. Upon their assistance I took the trailer home, at which time the awning still would not work. I brought the trailer back a 2nd time. This time Mr. H********* explained they changed a loose wire and now the motor in the awning was working correctly. When I went out to the yard, I attempted to work the awning but it would not work. A employee also attempted to work the awning twice but no luck, on the 3rd try the awing started to work. The employee explained he must have been pressing the wrong button. How a trained person cannot know the difference between an on/off switch and a 3-way toggle switch to open an awning is beyond my belief. Once again they insisted, I take the trailer home. After the 15-minute drive home I attempted to open the awning to no avail. I was charged almost $400 to fix an awning that still does not work. Several emails, calls, and texts have gone unanswered. I believe they never fixed or even attempted to fix the situation. I believe this particular dealer engages in deceptive business practice. I have contacted ***** directly and emailed Mr. Heck to make them aware of this situation. I want my awning fixed or my $400 returned and i will go somewhere more capable, which is sad since I purchased it from alpin haus .

  

  Business response

  10/24/2023

    Mr. ***** I apologize for the current situation, I'm glad I was able to reach you this afternoon via phone, and look forward to rectifying your awning issues Monday 10/30/2023 when you visit our repair center. Feel free to reach out to me directly if needed, other wise we will see you Monday to make the repairs needed to your awning, and again we apologize for the inconvenience. Thank you, Alpin Haus RV 

• Initial Complaint

  09/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We recently bought an RV for 21000 dollars and we’re told it would all be in working order. I am active duty navy and our plan was to use this RV as our home until we could move into our home we purchased. I has been 2 months, we had the ever for approximately 2weeks of that time. By the third week we asked for a refund because it was not functioning and we did not feel that their end of the bargain was being held up. We dropped of the even for service, they told us they would make the repairs, when we went to get the everything the repairs did not address the issues. When we asked them to show us the rv in working order it still did not work. They told us we would be called in two days, a week later I called to inquire, they said it wasn’t there. I then get a call saying it was fixed and we needed to come get it and blamed us for the broken equipment on the rv. And proceeded to say it would always be a problem. I have been accused by the salespeople as a liar, committing fraud and belittled for wanting a functioning product. Bar none the worst purchasing experience in my life.

  

  Business response

  10/12/2023

  After speaking with Mr. *******, we agreed we would replace the waste tank and this would satisfy any and all remaining issues related to the camper. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Alpin Haus originally fitted us with the wrong hitch for our SUV and was going to rectify the situation by picking it up and replacing it. As part of this, they wanted me to blue tape the cosmetic issues. I was putting tape up and got fiberglass in my hand. I took my flashlight on my phone and searched the wall and realized that the walls, blinds, bed, everything was covered with fine shards of fiberglass. After much panic, including calls to the pediatrician because my 4 year old slept against that wall, we get in contact with Coachmen and they tell us that shouldn't have happened and they will work with the dealership to rectify the situation. At this point, I think it may be salvageable. Until I start the clean up for everything that was inside the camper. We have to clean or soak or toss EVERYTHING. I have fiberglass stuck on items like oven mits that were just sitting in the cabinets. I have to soak and double wash everything (bedding, clothing, towels, stuffies). I have fiberglass in my dryer. I have to use gloves to remove the lint trap. It's 5 days of inspecting everything and trying to make it safe, because our dog got a piece in her nose and I want to make sure nobody else gets hurt but my kids are still finding pieces in their feet that have been tracked in from being in the camper. I'm also going down the parental shame spiral of finding out how hard it is to get rid of. Now my super excitement for taking the kids on adventures is tainted with me feeling like a horrible parent for having them sleep in bunks that had fiberglass stuck on the wall. So despite Alpin Haus cleaning the camper and getting replacement mattresses, I still feel like its unsafe due to manufacturing. The best Alpin Haus offered us was to sell it on consignment at a loss of 14K for us. Unbelievable that something that was a dangerous situation is on us. We used it 2 days and it's been on Alpin Haus's lot since last week. Our original purchase date was 7/31.

  

  Business response

  09/01/2023

  We've been in touch with both the customer and manufacturer and have a resolution in motion.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In July I was working with Salesman Scott and Account Manager Matthew to purchase a camper van. I was undecided between 2, a 2022 ******* 20J and 2023 ******* 20A, but Scott stated there were no major differences. 8/5 I purchased the 20J. Same day I received a walkthrough by Sean, who had a very hard time demonstrating how to convert to the bedroom and Scott was called. He disclosed a difference between the vans was the back doors of the 20J had to be open to complete the task. This is a big oversight on the Salesman’s part because it is a Con factor to Buyers. I would have selected the 20A. I commented and Scott said “Oh well!”. Additionally, approximately 12 items to replace or repair were identified. 8/10 I called 3-4x to support on electrical issues that was not previously identified. There are notes to replace the batteries, and I was referred to the dealership. I called Matthew but no return call, so I texted Scott I wanted to return the van. Scott fwd me to service reps but did not advise the return policy. 8/11 I emailed Matthew a summary but no call back or reply, so I got in touch with another Account Manager, Paul by 8/14. I asked Paul to investigate as I felt I was mislead to purchasing the wrong van and I was willing to work with them. Please know we also spoke of processing a Lemon Law Claim because of the amount of replacements/repairs grew to about 15 items. 8/16 Paul let me know he confirmed with the named people I was mislead and apologized for Scott. He stated it was a "unique situation” because the van’s value depreciated when I purchased as the 1st owner. He said he would follow up with the GM (name not provided) on the price difference. As of 8/25, I have not heard from back from Paul and have left 1 voicemail on 8/15 and 1 message with the office secretary (name not provided) on 8/24. It is less than 30 days since purchase and I am still willing to work with them but I need someone to return my calls. Can you help me??

  

  Business response

  08/28/2023

  We reached out to the manufacturer to clarify the bed operation. The rear doors do not have to be opened to convert the bed. If they do that means that something will need to be addressed for it to operate as designed. We then called the customer to let her know and have scheduled an appointment to address the warranty concerns and order any necessary parts. 

  Customer response

  08/30/2023

  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. 
  
  Regards,
  
  ******** *****
  
  
  
  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used this RV dealer to repair minor problems with my brand-new camper. They were supposed to fix my AC unit due to it not working and fix some minor repairs as well as winterization as they had the unit over the majority of the winter and replacing the outdoor stove. My husband and I returned to this dealer on multiple occasions when were told that the camper is ready for pick up to only go there and nothing was ever done besides the AC and the outdoor stove. After speaking with the manager there our work was finally completed, and they had the camper dropped off to our residence. When we got the camper back it was absolutely disgusting it was so filthy on the inside with dirt and mud and both indoor and outdoor fridge was covered in mold. To top it all off we turned our TV on and the screen was completely smashed. To continue we used our camper for the first to not only realize that the AC unit is still not working. It freezes over and starts blowing hot air. I refuse to go back to this dealer because I simply do not trust them. They also hit and dented the side on the camper while moving it in there parking lot. And they broke my parking cable and submitted it through my warranty without even telling me before it was done. I had a family member take a look at the AC unit and they never cleaned the filter he confirmed with ***** that the unit was replaced but when he opened up the vent the filter was never cleaned and there was a bunch of tape that was stuck to the back of the AC vent on top of the defroster wire being unplugged. I have been in communication with the manager there his name is Matthew H********* and he is agreeing to replace the TV i'm not even fighting with them on all the things that went completely wrong. He told me via email that my TV would be in by the end of the week (two week ago) i've been emailing him and no response so now i've absolutely had it and a complaint needs to be filed. What a terrible experience!

  

  Business response

  06/29/2023

  Dear ******** ********I apologize for the lack of communication;  we have received the new tv to replace the damaged tv you reported. I would like to also offer to deliver the tv to your home and  offer to detail the interior and exterior of your camper at our facility as good will no charge. Thank You,Matthew H********* | Service Manager

  Customer response

  07/13/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I've submitted a complaint about this business recently and we did come to an agreement with them offering to detail my unit inside and out and they did replace my tv that was broken while in their care. My husband and I used the camper on July 4th and wanted to try out the stove in the outdoor kitchen which was replaced by Alpin Haus in Port Jervis, NY. It worked for about 2 minutes before noticing that the control knobs were melting while in use, my husband and I went over to the stove and noticed the entire bottom of the stove top was engulfed in flames. My husband quickly removed the propane connection to the stove or else our entire camper would have gone up in flames. I've reached out the service manager Matthew H********* and he claims that the stove was tested out after installation and that he has a completed work order that says so. I do not believe him as on three occasions my husband and I were given completed work orders that work was finished on the camper and ready for pick up to only arrive at the dealer to see that nothing was actually done. I've had enough with this business, and I will never return there to service my unit. My experience has been nothing but one failure after the other. I no longer want my unit detailed by them any longer as I have lost all faith with this company. I spent over $200 to have my camper winterized there and I would like a full refund of that please ASAP. ***** authorized our HVAC guy to fix our unit and Matthew H********* specifically told my husband that to tell the person who worked on the unit to provide and itemized bill and that he will get our warranty to pay for his labor. On 7/11/2023 Matthew emailed me stating that he found out through his contact at ***** due to third part repairs that it will have to be submitted straight through *****. So again, telling us they will do something and then turning around and telling us another story. Refund Regards, ******** Dalphus

  

  Business response

  07/13/2023

  Dear ********,
  We have spoken to your husband about this matter that you are dealing with now in regards to your stove. We have goodwilled the stove at no charge to you to; address your concern with the stove. We have placed the stove on order and we have discussed that it would be 5- 10 business days before it arrives. Again, we do apologize for the disconnect and we want to be of help to you.
  
  Thank You,
  Matthew H********* | Service Manager
  
  36 U.S 6 Port Jervis NY, 12771 

  Customer response

  07/13/2023

  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. 
  
  Regards,
  
  ******** *******
  
  
  
  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted Alpin Haus to build our pool beginning October 11, 2022 and were given a completion date of two weeks. Alpin Haus did not build our pool according to our contract. Workers of Alpin Haus poured the pool bottom in the rain causing damages to structure. Extremely poor workmanship has been performed with little to no efforts made to repair. My pool currently sits uncovered,unfinished, and full of snow today. I've have reached out to Alpin Haus and have received little to no communication in return and have not reached a resolution. -Deep end height is not built according to contract and currently sits at 8ft. 4in -Stairs and sunledge not built according to contract and as agreed built with stone and not concrete fill -Damages in the shallow end going down to the deep end - Lights are not aligned on the back panels, as requested -The shape on the deep end is slanted -Lines were not plumbed correctly -Also, pool was not plumbed with sufficient return lines, and there are no return lines in the deep end -Half inch gaps between each piece of channel that the liner sets in -The walls that were repoured are not attached to the base and quickcrete was used in the creases -No Vacuum was provided, we would prefer to receive a credit for this

  

  Business response

  03/14/2023

  To Whom this may concern,   Alpin Haus has been in contact with the ******* family regarding the remaining work to be completed.  We have responded in written email that the pool is currently 85% complete and that we will be back in March or April to complete the pool.  As a company we always strive to go above and beyond with all of our customers and this pool project is no exception. I have attached 1 email to the *******'s showing this.  We have also had other communication stating that we are prepared to finish the pool along with addressing any concerns or questions that have come up throughout the pool build.   

  Customer response

  04/03/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards, ******** ******* I would not agree that the workmanship was done accordingly. Also, when the site visit took place none of the Alpin Haus representatives agreed that the work was done accordingly (one individual was shaking his head while Jaime offered an apology). A site visit was held on 10/31/22. *** *****, from ******** pool was present. His title is Regional Sales director and has been with ******** pools for 3.5 years. Jaime and I, ******** did most of the conversing. Ken who spoke minimally provided suggestions to Jaime on how to go about the repairs that needed to be made. Specifically, pertaining to taking out the 3 back walls of the pool. Ken did state that he "understood where I was coming from that our pool was not built according to contract and was not built with what was paid for". Ken did not have much more to say other than guiding Jaime on repairs. In my personal opinion, Ken took neutral position where he did not want to get involved. I have attached 3 photographs from the removing of the walls, my concern that I brought to Jaime's attention during the meeting was the "tops of the walls were hollow":. As seen in the attached photo the top of one wall was about 1 inch thick. An Alpin Haus employee tapped it lightly with the crow bar and it caved. With regard to the pool lights, Although Alpin Haus installed them on the wall that I requested. They did not evenly space the lights as I asked. Where the seems meet, they were still able to space them evenly without placing near the seems. My other major concern that I brought up was the large indentations and dips throughout the pool that still remain.  During the meeting this is what was agreed upon. -Jaime stated the three back walls would be jack hammered out and re-poured-Jaime stated the pool bottom and sun-ledge and stairs would be grinded down and skim coated to make all areas level. -Letter of warranty would be provided for all repair work and for the sun-ledge and stairs In a good faith effort to work with Alpin Haus.  I agreed to the repairs with the understanding that a warranty would be provided for all of the repair work that was being done, and also warrantying the stairs and sun-ledge as they were not built according to contract. Jamie agreed that  a "letter of warranty would be provided" He also stated " I could include any verbiage as Aplin Haus stands by the work that they do " I was acceptable to these repairs with a letter of warranty for sufficient period of time. I was very clear with Jaime that I would not accept the stairs and sun-ledge, and skim coating the pool if a warranty was not provided. When Alpin Haus employees returned to do the repairs. The knocked out the walls and re-poured them. Alpin Haus employees were NOT able to do the repairs pertaining the the grinding and skim coating of the pool, sun-ledge and stairs. They communicated that there method of using quik-crete did not work and the product was not sticking to the existing surface. After attempting the repairs they left and did not return. I emailed Jaime asking about the "letter of warranty " and explaining that Alpin Haus employees were "unable to make the repairs that him and I agreed to". I did not receive any response back as to what the plan of action is to fix the pool and have not receive any "letter of warranty"  The problem this entire time is we made an agreement and Alpin Haus is not following through. A warranty was not provide and the repairs were not complete. I as a customer am asking what your plan is to make the appropriate repairs as discussed and agreed. Also, If a letter of warranty is not provided as agreed, the stairs and sun-ledge need to be built according to our contract as initially agreed upon, and the bottom re-poured.   I'd like to mention, in our back yard we have several cameras the are both video and voice enable. The meeting on October 31, 2022 lasted 57 minutes  and the entirety of the meeting was voice and video recorded. In a better effort to attempt to resolve this matter I can reference back to the video to prove what was discussed. ********

  

  Business response

  04/20/2023

  ******* and ********,   In an effort to move everything forward and give you the peace of mind that you are looking for, please let me know what verbiage you would like in the letter on the workman ship for your pool. We do stand behind the work that we do and have done so for over 40 years. At this point, the back wall has been repoured and the bottom of the pool, sun ledge and stairs need to be scraped, ground and/or resurfaced to be ready for the liner. The process going forward will not be any different than that of any other job that we complete. I have the full confidence in our team and know that we will finish this project for you. As I have stated in some of our correspondence outside of the Better Business Bureau service, we will come in and use our methods of resurfacing the bottom in which we will stand behind. We just need your authorization to do so. Again, I hope that we can move forward and get your pool scheduled for completion.   Thank you, Jamie

*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. ↩