ComplaintsforAlpine Aire Heating & Cooling, Inc.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7-29-2022 Alpine Air installed a new heat pump. After the installation there was a wiring issue which took several technicians to resolve. After Alpine Air finally submitted info for our rebate to the local utility district it could not be processed a until they made adjustments to the unit. In order to receive our rebate from the *** Alpine Air had to come back and fix a couple of things. Then we learn the thermostat they installed was not covered by the rebate. It is now October and we are in Az. On return we switch to a/c and it is not working. Several weeks later a technician arrived and located a switch that shut off. In May the ac again stops working. After several weeks a tec arrives and says there is a Freon leak. He puts some in and states they will order parts and return. A few weeks later some metal/wire breaks and is hitting the fan. A tec comes and removes it. Never heard the cause. It is now the end of July. No a/c and our house is 90+in late afternoon. We call, leave 3 msg with no response. Visit the business and they say they did not get our msg. An hour later we get a call saying they are returning our call. Now we have an appointment for July 25th. The weather forecast is high 90s-100s. The issue is we have a new heat pump that is not working. We need Alpine Air to resolve the issue-fix or replace the unit so we can live in our home.

  Business response

  07/18/2023

  I have spoken with ***. Alpine aire is working with the manufacture to get a replacement.

  Customer response

  07/18/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ?I had a system installed by Alpine Aire in ********* in my home here in **********. From day one of the install one of the units made a clicking noise. The service tech came out and said it was normal and supposedly fixed another issue. The other issue was a pressure sensor. What the tech did not inform me of during that service call was how much water from condensation was leaking everywhere. This water leaked down onto my drywall and also into the crawl space. both units never had drains pans installed which would have prevented the damage to ceiling. I had installed a new filter not but two weeks before service tech came out. It was soaking wet not less than two days after he fixed the item. Back to the clicking sound and other issue. I gave up on the company because they never got back to me in regard to the condensation leaking all over my drywall and also destroying a filter. The final issue they admitted to over the phone was they never registered the **** systems which were installed. That clicking noise when I called another **** tech out is really from an open leg of power on the system that has now beaten up the compressor and needs replaced. This should have happened years ago. Now this labor alone bill will set me back $4100. I am not sure where to take these issues but I still have yet to receive any answers to the drywall being wet and warranty and what will be done to make it right.

  Business response

  04/18/2023

  ************, I apologize for this. Alpine Aire will stand behind the equipment we install. We cannot go off of another company's recommendations. We would be happy to send a technician out free of charge to diagnose the issue. I do recall you calling back in December about the Warranty. We could not find a registration. Our sales coordinator was able to register the Heat pump in February. The warranty is good until 6/13/2023. We have reached out a few times however your voicemail is full.  Alpine Aire changed hands in *************************************** 2018 is no longer here. Again, we would be happy to come out and look at the system free of charge. 

  Customer response

  04/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to see if when they come out what finding are done. Also what can be done with warranty issue. I am actually the one that filed for all parts and have email traffic from Carrier with documents I had to send them to prove it was a new home build. Also why will be done about the issue of no drain pans and the ceiling damage.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Alpine quoted us for one tech to come to our house and fix damaged air ducts. They instead sent a tech and an apprentice, billed us for the apprentice as well, damaged our dryer down vent and charged us for doing so (mistakenly closing off our down vent instead of a duct), left other ducts untouched (that were supposed to be fixed), charged us for time they left and went to their office, and for personal protection supplies they bought for themselves and kept. We asked them to send us a bill for the work they actually quoted and completed and to come back and fix damages. Instead, they called us names, tried to intimidate us, then sent us to collections. I had to hire a second company to fix the damage they did. We have still no received a corrected bill or heard back from them about fixing damages. We are happy to pay them for what was quoted but need them to reimburse us for the cost of repairing their damages. Sending us to a collection agency is yet more bullying for work they have charged for and not completed, while doing damage.

  Business response

  12/12/2022

  ************** is a customer with an unpaid balance. 

   Our relationship started when they reached out to us concerned that everyone in their new home has been sick and they needed help solving the issue. They were inquiring about an air purification products that could be attached to their forced air system. We offer several solutions widely regarded and proposed and sold them an air scrubber. Many of our own employees have this product as do we in our office. We are an essential business and worked during the Covid lockdown and not one staff member was sick with Covid during the first year. We give considerable credit to an excellent air circulation and purification. We proudly sell the Aire Scrubber. 

  Their problem was not solved and they asked us back again for a duct cleaning. At that time we found holes in the ducts and they asked us to repair those. When we came out for the repair we found the crawl space carpeted with mouse f**** Due to hantavirus concerns we asked the homeowner to have the space professionally cleaned prior to continuing the work. We had our team pulled off. 

  After speaking with the customer and understanding their sickness our guys too it upon themselves to come back to the office for top of the line air filtration masks and went to buy full body suits for protection. With that they entered the crawl space and temporarily patched any holes leading to the living space. This may have included an unused range vent. Our hope was to mitigate f**** dust and urine orders and hopefully offer relief while the customer waited for professional cleaning and abatement. 

  It should be noted that while in the crawl space our team found human waste (feces) and removed it for **************** to dispose of. 

  When the guys returned to the office and told their story they were greeted with a hero's welcome for their generous efforts on behalf of the customer. It was a big deal for several days. As the ** at the time I cautioned them against putting themselves in a dangerous situation again. This can risk their health as well as that of their families. 

  The parties involved in this service are willing and available for sworn testimonies at anytime. 

  I am now retired and must say that in my ************************************************************************** ethical honest service. There are countless people that complain because they won't or can't pay. Managers are imperfect, but have to try and decide what is valid. In all those years and all the "NO PAYS" - this customer wins. The kindness given to him was beyond measure and this is what we got back. 

   

   

  Customer response

  12/12/2022

   
  Complaint: 18546609
  
  I am rejecting this response because:

  1. We have saved emails, which we are happy to provide, that show Alpines quote to us (which the bill does not match).

  2. The emails show that we shared the exact condition of the house and offered to provide protection for Alpine employees.

  3. The emails show that we asked Alpine to send us a bill for the rate they quoted us in writing and which, alone, we agreed to (no other rates were ever presented to us). We offered to pay the amount we were quoted in writing, and agreed to, but Alpine keeps ignoring their own quotes to charge us an amount never before presented to us or agreed to. 
  

  4. The emails show *************** bullying us instead of responding to our concerns or offering to fix damages. 
  

  5. We can show receipts from ****** HVAC and Clean Connections for work we had to hire them to do to fix Alpines mistakes. Clean Connections also took pictures of ducts that showed Alpine charged us for work they did not complete, and they stated that Alpine does not even have the right equipment to do the job correctly and should not advertise as such.

  6. To date, Alpine has still never offered to fix mistakes/damages they were notified about in April or to send us a bill that matches the rate they quoted us in writing. What they are doing to us appears to be extortion. We have now heard from multiple home owners with similar experiences.!

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

  Business response

  01/06/2023

  Our Operations Manager is currently working with **** to resolve this. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A tenant had issues with their A/C unit icing up in early June, a technician from Alpine Aire came and diagnosed the system was not worth fixing and needed to be replaced. I was given a quote for a new system of over $12000.00 or a repair for $5000. I got a 2nd opinion and was told that the issue was a wrong sized filter being used leading to severe air flow restriction. We addressed the issue and the unit is running as expected. I informed Alpine Aire that I felt their technician charged me for an incorrect diagnosis, and asked that they remove the charges from my account. They acknowledged the mistake, said that the tech is only human, and refused to remove the charges. They gave me a %40 discount and said there was nothing more that I could do. I think the technician failed to check the most basic issue first, and almost led me to prematurely replace the equipment at significant cost to my business and significant gain to his company.

  Business response

  10/17/2022

  We apologize for the misdiagnosis. It is always important for us to diagnose the system correctly the first time. I understand that the coil was very dirty causing air flow restriction and was cleaned by the other company. I believe our Operations Manager also reached out to you due to billing and had a conversation with you about the situation. I do know that ************** was there 2 hours trouble shooting the issue with the system. *** passed this on to my team well make sure we use this experience to grow and learn as a team. We did discount the bill and only charged the dispatching fee which is our standard practice and industry standard.  Again we are sorry that you had this experience.

  Customer response

  10/17/2022

   
  Complaint: 18179418
  
  I am rejecting this response because: I don't believe it is the industry standard to make such an egregious misdiagnosis and still expect a customer to pay for the service.  I explained to the service manager that giving me a partial discount was nice, but their technician spent an inordinatee amount of time at our building due solely to his Ineptitude.  I appreciate that my feedback can be used to improve their business, however, it is their conduct when making a mistake that is in question, their customer service is abysmal.  I attempted to resolve this matter back in June and never received a call back despite 3 separate calls and messages being left.  Again, I am asking for a full refund of the amounts paid, at this point, nothing else will satisfy me.  I hope they realize that no customer should pay for such shoddy service.
  
  Sincerely,
  
  *****************

  Business response

  11/16/2022

  We have processed your refund. You should be receiving it via US postal service. We have used this opportunity to retrain our technicians. Like most businesses we were very short handed and our technicians working very long days. And that by no means is any excuse, however I am sure played a part in overlooking something that ************* our apologies. 

  Customer response

  12/06/2022

   
  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.
  
  Sincerely,
  
  *****************

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