Anonymous

Alpine heat and air total rip off

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I talked for 2 hours with an Alpine sales person ordering a new furnace. The first time he gave me a quote the shipping address was incorrect.

We went through the whole process again, this time the shipping address was correct and different from the billing address. We worked for 45 minutes to try and have AFFIRM finance the purchase through Alpine Air and heating. The site kept taking me in circles, so I told the I would just use PayPal to pay for it. I paid through PayPal and received a paid receipt from the people I ordered the furnace from.

Today, I received a call from Alpine Heat and Air wanting a shipping address for the furnace. I gave them the correct address. This afternoon I received an email telling me that because the shipping was screwed up I'd have to pay an extra 50.00 for shipping. I called Alpine and told them that I would not pay the 50.00.

Just keep the furnace and return my money to PayPal. He them told me that I could do that but that it would cost me 200.00 for return shipping because I paid with PayPal. He said the same thing would have happened if I had paid with AFFIRM FINANCING. I was never told this by the sales rep.

for Alpine. Free insured shipping to the lower 48 states is included with all equipment orders and other select products.

Equipment is considered: furnaces, air handlers, air conditioners, heat pumps and package units. (Shipping charges apply to portable air conditioners.)" I had no real choice except to pay the 50.00 Here is the shipping policy details from the Alpine site " DON'T EVER PAY FROM THESE PEOPLE, THEY ARE A COMPLETE RIP OFF!!!

View full review
Loss:
$50
Reason of review:
Order processing issue

Preferred solution: Price reduction

Margarete Ehp
map-marker Chicago, Illinois

Great prices...Don't screw up or you're screwed.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
After searching both my local HVAC contacts and online for a sizeable amount of time I decided to buy a replacement furnace through AlpineHomeAir. It seemed simple enough, we needed to replace most of the 20+ year old gas furnaces and a/c units in our 12 unit apartment building. Heading the advice of my installer I only ordered one unit to test the waters as this was our first time buying equipment online. What a lucky break!...we ordered the exact size furnace that had originally been installed in the first unit only to find out the units had been oversized in the first place. When I contacted sales to inquire on the procedure of buying the proper sized unit plus boxed coil and returning the first unit (still wrapped in shipping plastic) I was told this happened all the time and assured the cost to return and buy another would be minimal and since I needed a smaller size it may be no extra cost then he transferred me to customer service. The lady in customer service, while pleasant enough told me it would cost almost 50% of the cost of the unit for return shipping ($230) even if I was going to buy more equipment....what a cluster!! The mistake was mine and I should have paid the extra $30 for "return shipping insurance" but the cluster in customer service and high expense of making a mistake sours the experience. I can only say I am glad we didn't order equipment for all 12 units. This may be a good option if you know exactly what you are doing but the learning curve makes sticking with buying locally seem like a better alternative.
View full review
Pros:
  • Great selection and pricing
Cons:
  • Misleading information
  • Unclear of return costs
  • Different answers from different departments
Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Would not buy or recommend Alpine Air

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I installed a Blueridge four zone mini-split and one of the four wall units did not work properly the very first time it was powered on. Because the issue occurred just barely over a year from the purchase date, though under a year from the date I actually received the order, Alpine would only send replacement parts rather than replace the $229 piece. The parts were sent to me and after I installed them the same issue is still present. At this point I have about three hours of my time invested, 1 hour for a service tech, and a cold kitchen. Very unhappy with this product and would not recommend Alpine or Blueridge products and looking like I'll have to buy another unit from them now if I want to have 4 zones that are useable. You would think that for $229 retail (probably twice what it costs them) on a $2600 order they would just replace it to keep the customer happy. The next $2500 I plan to spend on another mini-split system will be spent elsewhere. Furthermore, even though I told the customer rep taking my order I was installing the lines on the interior, the wire they sold me can only be used outdoors per code, so I've got a $100 worth of wire sitting on my shelf that I had to replace with NM cable.
View full review
Loss:
$350
Cons:
  • Faulty equipment and unhelpful tech support
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

3 comments
Guest

The more technology you buy, the more crap you have that breaks! I just had a customer that had a two year old nest brand thermostat quit working on his central A/C unit.

After checking the unit (both outdoor and furnace sections), I came to the reality that his nest was a POS!. The crazy thing is that it went back to work after removing it from the subbase and snapping it back on.

It's been working two months now. As I said..."The more technology you buy, the more crap you have that breaks!" From a HVAC contractor with 28 years experience in the industry!

Guest

Using outdoor wire indoors is a minor expense for better wire. Parts fail but in multihead applications it’s usually installer error

Guest

Outdoor wire can be used indoor! The complaint you have there is that they sent you a more expensive and better quality wire then what was required for the application, but it absolutely works!Sorry to hear about one of your heads not working. Happened to my Mitsubishi-twice which is why I finally just went blue ridge

View more comments (2)
Anonymous
map-marker Chicago, Illinois

Bunch of lies and waste of time

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Called in on July 10 talked to Joseph Waller about getting a quote. Asked how long will it take to receive the product, Joseph said "since your in IL will be 2-3days". Placed order July 11, was told by Joseph that if I have it shipped to my house will have to pay a lift gate del fee so I had it shipped to my business where I have a dock. July 13 I call and ask when is my order going to be here since its been 2 days and no call from anyone. Was informed by a female my order has not shipped and they were meaning to call me but still havent cause my CC address and del address werent matching, mind you they are the ones that told me to ship to my business in order not to pay lift gate charge. After about 30min on the phone with her she says OK your order will ship tmrw to your house. Its July 18th I called again WERE IS MY ORDER THAT I PAID FOR IN FULL. Was informed by a gentlemen they were reviewing because my ship address and CC address dont match, but hold on I already corrected this 5 Days ago. He said sorry there are no notes in here, so again I asked were is my order. His response I am not going to be arguing with you, you dont like it I will give you your money back, but of course now I have to wait 5-7 bus day to get it. So if I wouldnt have called in they wouldnt even bother calling me, but of course they did have a full payment so what do they care. Twice now because them I have to cancel a install crew. Dont waste your time go to home depot they sell the same brand just under a different name, but i never had any problems getting items from home depot thats the only difference.
View full review
Loss:
$300
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Chiffon Uvj
map-marker Chicago, Illinois

Company committed fraud selling damaged systems

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I ordered a Spit mini system AC last February. I live in Hawaii and therefore I had to pay for freight from Carson California to Hawaii of $436.00 dollars, When the system arrived it was shrink wrapped very tightly and no apparent damages. I unwrapped the pallet and notice the 2 boxes hosting the unit were in deplorable condition and have been shipped and return a couple of time and the box was severely watered damage and the unit itself was damaged on one side from being dropped the condenser coiled was push inwards by about 3/4 inch on one side. I tried contacting alpine and sone as they discovered it was me they hung up, Sent a email that I have 5 days to file a claim with the shipper which after 8 days on a barge it was to late. I wouldn't have in the first place since they knew the product was damaged before shipping. I filed a claim with my credit card company and they got my money back the alpine sent me a bill of lading for Carson, California to There warehouse. The refund would be based on the condition of the packing box and the unit undamaged plus I pay the shipping cost from Hawaii to Carson. The fight continues and alpine thought they could ship a broken unit to Hawaii and they could get away with this. Don't trust this people in sheep clothing they are dishonest and crook it.
View full review
Loss:
$1800
Cons:
  • There criminal and fraudulent
Reason of review:
Damaged or defective

Preferred solution: Full refund

2 comments
Guest

If you order from alpine air use a credit card, if they send you a defective ac or send nothing at all, even if you sign for delivery you call your credit card company and ask to do a charge back. You want have to pay, just did it and made them come and get the ac back

Guest

It was my credit card company whom got my money back, this company did nothing but fight my complaint.

View more comments (1)
Callie Ztz

Dishonest - Partial refund on immaculate item return

I returned the Air Conditioning Coil (Goodman CHPF3636B6) in perfect condition in the original packaging via USPS Ground shipping as the "Alpine Home Air" service representative Margaret indicated. She said I would get a full refund as long as the item had no indication of having been installed and did not have any damages or scratches. I received an email from the "customer service manager" (CSM) from "Alpine Home Air" indicating I was only being refunded 80% of my money due to damage. When I let them know the item left USPS in immaculate condition, they actually sent me an email with images that were so low in resolution (1kb) you could not identify anything from the image. I asked for better images and they sent images of the packaging and an item that had the internal coils damaged but no damage on the exterior casing. I replied to let "Alpine Home Air" know that it is impossible for the item to get damaged internally by dropping the package during shipping and that this must have occurred after they received the item. Alternatively, they might have unintentionally (or intentionally) sent images from another return. On several occasions during our communication and given multiple opportunities, Margaret refused acknowledge their mistake in not completing a full refund on a pristine item or that "Alpine Home Air" damaged the item after they received it. They told me to claim on the shipping insurance in order to recuperate the difference. I will not purchase the rest of my system or anything else from "Alpine Home Air" and will urge others not to as well.
View full review
Loss:
$271
Cons:
  • Dishonest refund
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Alpine Home Air - Delivery Service Review

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
A couple weeks ago I had a delivery from alpine home air. The first thing that I noticed was that when the delivery service came out they said that they was not going to deliver to my area between the hours of 3 to 6 PM. I called the delivery company about this situation. And let them know that it was on acceptable for them to treat me that way and not call or informed me that they would not be out. When I told alpine about the situation the lady call the company. They told her the same situation. I told them that I need to be save it for my time and being prejudice against. When I called the company the second time the woman said oh they didn't say that they couldn't come to your area they said that the weather was bad and it was Windee roads. I said you were listening just like I was listening and you know good and well that's not what the company say it. First lie. Then when I called about the claim that was put in on my behalf to the company all they said is oh we can give you a $50 credit I said no I want the claim money from the delivery company which that I was supposed to get. So Margaret what she does she counsels my order to make sure I don't get the claim money. Do not do business with how alpine home air they are liars and they will rip you off. This company has 24 complaint with the BBB. That's entirely too many complaints and the main reason liars.
View full review
Reason of review:
Problem with delivery
1 comment
Guest

Agree

Resolved
Chantilly Ibf
map-marker Campbell, California

Resolved: New AC Compressor failed after 2 months - Alpine is no help, warranty WORTHLESS

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Aug 18, 2016

After a few round and rounds Alpines customer service called and took care of me very well. I very much appreciate it. Thanks Alpine

Original review Aug 17, 2016
wow- i wish i had read these reviews before ordering an ac compressor from alpine. i spent $800. compressor failed after 2 months- alpine will do absolutely nothing other than process a parts warranty- i'll be on the hook for labor which will cost more than the unit and i'll be on the hook for shipping. do not buy your hvac items on line definitely dont buy them from alpine. i'm going to be out around $1,000 before this nightmare is over. alpine is extremely helpful and positive when taking your order- once they have your money you are on your own. if a product they sell fails after 2 months i would expect them to be extremely helpful. THEY ARE NOT. i will work hard to get the word out - consumers need to understand that the great prices come with a huge cost.
View full review
Loss:
$800
Pros:
  • Very friendly when taking order
Cons:
  • Zero support when product fails 2 months after install
Reason of review:
Bad quality

Preferred solution: Price reduction

1 comment
Guest

Most warranty’s only replace parts that a tech installs. Few offer complete component replacement

Anonymous
map-marker Hamden, Connecticut

Alpine Home Air Air Conditioner Review from Hamden, Connecticut

Purchased a Blueridge mini split system and had it professionally installed this past May of 2016. Within a week the unit was shutting itself down and failing to cool.

Repeated calls and emails to customer service failed to get a response until I finally was able to talk to a customer service rep who promised to fix the problem. The fix?.... there was nothing they would do as it was installed and the suggested i sell the unit to try to recoup some of my money. Unbelieveable bad customer service!

Wouldn't even cover it under the manufacturers warranty! Absolutely horrible service on a product that apparently is junk. They just will not do anything on a new product.

Beware!

Federal trade commission and BBB will be my next contacts.

View full review
Reason of review:
Bad quality
5 comments
Guest

You should contact the installer to repair it. Companies like Alpine fast track warranty claims from contractors over homeowners.

It sounds like there is more of an install issue, rather than a warranty issue.

What you are describing is either loose wiring, overcharge, or a refrigerant leak, and how would Alpine know, since you haven't gotten the installer back out to diagnose the problem. You only told Alpine the symptoms, which is as useless {{Redacted}}

Guest

I am an Hvac contractor, you have to be careful with warranty’s regarding online purchases. Some will not warrant self installed units, others require registration. But I recommend the ductless inverter systems, it’s the future of my craft.

Guest

Make Mice - consumers who are intelligent buy products like these on the internet because they are not paying the premiums applied to products by contractors. They also have more choice in their product selection.

While contractors would love to have consumers believe their warranties are at risk, they in fact are covered the exact same. The Blueridge brand is Alpine's own and people are not going to find a brand like it for less. Not only do we back up the warranty 100 percent, this product is made by the world's largest HVAC manufacturer and has an extremely low occurrence of issues. The bottom line is we are here to create a win for our customers and we do that by driving down prices across the HVAC industry and offering these products for direct purchase, along with professional help to select the correct products for a customer's application.

If you are a contractor it isn't necessary to spread false information online to protect the industry. Your ability to do the installation is valuable to consumers and that doesn't change if people choose to buy the products separately.

Guest

You get what you pay for. Don't buy HVAC equipment online because warranty issues will bite you in the butt.

Guest
reply icon Replying to comment of Guest-1372008

Amen! In fact, many manufacturers stated that if a unit was sold over the internet, the factory warranty is void.

I am a Goodman/Amana/Daiken dealer and their warranties state just that fact.

No contractor that is sane would install this poorly built junk just to have to loose time and money dealing with the *** warranty! I just turned down installing 4 of these units for a good friend because I won't let those POS units ruin a 35 year friendship.

View more comments (4)
Rionna Hzn
map-marker Almond, New York

Refurbished Items and No Satisfaction Guarantee

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I purchased a heater in October 2015 and after opening the box discovered it was refurbished, defective AND made in 2008. Alpine has no returns on installed items that have been tried. Partial refund on opened boxes and buyer penalized for shipping both ways. Alpine Home Air Products is a scam and buys from Yellow Supply in Kentucky. Do not waste your time and money buying from Alpine Home Air Products. Alpine is a third party vendor selling outdated and refurbished merchandise. I purchased a heater in October 2015 and after opening the box discovered it was refurbished, defective AND made in 2008. Alpine has no returns on installed items that have been tried. Partial refund on opened boxes and buyer penalized for shipping both ways. Alpine Home Air Products is a scam and buys from Yellow Supply in Kentucky. Do not waste your time and money buying from Alpine Home Air Products. Alpine is a third party vendor selling outdated and refurbished merchandise.
View full review
Cons:
  • No satisfaction guarantee as advertised
Reason of review:
Fast order processing
Anonymous
map-marker Saint Louis, Missouri

HORRIBLE PLEASE READ

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
SELLING PRODUCTS NOT IN STOCK , ONCE YOU PAY THEY WILL NOT ANSWER EMAILS OR PHONE CALLS THEY HAVE CALLER ID. THEY DO NOT DROP OFF AT YOUR HOUSE, ONLY WILL DELIVER TO THE HIGHWAY OR END OF DRIVEWAY SO WASTE OF TIME BUYING BOGUS LIFT GATE SERVICE, IT'S A FRAUD! THIS COMPANY NEEDS SHUT DOWN, SPENT THOUSANDS OF DOLLARS TO BE IGNORED AND TOLD I WOULD HAVE TO HAUL 350 POUNDS UP MY DRIVEWAY. I AM SHOCKED THEY ARE OPERATING A BUSINESS LIKE THIS IN AMERICA. TAKE MY IDVICE READ ALL THE REVIEWS BEFORE YOU PURCHASE, THIS IS A JOKE OF A COMPANY AND THEIR FREE SHIPPING IS A JOKE ALSO.
View full review
Reason of review:
Poor customer service
1 comment
Guest

There website is pretty clear that the lift gate service is to the driveway. (like, off of the road). Perhaps you were expecting too much and too crazy when you called and they stopped answering?

Anonymous
map-marker Yakima, Washington

Alpine Home Air Furnace Review from Yakima, Washington

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I recived a new furnace from alpine. The box appeared to be fine.

Upon opening the box i unwrapped a kicked in pannel. Alpine blames it on there delivery service and wants me to buy another part at my cost wasteing my time trying to file a claim on there delivery service they choose to use. Scam, do not buy there products. They are dishonest and do not care about the consumers.

The delivery showed up before 8 am without even a waning calling.

Upon traking this item the information was also incorrect. Go figure.

View full review
Reason of review:
Damaged or defective
1 comment
Guest

Hi, I'm sorry that you received a product with damage and I would like to get the issue resolved for you. I would like to review your order and see who signed off on this product when it was shipped as we do a quality control inspection prior to every unit leaving our warehouse.

I would also like to review the photos. Typically our customer service would only require you to file a claim with the carrier if it was damage that should have been noted at delivery, meaning the product had significant outer packaging damage that could only have been caused by the freight carrier. The freight carriers won't take liability for damage that isn't noted at delivery unless you as the customer file the claim and make a case that it wasn't damaged after you took delivery of it. They will automatically deny a claim from our company.

When picking and assembling our orders, any unit with damage are pulled from our shipping line and run through our scratch-n-dent program. We never intentionally ship anything with damage to a customer, ever. There is zero incentive for anyone at our warehouse to do that. Our warehouse takes pride in managing orders for accuracy and quality control.

We have pickers, assemblers, a double-checker and a quality control person who inspects every equipment order before it is released.

For resolution, you can email me at karen@***.com with your order number and name.

Best regards,

Karen Tovey

VP

Alpine Home Air Products

Anonymous
map-marker Monmouth Junction, New Jersey

Damaged Goods

Recently purchased a new furnance and evaporator coil to replace my old units. Upon delivery there was damage found to the furnance. Alpine has been of no help in resolving this issue. They want you the consumer to resolve this issue with their vendor, the freight carrier. Alpines customer service is horrible. You are on hold for 45+ minutes minmum and they are of no help. Donot use this company. They provide no customer service and quite frankly do not care about their customers after a sale. They are leaving me no alternative other than taking them to court to resolve this matter.
View full review
Reason of review:
Poor customer service
Anonymous

Alpine completely refused to stand behind their product under warranty.

I bought a furnace from Alpine on or about 11/15/13. The blower motor failed on or about 1/24/15. We were without heat. This was an emergency. We rented a propane heater. On 1/27/15 a replacement motor was promised in a couple of days. On 2/3/15 a replacement motor was promised on 2/9/15. On 2/10/15 a replacement motor was promised on 2/13/15. On 2/14/15 I demanded to speak to their source for the replacement motor. Upon talking to their source I found out that Alpine had not ever requested my replacement motor. My propane rental and gas now exceeded $700.00. The company that Alpine buys from replaced my blower motor in 22 hours. Alpine was totally derelict in their duty to fulfill their obligations to me. I have filed a complaint with the BBB. I plan to sue to recover funds spend and my cost to of time. If anyone wishes to join me in this suite please contact me at 317-258-**** and we will make this a suit that includes "all others similarly disposed". Thanks for reading this. Bill
View full review
Loss:
$2500
Cons:
  • Their lies
Reason of review:
Warranty issue

Preferred solution: Full refund

Kayron Mra

Costumer service sucks

I called the toll free number listed above on their website and was put on a waiting list. Once my turn was next I could hear someone pick up the phone and set it down, I continued to say hello nobody answered but I could hear typing. I hung up and called again to wait on the phone for another 20 minutes for somebody to answer the phone but nobody did and I eventually ended up waiting a total of an hour just to accomplish the simple and minor task of checking a shipping order and getting a tracking number. So in the end I ended up eventually getting what I needed and they ended up with a pissed off, unsatisfied customer. I recommend the prices but i'd rather pay the premium just so I wouldn't have to deal with the shenanigans.
View full review
Loss:
$610
Reason of review:
Poor customer service

Preferred solution: Full refund