Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a unit for $1120. After receiving the unit and checking I realize I would not be able to install it where it needed to be. I live in an association and was told where it could be installed. I had no choice but to send it back. I called the company (Alpine) and was told it would cost me $430. and would have to be on a pallet, which the delivery company took with them, when they delivered the unit. I'm 80 years old and had to fined a pallet and place and strap the unit on the pallet. Not happy with the return policy, especially with a product I couldnt use.  

  Business response

  02/03/2025

  Thank you for reaching out. We understand your frustration with the return process and sincerely apologize for the difficulty it caused, especially given the circumstances. We appreciate you bringing this to our attention.

  We understand that after purchasing your unit, you discovered installation restrictions that made it unusable. We recognize how disappointing that must have been.

  Our return policy requires customers to cover return shipping costs. While we explored options to help reduce the burdenincluding sharing the cost for an exchange or a direct-to-warehouse returnwe regret that none of these options were ideal for your situation. We also understand that packaging and securing a pallet presented additional challenges, and were truly sorry for the hardship this caused.

  We value your feedback and will continue looking for ways to improve our processes. If theres anything else we can do to assist you, please dont hesitate to reach out.
  

  Sincerely,

  Alpine Home Air Products

  Customer response

  02/04/2025

   
  Complaint: 22856763
  
  I am rejecting this response because:

  They are not willing to share the return cost. Im 80 years old and didnt read the fine print. I talked to different people at alpine, and was never informed of the ridiculous return policy. No happy. They should work with me, under these circumstances.
  
  Sincerely,
  
  *** ********

  Business response

  02/06/2025

  We truly regret that this experience has been frustrating for you, and we understand the challenges you faced in returning the unit. We never want a customer to feel unheard, and we appreciate the opportunity to address your concerns.

  Our return policy requires customers to cover the shipping costs. We sincerely apologize if this was not clear at the time of your purchase. We did offer to share the return shipping costs if you wished to exchange the unit for a different system better suited to your needs. That offer remains available should you choose to move forward with a new purchase.
  

  We recognize that this has been a difficult process, and we truly appreciate your feedback. If theres anything else we can do to assist, please dont hesitate to reach out.
  

  Sincerely,
  Alpine Home Air Products

  Customer response

  02/06/2025

   
  Complaint: 22856763
  
  I am rejecting this response because:

  Not acceptable 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recommended them for years as a secondary option for customers. Had an issue with one for a while I was finally able to pinpoint the issue. When I called in all they could offer was a 5% discount on a new unit. Will not be doing business with them anymore or recommending them to anybody.

  Business response

  01/20/2025

  Thank you for bringing your concerns to our attention. We greatly value your feedback and the opportunity to address this matter. Your role as a technician supporting our mutual customer is deeply appreciated, and we are committed to maintaining a positive relationship with both of you.

  Acknowledgment of Concerns
  We understand the frustration caused by the ongoing issues with the mini-split unit purchased in June of 2020. Long-term challenges like these can understandably create disappointment, and we regret the impact they have had on the end users experience and your confidence in our products and post-purchase support.

  Efforts to Resolve the Situation
  While the manufacturer warranty includes specific limitations on shipping, labor, and refrigerant, we remain committed to supporting our customers and partners in situations like these. On January 17, 2025, after a thorough review of the case history, we spoke directly with the end user (our mutual customer) and provided a deeper discount on a replacement system as a gesture of goodwill.

  Commitment to Ongoing Support
  Our goal is always to provide fair and reasonable resolutions that balance the needs of all parties. We would be happy to continue working with you and your customer if further assistance is required, and we encourage you to contact us directly with any remaining concerns.

  Thank you again for taking the time to share this feedback. Your input is invaluable to us, and we remain dedicated to earning back your trust and confidence.
  

  Sincerely,

  Alpine Home Air Products

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a system in 2021. Had it installed and it's been running great. September 2024 my AC compressor goes bad. Due to it being under warranty i called around September 29th and they advised me it will be $175 for shipping and unfortunately the parts are not in stocks and will be available November 1st. I'm living in ******* so I went without AC for an entire month. I even sent my wife and 3 children to live with someone else because of medical conditions and the heat. I call back November 1st- they tell me now it's a new date of Dec 11th. What the? How long do I have to to go without AC? Nearly 3 months because I bought the system from them- I have to get all replacements by them. I surely don't have nearly $1200 for a brand new system? They are willing to give me 5% discount on a brand new system. JUST KNOW IF YOU BUY FROM THEM. YOU ARE AT THE COMPANY'S MERCY IF YOU EVER NEED A REPLACEMENT PART AND THEY DONT HAVE IT IN STOCK.... GOD HELP YOU. Now I am stuck again nearly 3 months without AC and they are not willing to do anything except for wanting me to buy a new system. Ridiculous. 

  Business response

  11/05/2024

  Thank you for reaching out. We understand the inconvenience this delay has caused, especially given your familys needs, and we are working hard to resolve this as quickly as possible.
  
  We have been in contact with the manufacturer, and your warranty order has been prioritized for expedited shipment. We anticipate the arrival of your warranty parts and compressor next week, and we willl send it to you immediately upon receipt. To help offset the impact of these delays, we will be waiving the $175 freight shipping fee as a one-time courtesy.
  
  We previously attempted to reach you by phone, but were unable to leave a voicemail. To ensure smoother communication going forward, we've updated your account with your email address and will keep you updated via email. Tracking information will be provided as soon as its available.

  We appreciate your patience and will stay in contact until this is resolved. If theres anything more we can do, please do not hesitate to reach out.

  Sincerely,

  Alpine Home Air Products

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Units advertised as energy efficient, my bill is between $700 - $800 in Winter months. I have had issue after issue with them since I bought them and wish that I could just send them back. Do not waste your money on this product, go with a more well known brand with a better warranty. 3 years after spending over 5 thousand dollars and theyre not working (heating or air conditioning). Their recommendation is to pay my contractor to come out again and troubleshoot. Really, you want me to spend more money on your cheap garbage product, no thanks, Ill pass.

  Business response

  11/04/2024

  We understand your frustration with the ongoing issues you're experiencing with your HVAC system, and we appreciate you bringing this to our attention. Our records indicate that after your initial purchase in June 2022, you reached out to us in late 2023 with concerns about one of the indoor units. In December 2023, we extended a one-time replacement of the indoor unit to help address these issues, even though a complete diagnostic process had not been conducted. At that time, we explained that if further issues persisted, we would need to follow the standard warranty troubleshooting process to ensure the best possible resolution.

  Since December 2023, we have not received further information or updates from you or a licensed technician confirming any outstanding issues. Our goal remains to provide you with a fully functional system, and were ready to assist in working with a technician to identify any next steps under your warranty coverage. You are welcome to engage a licensed HVAC technician of your choice to conduct the diagnosis, and our team is available 7 days a week to partner with them in troubleshooting.

  While a full refund is not feasible under the current circumstances, we are committed to guiding you through the warrantys diagnostic process to resolve any remaining concerns with your system.  Please have your technican contact us at his/her earliest convenience.  

  We appreciate your understanding and cooperation as we work together toward a resolution.

  Kind Regards,

  Alpine Home Air Products

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 units...they only worked sporadically...had two different contractors work on it and both only worked sporadically...had multiple conversations over the phone with the company.. the last time the person at the company said "So what have you been doing all this time then?" Very rudely...I called in another HVAC guy and it is a complete loss...a total loss.. this HVAC company has never heard of Blue Ridge and it is a total loss.

  Business response

  08/22/2024

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

  We sincerely apologize for any inconvenience you have experienced with your HVAC units, and we are committed to resolving this matter as quickly as possible.

  Since your first report in December 2023, we have worked diligently with your technician to diagnose and resolve the issues with your units each time we have been contacted. Unfortunately, despite our repeated efforts to connect with your technician, we have never received the necessary follow-up to fully identify or resolve the problem.

  After speaking to you again this week, we understand that your technician may have been onsite earlier this week, but he failed to contact us as we had requested, and it is unclear what, if anything, was accomplished. We appreciate your update that he might return tomorrow, and we remain ready to assist as soon as we have more information from him.

  Our primary focus is to get your system fully operational under warranty, and we are actively trying to collaborate with your technician to achieve this. Once we have a clearer understanding of the situation, we will be better positioned to address any further concerns you may have.

  We will keep you informed of any developments and we remain available to assist you directly. Please dont hesitate to contact us if you have any further questions or need immediate support.

  Thank you for your patience as we work to resolve this matter.

  Sincerely,

  Alpine Home Air Products

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/05/2024

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

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

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

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

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

  
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Business response

  04/15/2024

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

  Customer response

  04/15/2024

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  01/11/2024

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

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

  
  Sincerely,

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

  Customer response

  01/12/2024

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  01/05/2024

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

  Customer response

  01/30/2024

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

  
  

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

  Business response

  02/06/2024

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  01/04/2024

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

*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. ↩