Complaints

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Initial Transaction: May 31, 2022 Order Number: AUS70610 Most recent Transaction: October 18th, 2023 Order Number: BBH06674 Amount spent on Initial Transaction: $8,267.76 Amount spent on recent Transaction: $1,744.00 I purchased a complete DIY mini split system as my primary source of heating and cooling for my home. This is a DIY project, therefore I was working away on this project for over a year. The system was finally installed at the end of July of 2023. During that time, my two condensers sat on the pallets they arrived on in my kitchen with the cardboard box still covering units until I was ready to install them on the side of my house. My system was operational for approximately two months before I noticed my larger condenser that was feeding 3 air handlers on the inside of the house were just blowing cold air while in heat mode. I went to inspect the condenser and found a very large amount of oil pooled at the bottom of the condenser. It was dripping out of the condensation drain hole on the bottom of the unit. The oil was coming from the inside of the condenser and had nothing to do with anything I installed. I reached out to Alpine home, and they refused to do anything until I could tell them what part of the condenser was failing. They requested pictures, which I was happy to provided. However those photos I provided didn't trigger any action on their end. They refused to do anything until I could identify the problem exactly, which required me to hire a licensed tech. to coming out and try and see what they could find. Based on the general location of the problem, it was going to cost a very large amount just in labor to pin point the problem if the tech. even could.Alpine home gave me two options. First being, pin point the problem and they would send a replacement part which I would of had to cover shipping for or two, they offered me a a new condenser for half the price of the one I purchased a year prior($1600 + tax). Based on the technicians observation, it was going to very difficult to pin point the problem. I've been hit with so much resistance on the back in of things with this transaction its ridiculous. Alpine home refused to take responsibly on their equipment. This is a 100% a manufacturer defect that the customer should not be on the hook for. I shouldn't have to pay for a replacement condenser. Alpine home should be on the hook for replacing a condenser that has been only in operation for 2 months.

  Business response

  10/19/2023

  Dear ******************,
  
  We appreciate your feedback and understand your concerns regarding the recent issue with your HVAC system. We recognize that this situation has been challenging and has required an unexpected expenditure on your part.  We sincerely regret any inconvenience this may have caused you.
  
  While we acknowledged that there did appear to be an internal failure with the condenser, due to the fact this order was placed more than one year ago, we were somewhat limited in the options we could provide. As you noted, you were presented with two choices: 1) locate the leak and address the issue under warranty, or 2) purchase a new condensing unit at a deeply discounted price. You elected to replace the unit at a reduced cost after taking into consideration the labor and refrigerant costs associated with the repair.
  
  We understand your decision to move forward with the replacement unit and we are pleased we were able to provide a cost-effective solution to ensure the functionality of your HVAC system. 
  
  If you have any further questions or concerns, please do not hesitate to reach out to us.

  Sincerely,

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

  Customer response

  10/19/2023

   
  Complaint: 20749324
  
  I am rejecting this response because based on your reply, I purchased over a year ago, there is nothing you can do. I have not seen any language in the warranty that places a time limitation on when a unit could be deemed to have a manufacture defect other than the 5 year and 7 year warranty on parts and compressor. This unit failed due to the assembly of the unit at the factory level. Based on this,  apparently Alpine home could ship out faulty condensers to every customer with zero repercussions on their end. This is a terrible way to treat a customer who just spent thousands of dollars on your company.
  
  Sincerely,
  
  *****************************

  Business response

  10/20/2023

  Dear ******************,
  
  We sincerely empathize with your situation and understand that you may not be completely satisfied with the options we presented, but we have tried to make the best of an unfortunate set of circumstances. 
  
  As you highlighted, the warranty coverage on your system is for parts and the compressor. Per the manufacturer's warranty, we would typically look at locating the leak and addressing the issue by providing you with the warranty parts needed to get your system back up and running.  Taking into consideration that labor and refrigerant are not covered by the warranty and, in an effort to provide you with more choices and a cost-effective solution, we offered you a second option. You elected to replace the unit at a deeply discounted price. We want to emphasize that offering this deeply discounted replacement unit was above and beyond the standard warranty coverage, and we did so in hopes of easing the financial burden placed on you, our valued customer.
  
  Your business is important to us. If you have any further questions or concerns, please don't hesitate to reach out to us. We remain dedicated to assisting you in any way we can.
  
  Sincerely,
  
  ***************************
  Customer Experience Manager
  Alpine Home Air Products

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase a top of the line ******* Furnace {I been on the **** field for 40 years) the unit when unpacked the furnace door and frame was damaged I sent pictures to Alpine to show they refunded me $150 then once the unit was installed I see the control box was unbolted the wiring around squirrel cage was all disconnected and the squire cage assembly was held on with only one bolt and grommet 3 were missing . It looks as if someone was attempting to replace the *** Motor but didnt complete the job. The unit was not wired to the control board and the interface . I didnt purchase a scratch and sent unit or a rebuilt I want a new unit for the price I paid . I have videos that I sent Alpine all I got was a message stating they are looking into it . I have videos and photos . They sell seconds not new manufacturing unit. I called the manufacturer and they directed me back to the Vender

  Business response

  10/18/2023

  Dear ************,

  We are aware of your concerns regarding the furnace you recently received and installed. I want to assure you that we take this matter very seriously, and we are committed to finding a solution that leaves you completely satisfied.
  

  First, I would like to address your concern that the unit may have been previously sold and returned. Our records clearly show that this is the first and only time we have sold this particular serial number. We do have scratch and dent ********************** available on our website, which are advertised as such, but that is not what you have purchased according to our records.  We understand that discrepancies in the product's condition upon arrival can sometimes be attributed to handling during shipping. Nevertheless, we regret any inconvenience this may have caused you and we understand the credit previously issued for cosmetic damage may not fully address the situation.

  We understand that you previously reached out to the manufacturer for assistance. However, since you purchased this furnace from Alpine Home Air Products, you were correctly directed back to us for support, in accordance with the manufacturer's warranty policies.
  

  As the furnace has been installed, a complete refund is not feasible. However, we want you to know that we are fully committed to resolving this matter in a way that leaves you completely content. To address the specific condition of the unit upon arrival and the extent of repairs needed, we would like to connect you with our HVAC Technical Support Manager. Our HVAC Technical Support Manager will reach out to you via phone shortly. If we are unable to reach you, we will send a follow-up email with his contact information so that you may reach out at your convenience.  We look forward to discussing the technical aspects and reaching a resolution that takes into account both the unit's condition and your expertise.

  We appreciate your business, and we are dedicated to resolving this matter to your complete satisfaction.

  Sincerely,
  

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

  
  

  Customer response

  10/30/2023

  Complaint: 20702773
  
  I am rejecting this response because: Hello I never closed this complaint. It is still unresolved. I have made a complaint with the ************************ about this company also. They sold me a unit that was in the state of being rebuilt. Missing parts and not usable in the state I purchased it. I should be given a new unit or a refund.
  
  Sincerely,
  
  ********************;          

  Business response

  11/02/2023

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

  
  Alpine Home Air Products shares your concern about the condition of the unit you received.  We apologize, but we were not aware of the full extent of the issues until we viewed additional photos submitted along with your complaint filed with the BBB.  We have no record the serial number for your unit has ever been sold prior to your purchase, so we have been in contact with the manufacturer to better understand what may have happened so that we can prevent something similar from taking place in the future.
  
  After our HVAC Technical Support Manager spoke to you on the phone on 10/18/2023, we attempted to follow-up with you via email to see what more we could do to fully resolve this matter.  You responded via email on 10/23/2023 and indicated that you have contacted the *************************.  While your decision to file a complaint with the  ************************* is within your rights, our primary goal remains to address your concerns and provide a fair resolution. 
  
  As our HVAC Technical Support Manager shared with you over the phone, we have been in business for more than 20 years and there is nothing we value more than our customers' satisfaction. I hope you are able to see from customer reviews across multiple platforms (BBB, ******* ResellerRatings, etc.) that we have a long history of exceeding customer expectations with quality ********************** and exceptional customer service.  We feel like we can say, with confidence, that what you experienced is not typical for customers of Alpine Home Air Products.

  While we are relieved that with your years of experience in the field you were able to make the repairs necessary to get your system up and running, we agree that is not something you should have to do on a brand new unit. The unit has been installed and is fully operational, so a full refund is not possible, but we remain open and willing to compensate you for your time.  
  
  We will continue our efforts to make things right with you and we are actively working to ensure such issues are minimized moving forward.  ******************** Manager, *******************************, will be reaching out to you via phone shortly in hopes of fully resolving this matter.  Should she be unable to reach you, she will also send a follow-up email with her contact information so that you may contact her at your convenience.  We appreciate your business and your feedback.
  
  
  Sincerely,

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

  Customer response

  11/02/2023

   
  Complaint: 20702773
  
  I am rejecting this response because:
  They are trying to portray this was damaged in shipping which is not the case the internal parts in this unit was unbolted and missing parts . No shipping company can cause such condition . I spoke with the service manager and explained I have 40 experience in this field . I been dealing with ******* when they were originally Janitrol in the 80s so please dont try to insult my intelligence. They see the video and if the service manager ever worked in the field he would know that the *** motor was in the process of being installed and the person who did it left out 3 out of the 4 bolts and grommets and the squirrel cage was missing the set s**** . Resolution of this is to refund me the difference between a scratch and dent unit as opposed to a new unit which you advertise and I paid for . Otherwise send me a new unit not a returned or repaired one. This is the only resolution I will accept because this is fraud. How many unsuspecting homeowner get stuck in ith junk like this . If you are a reputable company stand by the quality of the merchandise you sell. 
  Sincerely,
  
  *******************

  Business response

  11/08/2023

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

  
  We recognize the urgency of the heating season, and we genuinely want to address your concerns promptly. In light of your most recent correspondence, we would like to offer the following resolution:
  
  Option 1: Full Refund
  
  You have the option to purchase a new furnace locally, and upon successful return of the unit you received, we will issue a full refund. We understand that you need a reliable heating solution in a timely manner, and we want to ensure this process is as smooth as possible for you.  Please let us know when you have completed your purchase locally, and we will guide you through the return process to facilitate a full refund.  Please rest assured that all return shipping costs will be at Alpine's expense and we will provide you with a return shipping label when you contact us for further instruction.  
  
  If you have any further questions or need assistance with the return process, please do not hesitate to contact us directly. We are here to assist you every step of the way.
  
  
  Sincerely,
  
  ***************************
  Customer Experience Manager
  Alpine Home Air Products

  Customer response

  11/11/2023

   
  Complaint: 20702773
  
  I am rejecting this response because: I need specifics on how this return shipping is going to transpire . Is the shipper coming to pick the unit up at my home or do I have to bring it someplace. What are the specifics of this transaction. Also I want to know before all this extra leg work on my part what is your scratch and dent price ? Once I have the specifics i can move to a decision on this 
  
  Sincerely,
  
  *******************

  Business response

  11/15/2023

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

  In order to receive a full refund, you would need to return the equipment.  ******************** Team would provide you with a return shipping label, along with instructions for contacting the carrier to schedule the pick-up from your location.  You would be responsible for securing the equipment to a wood pallet and attaching the return label, the carrier would take it from there.  After the equipment has been received at our warehouse, a full refund would be issued back to your Affirm account.
  

  If you prefer a partial refund, we have offered a credit in the amount of $1,413.17 which is 1/2 the retail value of the furnace you purchased.

  Please let us know which of these options you would like to pursue, and we will proceed accordingly.

  Sincerely,

  ***************************
  Customer Experience Manager
  Alpine Home Air Products

  Customer response

  11/17/2023

   
  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. I accept the return offer . I purchased a new unit iinstalling it on Sunday . Let me know the process on the returning the unit it will be ready on Monday 
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first spoke with and Alpine Home Air product specialist. I sent him our new home layout with square footage and we worked together to build a whole home mini-split system for our new construction. We were given a quote for the whole home system and talked about the pro installation program. We were told if we select this that they send out our information and product specifications to the listed contractors and we should wait for them to contact us. We should wait for 2 or 3 to contact us and doing it this way would help ensure we got the best installation price. On July 22, 2023 we purchased the quoted system and requested the pro installation. We were sent an email with 10 different HVAC contractors. I was told, by the product specialist, that the contractors on this list, 1: have installed Alpine Home Air products before and 2: have asked to be on their list for future business. After two or three weeks of not hearing anything from anyone. I reached out to our product specialist. He sent an e-mail to someone, who then sent me a couple more contractors to try. I waited a little longer, hoping someone would reach out to me, but that didn't happen. Finally I just started to reach out to each contractor they provided me. Over half of the contractors they gave me were no longer in business. None of the others would provide me a quote to install Alpine's system. Now I am struggling to find an HVAC contractor to do the installation for us. Our builder has started the stick build of our home and I need to find someone to install this system by early November.

  Business response

  09/27/2023

  We would like to sincerely apologize for the challenges this customer has encountered while trying to find an HVAC contractor through our Pro Installation Program. We deeply regret any inconvenience and frustration this has caused during a new home construction project.
  
  Customer feedback is invaluable to us, and we appreciate this matter being brought to our attention. We understand the importance of a smooth installation process, especially with construction deadlines looming. Please allow me to address the customer concerns and clarify our Pro Installation Program:
  
  1. Contractor List: We strive to provide our customers with a list of HVAC contractors who have experience with our products and have expressed an interest in working with our customers. However, it's essential to note that our Pro Installation Program is not an endorsement or guarantee of any contractor's services.
  
  2. Contractor Responsiveness: We apologize for the delays and difficulties this customer faced when reaching out to the contractors on the list. We take this customer's experience seriously and will investigate why the listed contractors did not respond promptly or why some appear to no longer be in business. This feedback will help us improve this aspect of our program.
  
  3. Customer Experience: We understand that finding a reliable HVAC contractor is crucial for project's success, and we regret that this customer had to expend extra effort to contact contractors directly.
  
  4. Builder's Timeline: We recognize the urgency of this situation with the builder's timeline, and we're committed to doing our best to resolve this issue promptly.
  
  To address the immediate needs, we will personally reach out to HVAC contractors in the customer's area to attempt to locate a contractor that is available and interested in working on this project. If/When we locate someone, we will provide the customer with their contact information so that they can connect with them directly.  Once again, we apologize for any inconvenience this situation has caused and we are fully dedicated to assisting this customer with finding a qualified HVAC contractor for their new home's mini-split system installation.
  
  

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pay for shipping for a warranty part...Really haven't work since install.

  Business response

  07/05/2023

  This customer made a purchase on 12/11/2021.  The first report of the system not operating properly was received via phone on 06/13/2023.  Through troubleshooting conducted with a member of our HVAC Technical Support Team, it was determined that a control box would likely resolve the reported issue(s).  While the control box is covered under the warranty, shipping costs are not.  Alpine decided to waive the shipping costs to the customer for this warranty part.  Unfortunately, the control box did not resolve the customer's issue, so further troubleshooting was conducted and it was determined that the compressor would need to be replaced.  Once again, the cost of the compressor was covered by the warranty.  Since shipping fees are not covered by the manufacturer's warranty, those fees were passed along to the customer.  Please see the attached warranty policy from our website.

  Customer response

  07/05/2023

   
  Complaint: 20271377
  
  I am rejecting this response because:
  After talking to the technical he said the outdoor unit should be replace.

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

  Business response

  07/07/2023

  The complete replacement of the outdoor unit is not covered by the manufacturer's warranty.  On 07/03/2023, when this customer contacted our HVAC Technical Support Team, he was provided with two options: 1) A warranty compressor for which he would be responsible for covering the shipping fees or 2) A discounted replacement outdoor unit.  The customer decided to proceed with the warranty compressor.  We collected the shipping fee and shipped the warranty compressor on 07/05/2023.

  Customer response

  07/07/2023

   
  Complaint: 20271377
  
  I am rejecting this response because:

  The new unit was not offer at a discount price. Had no other option but to purchase the  compressor. The cost would have been the same.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When this vendor sold me an air conditioning/furnace unit, they told me that it was made by the same manufacturer as a popular brand that is sold everywhere. My heating unit broke down in winter and there are children in my home. Being from *******, I should think that this vendor would recognize the gravity of the situation. When my technician/installer tried to get a replacement part under warranty, he was stonewalled and gave up. They told me that the part was on back order and would not be available for quite some time, despite my emergency. There was no option for speedy delivery, only ground shipping. When I asked if I could be reimbursed for the cost of the part if I bought it from another supplier who had it in stock, the company refused to do that. They know that parts for a heating system in winter are essential and that this is an emergency situation. They might also have several systems with this part in them which they could remove and replace when they get the new part in. I suspect that they no longer carry this system or this part in their inventory at all because the new ductless systems are more popular and profitable. They just don't care about people.

  Business response

  03/21/2023

  This customer called to order a blower motor covered under warranty yesterday afternoon, 03/20/2023.  While we do keep many parts in our warehouses, this particular warranty part was not on-hand and does need to be ordered from the manufacturer.  Our Warranty Administrator let the customer know that the motor should be in our warehouse and available for shipment by 03/27. We have reached out to the manufacturer again today and confirmed that the part should arrive at our warehouse at the end of this week or early next week and we anticipate it will be delivered to the customer's home in ******* no later than 03/29. Should the customer choose to source the part locally, the warranty part from Alpine can serve as a back-up for any future issues, but we are unable to reimburse the customer for a part purchased from a third-party vendor. 

  Customer response

  03/24/2023

   
  Complaint: 19625166
  
  I am rejecting this response because: I was told at the time of purchase that the parts of this merchandise were directly replaceable with easily resourced parts from Lennox, a major producer of air conditioner systems. My local Lennox parts dealer knows of no such part number. When questioned about this discrepancy, the warranty department representative from Alpine told me that these parts cannot be obtained from Lennox, but rather from a distributor named Advance Air. The fact is that these are not Lennox parts and are in no way interchangeable. They are produced by a foreign manufacturer whose distribution network is poor. This was clearly false advertising. If my system breaks down again, I now must rely solely on Alpine Air for replacement parts to be shipped to me through a substandard distribution system originating all the way in *****.

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

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  03/01/2023

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

   

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

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  02/27/2023

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

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  02/01/2023

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

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

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

  
  

  Customer response

  02/04/2023

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

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

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

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

  Business response

  02/10/2023

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

  Customer response

  02/16/2023

   
  Complaint: 18942684
  
  

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

  
  

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

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

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  12/07/2022

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

   

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

   

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

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  11/07/2022

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

  Customer response

  11/09/2022

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

  Business response

  11/10/2022

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

  Customer response

  11/10/2022

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

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