Complaints

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mini split unit November of 2021 for approx $4000. The sales rep asked me for a specific measurement which I provided. The measurement was to determine how long the line set needs to be. He even said that the line set should be more than enough. Once I received the minisplit. I mad several calls to find someone to install it. But all businesses said they do not install split units that werent purchased through their company. I called back Alpine and they sent me a list of contractors, but again, they had the same response or werent in service. Now, months later, someone has agreed to install the unit, but said the line given to me was to short, I called Alpine to return the short line that was given based off of the sales rep and they said they can not take the line set back. It was about $200. All that I asked was that they refund me for the product. The sales rep asked for the height of the wall and the distance to the wall from where the unit would be. I provided those measurements but the line was too short probably because of a calculation error made on the sales rep part.

  Business response

  10/27/2022

  This purchase was made 11/30/21, order AQR95555. We did not authorize a return since is was 325 days old. Our return policy, which customer has agreed to, allows returns for up to 30 days after the purchase.  Listened to recorded communications from the sales call and there were no specific assurances that the line set length would be more than enough.  Our Sales Consultants are highly trained in assisting customers and providing information on products we offer, but cannot guarantee every item will work perfectly for each customers unique needs.  Customer agreed at the time of the purchase, that they assume responsibility for selecting appropriate products before the order is placed. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been going back and forth to get a refund for the units I purchased from this company, the products do not work and they are telling me that because the units have been installed , they wont refund me PLEASE HELP ME HERE . I have attached an invoice for my purchase.

  Business response

  10/27/2022

  We have discussed this issue internally, and decided to offer customer an option to return the ********************** for full refund, as a one time exception.  We reached out to ******************* on 10/21/2022 with return instructions.

  Customer response

  10/27/2022

   
  Complaint: 18035920
  
  I am rejecting this response because: It has cost me $700 dollars to have an HVAC professional to install these products. I have no intention of paying for someone to disassemble these products and then do the patch repair to my walls. I am expecting a full refund from this company, they have caused a high level of heartache and financial distress, there is absolutely no way I am paying any more money to resolve this issue. A monetary refund is the only acceptable solution to this matter, either way, I lose in the deal. I can use the amount of the refund to make repairs and cover up the wall blemishes. The response from Alpine Is unacceptable and poor business etiquette. 
  
  Sincerely,
  
  *******************************

  Business response

  11/04/2022

  This customer would like to keep all equipment (valued at more than $1300), receive a credit for half the cost of all products purchased (estimated at $700), and also be reimbursed for the installation of both units (estimated at $1450).  
  This customer purchased two mini-splits in July.  Since that time, we have assisted this customer with troubleshooting on one of the systems and sent a brand new outdoor condensing unit and Alpine paid the shipping costs which are not typically covered under warranty.  The customer reported that the brand new condenser had the exact same issue.  We feel strongly this is an issue with the installation of the product, but we were happy to work with the customer to get this resolved.  Unfortunately, the customer has refused to conduct any further troubleshooting and stated he would just escalate to BBB.  It is important to note that the customer purchased a second mini-split that he has not even attempted to turn on yet though it has been installed.  Alpine Home Air Products sells HVAC products, but not installation services of any type.  ******************* has agreed to our Terms and Conditions during the purchase, where he takes on full responsibility for installation of the products purchased.
  
  
  We feel that our offer to provide this customer with a full refund after the return of our equipment (return shipping to be paid by Alpine) outside of 30 day return window is a reasonable settlement offer

  Customer response

  11/04/2022

   
  Complaint: 18035920
  
  I am rejecting this response because: Everything in this business response is false, ****** asked me what they could do to satisfy me regarding the mini split units that do not work. I responded by stating that no matter what I lose in the situation because I have paid a licensed installation company $700  to install BOTH units , and would now have to pay a contractor $700 to do the repairs to patch up my walls where the units are currently mounted. She again asked me what would satisfy me in resolving the issue and I stated I would be okay with just half of what I have spent on these products, which would be around $700, she then stated that she would ask someone what they thought of that and she would get back to me.
  

  In short..I am okay with a $700 refund to pay for just 1 of the units ..so far I have $1400  invested in equipment that does not work, $700 for installation, and No air conditioners. This equals $2100. If I pay someone to patch my walls it would cost another $700, installation and patch work totals $1400. Either way this company has cost me a bare minimum of $1400. 

  
  a $700 dollar refund is more than a fair resolution, Its sad that a company of this stature is getting away with such poor customer service, they have basically said its not our fault since I reported these to be faulty, now they are saying they were installed the wrong way, initially they stated that once the products were removed from the shipping boxes that a refund was not possible. In my opinion I have been shunned. I have provided pictures of both units that ARE installed and mounted to my walls. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -Bought the mini split ac/heater system in July 2021. -Paid $1596.81 for Blueridge BM24Y17C outdoor **************** BM24Y17WM indoor handler plus parts.-Paid licensed contractor $2000 for installation on August 20, 2021. (I have text messages and receipt)-The system failed, stopped cooling in less than 1 year. -Called licensed technician to come inspect. -Determined system has refrigerant leak. I paid over $400 to fill the refrigerant. (I have receipt)-The technician also noticed the unit was leaking oil from the unit itself. (I have pictures and videos)-Reported the unit failure to Alpine Home Air. They blamed placement of the unit BEFORE ANY INSPECTION. -The fact that Alpine used a random excuse to try to avoid warranty BEFORE inspection was done proves they acted in poor business ethic. -It is impossible to declare that the unit failed without inspection. -I have email threads that show bad business ethics, poor integrity, attempt to avoid warranty regardless of reason for failure.

  Business response

  09/06/2022

  We have looked into the complaint and took steps to correct the problem to customers satisfaction.  Original review by our tech support team, indicated that placement of the unit as shown in photos sent in by the customer, did not follow manufacturers minimum clearances, as indicated with installation and owners manuals, which typically voids products warranty. As a one time exception, we made a decision to send this customer a brand new,outdoor unit, and based on our last interraction he seemed satisfied with this solution. His replacement unit shipped on 09/01/2022.  We have asked the customer to adjust placement of the unit, to account for appropriate clearance from the wall, in order to avoid any future warranty issues.  Please let me know if any other steps need to be taken to ansure this is taken care of.

   

  Thank you

  Customer response

  09/07/2022

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

  I went to BBB too soon. The company truly is great and they worked with me and honored the warranty even despite the installation issues. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Blueridge HVAC split system from Alpine Home Air on 2/27/2022, Oder#ASY27527. The system is advertised as DIY with the exception of final inspection and and testing. They say they have a list of companies that will come and perform this last part. After contacting companies advertised on their website to no avail, We requested the specific list for our area and received it on April 29, 2022. But, when we started calling the companies on that list, they either said that they dont or wont do what needs to be done. Also, some of the Companies on the list arent even in business anymore. We called Alpine back to let them know about this and the solution that the technician offered was for us to try and find someone on ******** marketplace or something like that who would just come out and do it under the table. Even though they recommend that this part of the installation be performed by a licensed and certified HVAC Technician. The technician also informed us that the list they provide is just a list of companies in our area that they buy. This is false advertising. The system cant be brought into service without being checked for leaks, the lines vacuumed, and checked to ensure the Freon is at the proper level. If you cant get a certified technician to perform this process after the unit has been installed then this is NOT a DIY system.

  Business response

  05/24/2022

  Our contractor assistance program is a system designed to send out work order requests to contractors near the customer's location.  The customer is ultimately responsible for obtaining installation services.  The system purchased is not advertised as DIY.  The customer may return this system and we will cover the return shipping fees if a contractor cannot be hired.   

  Customer response

  05/24/2022

   
  Complaint: 17133809
  
  I am rejecting this response because: I have attached images showing that it IS advertised as a DIY system. We understand that it says up to 90% and then you will need a professional to complete the installation. That is also a problem. Alpines list of contractors is mostly composed of companies that dont/wont do split systems. They compiled the list without checking to see if the companies will even provide the services that are required to finish the installation.
  
  Sincerely,
  
  *******************************

  Business response

  05/26/2022

  We offer to help you get bids on installation.  These are licensed HVAC contractors most of whom install both ducted split systems and ductless split systems.  If you are unable to find an installer you may return the products free of charge. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a Blueridge mini split product from this company in the spring of 2021. The mini split worked for 6 months and then stopped working. The product is still under warranty. The company is not helpful at finding and providing contractors to fix the mini split. The company has sent multiple lists of contractors that do not work on this particular brand. I have spent countless hours contacting contractors in my area. And have been suffering from cold all through the winter. I have called the Alpine air 4 times with no resolution to this case. So basically, I paid money for something that only worked for 6 months and is still under warranty. But i cannot use the product and Alpine Air is not doing doing anything to fix it. If Alpine air is unable to provide a reputable contract to fix their product that is still under warranty, I think Im entitled to a full refund. Please help

  Business response

  04/26/2022

  A contractor was sent to diagnose the unit and make repairs.  He diagnosed a faulty control board on April 6th.  This control board was sent to the customer on April 7th.  We will follow up with them to ensure their system is up and running.

*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. ↩