"I was originally going to purchase a Mr. Cool DIY just so I could install it myself, but they had a great deal on a 2 ton model that would require a pro to install, and the fact that they connected me with a local shop who could handle the necessary parts was invaluable."
"Fast reliable service. Will use them again"
"User manuals do not go with the product that was sold. Representatives don't even know their own products that they're trying to give you support on. One person in shipping was excellent and very helpful. The other person in a shipping was argumentative and conveyed that the customer doesn't know what they're talkin about. Two out of three order placement personnel or great. One out of two 10 support personnel we're okay. One technical support person was unknowledgeable about the product I had purchased and would not answer his emails within one hour. Maybe it's okay for me to stand around for an hour waiting for him to respond, I guess that's what I'm supposed to do. Interesting that I bought one of these units from you guys about 4 years ago, my customer experience was totally satisfactory. Not so much this time."
"Nice easy to use Website, no problems placing online order, good communication, quick delivery with a courteous shipping company. A+"
"Easy ordering slot of expert advice"
"Received everything quickly and they matched price from another company. I’ll definitely buy from them again on my next project. "
"There not much to tell. The furnace was here fast I think I ordered it on Sunday and it was here in like 3 days. And Alpine seams to have reasonable prices. And I got a Goodman furnace because the one I took out was over 33 years old. It was still working but the people I had put it in well it think the furnace was too big it kept over heating last year that's why I changed it out. I went from 100,000 BTU down to an 80,000 BTU I thank it had been over heating since day 1 and I didn't realize it till it quit working."
"I received just what I needed!"
"Ordered a honeywell digital thermostat it arrived a few day's later .
Have not installed it yet , But i think it will work fine. "
"great, fast easy, shipped same day, no problem ,"
"All perfect thanks great support"
"No issues with ordering or delivery. "
"Quiet outside, excellent workmanship, high efficiency, that is the future of A/C."
"I ordered your kit, and needed a 35' cable not 25. After I purchased, I sent a note that I needed to swap that piece out. Jack was so great at tracking me down and making the switch. He even pulled the 25' order off the truck to make sure that my order was right. He is a gem! I really appreciated his customer service. He also sent me all the manuals and the DIY link to watch how to install. I am super confident that this will go smoothly. And if I hit a snag, I will give Jack a call. I am sure that he will point me in the right direction. "
"Called warranty on my A/C unit. Gave them all the required information. They informed me that they will have to order the part and have it shipped to their warehouse, then shipped it to me. I will have to pay the shipping cost. I ask if they could ship it overnight direct to me. I was told no that it had to go to their warehouse first, and that I should get it by Friday September 9, 2019 That's five days and I'm in Florida with temperatures in the upper 90s. They are really nice on selling you the goods. But warranty ****. (Best to buy local, because they help me on the warranty and A/C running in one day)"
“Hi Mckinley,
Thank you for your purchase from Alpine Home Air Products and for your review - we appreciate your feedback. I am sorry to hear that you had issues with the warranty process. I have reviewed the calls and would be happy to clear up any confusion. Our standard warranty process would be to order the part from manufacturer and then upon arrival to our warehouse we would then ship it to your location. Assuming, the manufacturer has the item in stock, this will generally arrive to our warehouse and be shipped to you within 24 hours. We do have an option to drop ship directly from certain manufacturers to your location for only the cost of the shipping. Overnight shipping would be an option if the expedited service from the carrier is available in your area. The cost of shipping would be higher for expedited service. We understand these issues are time sensitive, especially given the current temperatures in your location and we do everything we can to ensure a speedy resolution. Upon review of the calls, it appears that our representative was unable to review all the options in detail which led to this misunderstanding. Please let us know if you require any further assistance or have any questions. Our customer solutions team is available M-F 8am-5pm and Saturday 9am-2pm CST at 800-865-5931 and will be happy to assist.
Thank you,
Dan
Customer Experience
Alpine Home Air Experience
”
A rep from Alpine Home Air Products, alpinehomeair, has responded:
“Hi John,
Thank you for your recent purchase from Alpine Home Air Products and for your review - we appreciate your feedback. I am sorry to hear that you had issues with the customer support teams from both the carrier and Alpine Home Air Products. It is always our goal to provide excellent service to every one of our customers. We are reviewing the calls with our team and will address all issues to make sure we are reaching the level of excellent service that our customers have come to expect from Alpine Home Air Products. I apologize for the incorrect manuals sent with the product. I have alerted our product team and we are reviewing the manuals and making sure that the correct manuals are matched up with the correct equipment. Regarding the wait time for a response from our technical support team. We strive to respond to every customer in a timely manner, however, due to increased volume that wait time was longer than expected. Our technical support team can also be reached by phone and will always be happy to assist in every way they can. I am glad your first order with us was satisfactory and I can assure you moving forward you can expect the same level of excellence as you experienced with your first order. If you have any questions or require any additional assistance, please let us know. Our customer solutions team can be reached M-F 8am-5pm and Saturday 9am-2pm CST at 800-865-5931.
Thank you,
Dan
Customer Experience
Alpine Home Air Products”