"Shipped a product that was damaged and took all photos and contacted company immediatley.Have left 3 messages with customer service and now have been waiting over 10 days and no call back yet.Also no ac unit installed yet due to having a damaged unit."
"The heating equipment arrived just as I ordered it, in a timely manner. They tech people were very helpful in answering all my questions and told me how to install the equipment. And when the job was finished the equipment worked great"
"Great experience will do business again"
"From start to finished this was one of the easiest and quickest transactions I've encountered. The website was clear and easy to navigate and the product selection was broad. Once I made the purchase there was quick communication with a tracking link directly to carrier's website. Again information was provided quickly by the carrier and because I live in a very rural area, I contacted them (XPO Logistics) concerned about a large truck accessing my road. They were very accommodating and we agreed to meet at a location convenient for both of us to transfer the unit onto my truck. The truck driver contacted me (on time) and we met as agreed. I immediately noticed the unit was well secured in their truck and was nicely packaged on a pallet. I installed it myself and found the installation/operating instructions adequate and the overall construction of the unit above average. It installed easily and is performing well. It is quiet and effecient. Very pleased... and have shared this with friends and colleagues. I realize not every transaction goes this well, but the processes employed here by both parties are designed for repeatability, and that's good business...!! Great Job !"
"Great people good product and price"
"Great price and the shipment came quicker than expected. "
"If you have an issue with a product purchased with them under warranty they will ask for your blood type, a DNA test and attempt to run a forensic files case over the phone to not honor the warranty. After having issues with a water heater and being asked for all of these outlandish things. I took it upon myself to reach out to the manufacturer and ask why this was needed for a faulty device. The manufacturer had no clue what I was talking about, as that is not their warranty procedure at all. Your emails will go unanswered for days at a time. I wouldn't bother calling in as the person you are looking for will always be on lunch or give you the run around. When you do speak to someone they will say they need more information from the person that's out to lunch. It took a little under 7 weeks to get a replacement unit. I explained I needed this to be expedited since I have small children that need hot water and heat. My plee fell on death ears. "
“Hello Nidia,
Thank you for your review and feedback, I am very sorry for the frustrations which you experienced. I reviewed your order and understand that there were warranty issues, we do try to expedite warranty resolution for all customers as quickly as we can.
We request from customers all information and items needed for warranties which manufacturers require from us for processing, I do understand that some of the requested information can seem excessive however we do not request anything from our customer's that is not requested of us from the manufacturer. I am not sure why the manufacturer told you that this information was not required, when it in fact was. Thank you for sending in the requested items and information so that we could expedite processing of your warranty, I do see that credit has been issued to your account and the manufacturer has accepted warranty processing.
I am also sorry that the manufacturer was unable to get the replacement unit to you in a more timely fashion, we did express to them on multiple occasions that this was a priority. Unfortunately, manufacturers do not always have all units in stock and are unable to ship immediately. I am happy to see that you have received the replacement unit, I hope that you are happy with it's functionality and performance.
Again, my sincere apologies that you experienced these frustrations and issues. Please know that we do try to expedite warranty processing as quickly as we can for customers and do not require anything more than what the manufacturer requires from us. I hope you have a good rest of the day, please let us know if we can be of any further assistance - we are happy to help!
Best Regards,
Margaret
Customer Experience Manager
Alpine Home Air Products”
"Alpine delivered. All items received within 3 days of order. Had a few items left over and was credited within 3 days when I returned them. Super service.
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"Alpine has fantastic customer service, quick shipping, and a very easy return process as well."
"I ordered my evaporator twice. The first time it was my mistake by not checking the dimension and the second time I spoke with the customer service but got the wrong part sent. In both cases I contacted the customer service to request a return and they handle it very well and professionally. I will definitely recommend this suppliet.
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"We received the items very quickly! They were in perfect shape when they arrived and the delivery man was very friendly and helpful. The unit is in now and works wonderfully! We could not be any happier!!"
"Had equipment in 2 days, sent pdf's i needed as well. Highly recommended to do business with!"
"The delivery was fine. I didn't open the carton yet as waiting on gas service installers for end of month. "
"The price was amazing for such a well made product. It was delivered right on time and packaged very well. I have not installed it yet but I am sure we will be happy with this wood stove for many many years."
"We ordered a new A/C, furnace and coil. Jack noticed that we chose the wrong coil, contacted me within an hour and got the right one ordered. When he discovered they could not get the parts out next day, he went above and beyond to find the part we needed and got it shipped out. Very courteous and helpful. We just recently recommended Alpine to a friend who needs a new A/C."
A rep from Alpine Home Air Products, alpinehomeair, has responded:
“Hello Brian,
I am so sorry to hear about your issues reaching us! It is our busy season and we are trying to get back to everyone in a timely manner - I am sorry that seems to have not been the case for you, whether we are busy or not we do prioritize damage issues and I am sorry you have not had that experience. I reviewed your order, I see that our technician Bryan received your initial notice that there was damage to your shipment and that he left you a voicemail regarding the concealed damage process and needed photographs.
Were you able to send those photographs in? I was not able to find them in our customer service email box - were they sent from the email on your order and which email address did you send them to? Please forward your photos of damage to csm@alpinehomeair.com for our customer service manager to review, along with the best contact number for us to reach you at.
I do apologize that you have not received a response to your messages left, we are certainly happy to help. I called and left you a voicemail on Friday 6/23/17, please feel free to give me a call back during a time of your convenience. I can be reached directly at 1-800-865-5931, I am in office M-F 8:00am - 5:30pm CST.
Thank you,
Margaret
Alpine Home Air Products”