"I would love to recommend your company to anyone who needs
Great Service Good price, easy process,
I like to thank your company personnel at the customer services for their excellent support.
Thank you,"
"I purchased online. The process went smoothly. I received a call approximately a day or so later. The rep was performing a follow up call. Very professional, we discussed the furnace. I discussed my online experience and wanted to make sure I would receive a call ahead because the furnace was being delivered to a rental property I own, and I would have to meet the driver. No problem, he saw it in the system. I just happened to check my email a day or so after my conversation with the rep. The email stated, my order would not be delivered and I had to call in. I thought it was an oversight. I called anyway. I spoke with a female rep. who questioned the legitimacy of my purchase. She questioned the number I called from (it wasn't the number in the system. I was at work, like you) She questioned my purchase because the delivery address was different than my mailing address (As if I'm the first person to have a delivery to a rental property. Furthermore, if it was truly a problem, then why provide customers with a choice?). She interrogated me about my purchase. She requested I present her with the numbers on the back of my credit card so she can contact my credit card company to confirm. Words fail to explain my feeling. We went back and forth (I did not provide the number). I finally explained, this was not my first purchase of a furnace. She hit a button and told me my last purchase was precisely this date in 2014. She had the information in front of her. Alpine lost a good customer. I own and rehab properties, and inevitably needed to purchase additional furnaces. I won't go through this again."
"The PTHP arrived very fast. Product arrived in condition as promised. It will be awhile before I'm ready to install."
"Shipping was quick. Driver very friendly. Called about 1 hour before showing up and even offered to help me carry the items to my porch if I did not have any help. Product looks in good shape. Came with everything except one major electrical cord which I did not see on the accessory list. Other than that good product and service."
"I changed out the humidifier solenoid valve and it works fine. If I ever need humidifier parts, I would certainly order from Alpine again."
"Ordering was easy, expedite shipping was reasonable and installation was a snap. Alpine kept in contact to make sure everything went well. Thank you for your great customer service. Very pleased."
"Team was responsive and proactive in communicating shipping and installation information. Shipping arrived on time. "
"We received our unit very quickly. I am very happy I bought from Alpine Home Air Products. "
"Everyone was so helpful, fast shipping, and ordering was a breeze"
"Ordered a replacement wall unit. Shipped quickly. Was a direct replacement for the failed unit so it slid right in, no problem."
"I got my furnace on time and had a call from the customer service department. The shipping company arranged delivery and showed up on time. It was heavy but they helped get it in the house and took away the palate. The price was good. I saved money all the way around. "
"I don't understand why I had to pay $30 shipping and handling for material that weigh three pounds. Four or five months ago a bought a tankless water heater that must of weighed 80 pounds, and got that deliver for free. Doesn't make any sense"
“Hello Charles,
Thank you for your review and feedback. We base our Ground shipping charges off of both weight and size of packaging, though some items do not weigh much their dimensions can increase the cost of shipping. Looking at the products on your order, I am guessing this may have been the case. I am reviewing the actual amount we are charged for the shipment from FedEx and will credit back your card for any difference there may be.
In regard to your previous order for a tankless water heater which had no shipping charged, something of that size would have shipped freight for free. However, I do not see an order for that in our system - was that order placed thru us? It is possible that other companies may not charge Ground shipping where we do. I do see a previous order from August of 2015, however that shipment did ship Ground as well and had shipping charges paid on it.
I am sorry for any confusion or frustration which the shipping questions on your order may have caused and thank you for reaching out. We appreciate the opportunity to clear up any confusion and improve our customer experience. Please let us know if we can be of any further assistance, our customer solutions team is happy to help and can be reached M-F 8am - 7pm and Sat 9am - 2pm CST.
Best Regards,
Margaret Dobie
Customer Experience Manager
Alpine Home Air Products
1-800-865-5931”
"Great product - great price - great service - excellent performance!"
"Quick ship, part was well packed, and works perfectly. Can't ask for more."
"We have not installed yet, so ????"
A rep from Alpine Home Air Products, alpinehomeair, has responded:
“Hi Corey,
Thank you for your review on Reseller Ratings. I apologize for your experience and will address it with our customer service team. Your order should not have been screened since you placed an order with us in the past. I apologize for the hassle you experienced.
Unfortunately, in ecommerce, we manage a very large fraud problem and being able to screen for fraud while also recognizing a real customer like yourself can sometimes be difficult for our team. It's a tricky balance and we do take serious losses on orders that turn out to be fraudulent. But, given your experience, the goodwill we lost with you is not good for our company and it wasn't good for you. So we need to be careful with how we approach these issues in the future. I believe for every negative review we receive there is probably a much larger issue at play in our operations that other customers are experiencing too. Your feedback is extremely helpful to me and I will be ensuring that we take action to correct this.
If you ever have an interest in shopping with us again, we can set you up with a consultant unique to you.
Thank you for your business. Please let us know if we can assist you further.
Karen Tovey
COO and Cofounder
Alpine Home Air Products”