"Purchased one of the Mini-Split Blueridge AC/heating units. The actual unit once installed is quiet, works wonderfully, and is simple to use. And the price of the unit is great.
The actual shipping and installation was a DIFFICULT process. A week after estimated delivery, we were still contacting the company trying to figure out why our unit had not arrived. They had no idea why and did little to help for almost another week.
Also, the company sight asked if we needed the installation for the unit done as well, which we did because most HVAC contractors will not install a unit unless you buy one from them. They sent us a list of contractors and said the contractors would contact us. No one did, we asked the company and they said it was just a list of HVAC Contractors that we could contact. No one on the list was willing to install the unit because we did not purchase the unit from the contractor. Took over a month to find a certified HVAC Contractor willing to do the install. Overall, this project took a lot of time and a lot of phone calls until it was finally done (two and a half months)."
"Part arrived in less than 48 hours from order time. Standard shipping. PArt as ordered, packed well. "
"Quick delivery easy setup as promised.
Heats well no complants.
"
"All went well, no surprises and I expect the installation and product, Goodman AC, furnace and heat exchanger will follow suit"
"Everything I ordered came as described with an extremely quick delivery.
Very satisfied!
"
"Delivery was very easy. The tailgate delivery ($25) included the driver dollying the package exactly where I wanted. Very Satisfied with delivery. "
"only spent 10 minutes replacing sensor it fit perfectly"
"No problem ordering and shipped quick!"
"The price point was great and customer service was top notch! I will be purchasing all my equipment from Alpine from now on. "
"We had our heatpump installed on 6/25/16 and the condensor coil started leaking in Oct. We were told that we would receive a new coil by the end of this week. We are now being told that Goodman is out of stock. I called Goodman and was assured that this condensor was in stock. I emailed Bryan and Kate at Alpine and asked for them to contact me and I have yet to hear from them. We have been without heat/air for almost 2 weeks at this point and still do not have our part. Now they are saying that it should be received by them on 10/28/16. By the time the part reaches us we will have been without heat/air for almost 3 weeks. This should not be happening with a brand new heat pump. Alpine has been absolutely no help in resolving the matter.
I spoke with supervisor Nicole and she wasn't the least bit helpful. She was supposed to call me back over a week ago and Bryan finally got her to the phone today. Her response to not calling me back was I thought someone else handled it. I replied that I left her a voicemail and that she should have followed up. They are stating that Goodmans computers have been down since my part was ordered so it didn't get shipped out. How stupid is that. A company as large as Goodman wouldn't stop business for a week. This is just bad customer service and bad product from Alpine"
“Hello Misty,
Thank you for your feedback. I am very sorry for the frustration which you have experienced. I also have to apologize personally, as I had told Nichole that she did not need to call you back since I had spoken to you myself, and I am her supervisor. Looking back I can see how this may have seemed as though Nichole was at fault, my apologies for the misunderstanding there.
I can also understand your concern with the fact that Goodman did not have your order processing due to their systems being down. You are correct, a company of that size would not stop running due to an issue like that, the fact that their systems went down did however cause some orders to be stalled - I am truly sorry that this was the case with your order.
Please be assured that we are shipping the part to you as soon as possible. We have tracking for the product, which was provided to you earlier today by Nichole. We are shipping the warranty replacement via FedEx Priority to expedite its arrival to you. Unfortunately, warranty processing can sometimes take a few weeks to get everything processed and replacement parts out, we can certainly understand your frustration with the circumstances and appreciate your patience.
Please let me know if I can be of any further assistance, I am happy to help and can be reached at 1-800-865-5931.
Thank you,
Margaret Dobie
Customer Experience Manager
Alpine Home Air Products
1-800-865-5931”
"Very pleased in finding a Seller willing to ship to Canada."
"The filter fit perfectly in my unit, and the shipping was very fast."
"we just got our heater installed and oh my gosh im in heaven!! love this heater!!"
"they delivered my products in very good conditions, in the day they said before. I do not said perfect because they did not deliver DVs suppose included."
“Hello Jose,
Thank you for the review and feedback, I am sorry to hear that you did not receive the DVD as expected with your purchase. We are happy to send you a DVD on it's own, we will get that shipping to you today.
I am glad to hear that the rest of your order arrived in good order, please let us know if you have any questions regarding your Goodman multi-speed furnace. Our customer solutions team is happy to help, they can be reached M-F 8am - 7pm and Sat 9am - 2pm CST.
Thank you again for your review, we appreciate the opportunity to improve our customer experience!
Best Regards,
Margaret Dobie
Customer Experience Manager
Alpine Home Air Products
1-800-865-5931”
"It was deliver exactly as requested and the installation was easy and it works great"
A rep from Alpine Home Air Products, alpinehomeair, has responded:
“Hello Amber,
Thank you for taking the time to review your order, I appreciate your feedback. I am very sorry to hear about the issues which you experienced, I can understand your frustration. I am glad to hear that your Blueridge system is working well and easy to operate now that it is installed!
Our Blueridge line is one of our most popular lines - unfortunately this means that our stock does sell quickly and with items shipping from overseas, there can sometimes be unforeseen delays. I am very sorry that you experienced this type of delay. In regard to the contractor assistance program, I have shared your feedback with our website/programming team so they may clarify the program offering and what it entails for customers. I appreciate your feedback on this issue and the opportunity to improve our customer experience.
Thank you again for your feedback, we appreciate your business.
Best Regards,
Margaret Dobie
Customer Experience Manager
Alpine Home Air Products
1-800-865-5931”