Alpine Home Air Products
Complaint 305553 Details

Buyer beware! On 12/26 and 12/27 we spoke with a sales rep, I won't name, at Alpine Home and Air Products, multiple times by phone to order a new furnace system. We purchased the unit on 12/27. We even walked through together online at my local utility company's website which states all the requirements of the heating system we needed to ensure we were getting the combined system that would meet their energy efficiency requirements and would also provide us with an $1800 rebate. The sales rep sent us a quote and then by phone informed us that he had sent the wrong quote and said he would then be correcting/updating it. When we spoke to him again he said it was corrected so we purchased the system through their online system. The system was delivered on 1/8 Monday and before the delivery driver left, I called because the model numbers didn't match to what the sales rep said I was ordering. I was assured in that call that it was the correct unit. I had the unit installed and applied for my rebate only to find out at this point that the unit isn't what I had specifically asked the sales rep to ensure I was getting (which he did assure me) and the system doesn't meet my local utility companies energy efficient requirements, therefore no rebate of $1800. I have spoken several times to the sales rep who apologized and admitted that he sent the wrong quote and was unsure as to how I was able to order from the wrong quote since he updated it and he was sorry for his mistake. He then had a manager call me and she offered a $600 credit for their mistake in the ordering process or that she would send me the correct furnace but the uninstall/reinstall costs would be my expense. I told her that the wrong quote should have been deleted/updated as the sales rep had said it would be and this shouldn't have been allowed to happen and that I even called when the unit was being delivered to ensure I had the right product. She stated it was my fault for ordering off the incorrect quote. She even told me that the sales rep felt terrible and had offered to pay the $600 out of his paycheck which I told her was appreciated but not acceptable and unethical for them to consider. On 2/6 I sent an email to the manager stating that I would be amenable to having the correct furnace shipped and a $600 credit towards uninstall of the wrong unit and re-install of the correct unit. Which I believe is fair considering I am currently unable to avail myself of an $1800 rebate, but by receiving the correct unit I would qualify for $1800. The un-install/reinstall will be $1300 which I have already paid to have the wrong unit installed so I relented to splitting it just to get the matter resolved. Minutes after sending my request on 2/6 I received a call from a man stating he was the owner of Alpine Home Air Products and that the entire situation was my fault and not their fault at all. Even though I was told the quote had been amended and the sales rep admitted he made a mistake in not deleting/updating the wrong quote he apparently sent out a new quote instead of amending the "wrong" quote which allowed me to order the wrong product. I don’t understand or have access to their internal ordering system so if this error is allowed to happen I can’t see it reasonable that I am at fault. Additionally he told me that there is a check box on their website that is a disclaimer stating that I am responsible for the products I order and that this removes any responsibility on their part.
Additionally, the owner of Alpine Home Air Products has rescinded the previous offer from the manager and refused any credits/exchanges/willingness to work with me further and are clearly not willing to work with me to remedy the situation in a “fair” manner.
Also, the item shipped dented/damaged cosmetically even though it was wrong it worked but is ugly and they made me go through the shipping company to resolve and they denied any responsibility and said Alpine shipped a damaged product...I wasn't aware I was purchasing a floor model or ding-and-dent product until it arrived....painfull!!!"

The owner's only defense is that he claims I had someone speaking for me, and yes I did. I had a contractor help me who had experience with Alpine Home Air Products, because he purchased an identical unit to the one I was SUPPOSED to get using the same sales rep! So it doesn't make much sense for him to say this person confused the situation when he is apparently the only one who knew what system I was ordering and didn't get even though we had multiple phone conversations. Again the owner claims he spoke to all employees involved but neglects to admit his manager told us (in one of those recorded phone conversations) that the sales rep that made the mistake offered to pay for it out of his paycheck because he felt so horrible for the mistake! The owner also claims to have listened to all the calls - so how did it get so screwed up when even he admits many calls were made??