Complaint Review: Alpine Home Air Products - Rockford Illinois

on 12/26-12/27 We spoke with a sales rep multiple times by phone to order a new furnace system. We even walked through our local utility company's online website together which states all the requirements of the system to ensure we were getting the system that would meet their energy efficiency requirements as they were detailed there and would also provide us with a rebate. The customer service rep sent the wrong quote and informed us of this and said he would then be correcting/updating it. When we spoke to him he said it was corrected so we purchased the system. The system was delivered on 1/8 Monday and I then called because the model numbers didn't match to what he 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 ordered and doesn't meet my local utility companies energy efficient requirements. I received a Goodman AVPTC48D14 and I was told by(the sales rep) I would be receiving a Goodman ASPT42D14.

I have spoken several times to "the sales rep" and he apologized and admitted that he sent the wrong quote and was unsure as to how I was able to order from the wrong quote and was sorry for his mistake. He then had a manager Nichole call me and she offered a $600 credit for their mistake in the ordering process or 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 wouldn't have happened. She stated it was my fault.

On 2/6 I sent an email to Nichole 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. Minutes later, 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 the wrong quote he apparently sent out a new quote instead of amending the "wrong" quote which allowed me to order the wrong product. Hard to believe after 6+ phone conversations and emails, but alas, the owner not only denied my request of shipment of the correct unit and a $600 credit to assist in uninstall/reinstall of the correct unit, but also rescinded the original offer made by Nichole of a new unit or $600.

Alpine Home Air Products claims I had an intermediary who confused the situation, but in fact this person is a (now former) customer who had ordered a similar unit from Alpine and the same customer service rep. So it doesn't make sense that this person confused anything when he was (apparantly) the only one who knew what I needed. 

Alpine Home Air Products also claims I have a "perfectly" good system that runs great? Really? Hard to believe since it isn't properly spec'd out for my home and is the completely wrong unit that your customer service representative made an admitted mistake on.

The problem is very simple. They have an internal ordering system issue that allows their customer service representatives the abiliity to create double quotes for customers and then claims they (the customer) made a mistake in ordering when in reality the customer has no ability to control the internal ordering system.

This mistake is so collosal that Alpine Home Air has decided it would be a huge financial hit for them to correct it, so they have left me out to dry!