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This company offers sales and service for recreational vehicles, skis, snowmobiles, boats, spas, and swimming pools.
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A BBB Accredited Business since
BBB has determined that Alpin Haus meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Alpin Haus include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 7 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||7|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
NYS Department of Motor Vehicles
6 Empire State Plaza, Albany NY 12228
Type of Entity
Business ManagementMr. Dave Baker, Director of RV and Boat Sales Mr. Ron Craig, Director of RV and Boat Service
RECREATIONAL VEHICLES - DEALERS RECREATIONAL VEHICLES - EQUIPMENT, PARTS, SUPPLIES SKI EQUIPMENT - RETAIL SNOWMOBILES RECREATIONAL VEHICLES - REPAIR & SERVICE SWIMMING POOL CONTRACTORS, DEALERS, DESIGN SWIMMING POOL ENCLOSURES BOAT REPAIR BOAT DEALERS BOAT EQUIPMENT & SUPPLIES
Alternate Business NamesAlpin Haus Ski Shop, Inc.
Industry TipsHome Improvements Swimming Pools
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Additional Phone Numbers
- (800) 541-8248(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: We purchased a ******** ******* *** trailer on June 22, 2013. We took it camping a few weeks later, and the radio did not work whenever the lights or TV were put on. There were a few other problems with the trailer as well, but they have been repaired. We took the trailer back the Monday we got back from camping and told them of the problem. They said they would take a look at it. About a week later, we called, and were told it would be ready by the end of the week. We picked up the trailer, and went camping again. The radio still did not work when the lights or TV were on. We took the trailer back to Alpin Haus on July 22, 2013. To date, we have not heard from Alpin Haus, and have always had to make the telephone call (3) to see what was happening. They have told us they cannot fix the problem, and the manufacturer did not have a solution. They said we could still use it, but we cannot use it as intended. I asked for a refund including the interest on the payments we were making as we financed the purchased. I was told they could do nothing about this. I would need to contact the manufacturer about a refund. ******** the sales manger advised me of this, and did not seem sympathetic to our problem. I contacted ********, and was advised they did not have an open warranty issue for our trailer. I was also advised a refund would come from the dealer, not the manufacturer, but ******** was positive the problem could be resolved. I explained the situation, and was advised they would never tell a dealer there was no solution. I spoke to **** ********, the ******** service manager, and was advised Alpin Haus never contacted him regarding this problem, and had they been contacted, they would work to solve the problem. ******** was aware there had been a problem between the radio and lights, but it had been repaired on all trailers that were reported. He asked me for the name and telephone number of Alpin Haus and was going to contact them. I gave **** ****, the service manager at Alpin Haus information. I have only had correspondence from **** ******** of ********, and still have no trailer. I have lost the entire camping season, and am making payments on something that cannot be use. Alpin Haus has done nothing for us, but has been paid over $18,000 for a defective trailer. Please note this is the Alpin Haus in ******, NY We are hoping you can help us with our plight. Thank you.
Desired Settlement: Replacement or full refund including interest on payments made to bank and compensation for lost time and use.
This is the events that had transpired pertaining to a 2014 ******** ******* travel trailer belonging to ******** and **** ******.
The service department was notified that when the ceiling lights were turned on they lost radio and TV reception. The service department had troubleshot the discrepancy to the LED ceiling lights. When the lights are not turned on, the radio and TV work fine. We contacted ******** and were told they were aware of this issue and are working towards a fix. The service manager had given this information to Mr. ****** and we told him we will let him know when we have a repair from the factory. This was approximately 8/16/13. The service manager had also suggested to keep using the trailer instead of leaving it at the repair station. On 9/27/13 Mr. ****** called and left message with service dept. The same day a call was received in Parts from **** at ******** that they were sending new LED light assemblies. The trailer now operates as it should.
Problems with Product/Service
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Complaint: On August 14, 2013 we dropped off our 5th wheel camper to Alpin Haus for our appointment to leave our camper/HOUSE with them for service. We were leaving for a vacation (NOT with the camper) the following Friday, Aug. 16th returning on Aug. 22nd and had a list of things that we wanted checked/repaired WHILE WE WERE AWAY! The list of issues that we gave to one of the service people, **** was: check on front landing gear (warrantied), check on top of right living room slide, Microwave (warrantied), bearings & brakes, inspection, all appliances & roof, flush black water tank & to check on the cable/plug that is behind the panel in bottom storage compartment. We also gave **** instructions NOT to call our home phone since that WAS IN THE CAMPER but to call my wife's cell phone when she needed to contact us. My wife spoke with **** on Monday the 19th & she told her the bearings were done but they were checking on the brakes to see if they would pass inspection & she would call us back after lunch. We didn't hear from her till Wednesday & she told my wife that she was CALLING THE WRONG NUMBER....THE ONE WE TOLD HER NOT TO CALL! She said that the brakes passed inspection BUT they suggested we have new ones put on & we said OK & she had also tried to call two different places for the microwave but they didn't have the right size. My wife called back on Saturday for an update & she wasn't in but spoke to **** & he could not give us and update!! She told him to have **** call us on Monday. When **** called, my wife told her how dissatisfied we were with their/service & it was totally unacceptable!!! She said all she could do was have my wife talk to her boss which she did, again with no satisfaction. We returned from vacation on Aug. 24th and the camper was NOT DONE and we had to stay with our daughter and her family with only what clothes/pills/essentials that we had from our vacation!!! The story that we kept getting EVERY TIME my wife called, from their service department is that "we are waiting for the parts". We finally got the call that everything was done & we could pick up the camper. We went to Alpin Haus on Aug 30th and did have a confrontation with **** again about our situation and she asked if we wanted to speak with her boss the head of the service dept. Mr. ***** and we said yes. Again...no satisfaction, we felt like he was just trying to appease us saying that he had "just put out a memo that morning to all the tech, etc about the service that they should be doing for the customers". BS.... We paid the bill, which they said that they had taken some money off! Another BS statement!! When we finally left to pick up the camper and I backed up to it......the landing gear DIDN'T WORK which they stated on their invoice "replaced defected switch' TESTED ALL OK! My wife went back into service and said they better send someone outside NOW because we couldn't hook up. They sent someone and he even stated that he didn't know why they sent him since he didn't know anything about those things. He did try to help but then I went in right to Mr. ****** office and slapped the invoice down on his desk and said it was NOT fixed!! He then sent another tech outside to help and did get it so we could hook up (after about and hour). **** also brought out a $50 gift card from their store and gave it to my wife....REALLY???? We got our camper/home back to our daughter's home around 7pm and left it hooked up till the next day since we had plans for the night. The next day when I went to unhook from my truck AGAIN THE LANDING GEAR DID NOT WORK!!! I called Alpin Haus & spoke with **** regarding this PROBLEM and she had a tech call us back & my son-in-law spoke with them and they talked him through it to "fix" it till they could get the techs to come to us & bring the "new" microwave also. After we had finally unhooked from my truck I checked on the other things that they supposedly FIXED!!! I opened the black water cap to hook up our sewer and FECAL MATTER CAME OUT OF THE DRAIN PIPE!!!!!! They had not flushed the system!!! They fixed a gasket on the slide that had no problem with it...it was not the problem that we discussed with them. On Sept. 5th the techs arrived and one started to work on the landing gear while the other man unpacked the microwave. That man asked my wife to come out and inspect the microwave because he saw some scratches on it. she went out and after further examination of the unit we determined that we could not accept this unit & refused delivery. On Sept 9th, 12th & 13th we called for an update, I spoke again with Mr. ***** and complained about **** and the service & that I did not want to deal with **** again. I had had it with the poor, unacceptable service and that my next step was an attorney. He said that he would "email" **** and that he would take care of us!!! I called on 9/23 after not hearing from anyone and **** was with a customer and would call me back...NOT...called him back again and he said "he got the parts in" and they would come on Wed. Sept 25th to install the microwave. The company would not send another new microwave only a "shroud" At this point we were at their mercy being that we were leaving WITH OUR CAMPER/HOME for our Winter residence in ******* on that Friday Sept 27th. They did show up and installed the microwave and we never heard from them again. They never even gave us call or anything to check out how things were...TERRIBLE CUSTOMER SERVICE!!!
Desired Settlement: We would like them to refund the full amount that we paid out to them in the amount of $1,009.09 for the aggravation that we had to go through for something that should NOT have taken 42 days to repair!!!! For them not keeping us updated with the repairs, etc., not returning our phone calls, the lack of customer service. This 5th wheel is our home, it is not just a camper that we can leave and don't care when we get it back!!!! We were very lucky to have accommodations at our daughter and her family's home for a week otherwise we would have had to stay at a hotel and Alpin Haus would have had to pay for that. We still didn't have our pills etc. and our daughter's home is 49 miles away from Alpin Haus so we just couldn't jump in our diesel truck and drive there whenever we wanted. We do hope that something is done about this and that other people know what they will be dealing with. They need to regroup and get people in their service dept. that will do the job RIGHT. We will NEVER buy from them again (this is our 3rd unit that we have purchased from this dealer) and we will find someplace else for service. I think we were MORE than patient with them. 42 DAYS OF AGGRAVATION!!!!!!
We do apologize for the parts delays and damage incurred in shipping. On pickup there was still an intermittent problem with the control board on the front jacks and a gift card was given as a goodwill gesture to a long time customer. We consider Mr. and Mrs. ***** valued customers and want to resolve this matter. In order to achieve mutual satisfaction we would be open to discount some future service or parts also as goodwill.
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
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Complaint: On August 15 I went to see what Alpin Haus had on the lot. We made a deal and on signing the purchase agreement, the salesman suggested I purchase the "All Systems Check" for an additional $1000.00. I questioned that because I thought they would do an all systems check before a sale. He assured me I should buy this to have it fully examined and ready to go on the road with confidence. I paid the additional $1000. I picked up the RV on Saturday the 17th and made my first trip on Monday, the 19th. The following weekend when I turned on the generator I got a warning alarm. Rather than take time from work and go back to Alpin Haus I had a master electrician come and take a look. He found the generator to be in good working order and suggested we examine the batteries. They were dated 2006 and were a mess. Acid had leaked and cable were corroded. The tie down strap was saturated in acid and the buckle corroded. Clearly they were not part of the "All Systems Check". They weren't fitting into the frame and there were no nuts on the ends of the screws to hold them. He took pictures and wrote a detailed report of the findings, came the next day and replaced them. There were other smaller issues that needed replacing so I scheduled an apt with Alpin Haus for those. Before that apt I called my salesman and inquired about the "All Systems check" he sent me to service, I asked for a copy of the work order showing what was done for to be faxed. It never arrived. Upon arrival for my apt I was reimbursed for the batteries and installation. I asked again for a copy of the work order. After some time I went to the service department and was handed a service order that had hand written times trying explain the work that was done for $1000. They were charging for me putting on tires that were already on when I first saw it during the week, many hours of cleaning . The salesman and service tried to explain that I was paying for the prep.....however, it was sold to me as an option. Listed on my purchase agreement as "Dealer Installed Options". Since then I found the original work order, and it reflects a total of 2.9 hours work done. This included my NYS inspection, lube, oil, filter, service generator and moving a carrier from my trade-in. Not exactly all "All Systems check" I told them on the date I visited I want a full refund of $1000. There was no such check done and the work order they made up while I was waiting in the lobby was for work done before my purchase. If they want to recover their cost of prep they should include that in the sale price and not try to sell it as an option.
Desired Settlement: Full refund
Business Response: I have reviewed the complaint and see a couple things that could have been made clearer to the customer during the process. I regret that this has occurred and we of course always desire to make sure we have happy customers and that is why we took care of the batteries on the used unit that was purchased.
I will be glad to refund the $1000 system check fee that was to cover the service provided to the purchased motorhome.
Please let me know how this should best be handled and I will make sure it is done.
General Sales Manager
Problems with Product/Service
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Complaint: I purchased a new travel trailer from Alpin Haus in ******, NY in August 2013. I was asked to drop off my hitch and weight distribution bars so that they could have everything set up when I went to pick up the camper. I arrived at my scheduled time 2:30pm and gave them the check and signed paperwork, but the camper wasn't ready. About 3:15pm, we finally were taken over to service to pick up the camper. The service tech, ****, then showed us the camper and instructed us on the finer points of this trailer. We noticed scratches and dirt throughout the trailer and were told that they tried to get it cleaned. We were told that any problems noticed-even after bringing it home could be take care of-just let them know. Then we went out to hook up to our truck and nothing had been done with our hitch or weight distribution. At that time **** explained that he thought our hitch was too high and we would need a different setup to come into the parts store. He then looked around and said that they didn't have anything in the store, but hang on a second. He came out of the back room with a rusty, used hitch attachment and offered it to us, saying that it retails for $200, but he would sell it to us for $75 cash. We declined, and hooked up with our current system and drove home, where we ordered the same item for $71. We then spent several hours cleaning and polishing this "brand new trailer". We called our sales rep, ***** *****, to explain our concerns and problems and when he returned our call, he said that there was nothing that could be done as parts is a different department than sales. So, we have a "new" camper with scratches throughout on the cabinets and moldings that the dealership doesn't seem interested in correcting. The only thing that was said was that they would clean it if we wanted to bring it back, but we already cleaned it.
Desired Settlement: We would like a refund of $600 for the time and energy we have had to spend on this camper that was supposed to be taken care of by the dealership and damages in the camper.
Business Response: On 9/10/13 I called the customer to discuss issues. The used hitch part that was offered to the customer for $75 does retail for $198.59. There are cheaper made parts available for less money. Unfortunately the one we offered was the only one we had. If we had one that new was $71 we would have offered it. Customer now says they understand. After talking with customer we found the main cleaning complaint was putty that was on cabinets and trim. Unfortunately this is a standard construction procedure in the RV industry. This putty is used to conceal nail/screw/tack marks. It is something all travel trailers have. Alpin Haus has told the customer that if there are issues with cleaning or scratches that we will take care of it. We also apologize for a delay on there pickup time. As with any business sometimes we fall behind, and apologize for any inconvenience. We’ve told the customer when they bring their camper in to have any issues addressed we will winterize the camper at no charge as good will for these misunderstandings.
I have reviewed the response made by the business in reference to complaint ID ***, and find that I am no longer interested in attempting to resolve this issue. I have no interest in doing any business with the company, therefore their offer will not be accepted and the stress involved in further communication is not worth it. Please close this complaint as we are not willing to waste time trying with this company.
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Complaint: I depend on them to haul and launch my boat every year and have done so for the last 3-4 seasons. They have the required special equipment to move a boat like mine. Over the years I tried dealing with *, the service manager at the time, who never returned phone calls. The driver of the rig that does the actual work knew I was having problems communicating with * so in an effort to resolve the issue he (the driver) stepped up and told me to call him and he would check the schedule and set up an appointment for the service and then call me and confirm it, which he did. Alpin Haus finally dumped * and replaced him with a guy named ** * must have taken lessons from * because I had the same communication problem with him, that is trying to make an appointment for service. Again, in the interest of keeping and servicing a customer, the driver stepped up and helped me make the service appointment and backed it up with a follow up call. The appointment was set 2 weeks in advance and all the preparations that I needed to do were made for that day to put my boat in the water. At the last minute on the appointment day I received a call from * telling me that he was not going to put my boat in that day and I would have to wait for another 2 days. I was upset because this has happened before. When I questioned him, he mentioned that I did not make the appointment with him and he is the boss and sets the schedule. He has shown not to be customer oriented but only wants to be THE BOSS. Not Professional. I was upset and told him that they should get his stuff together because there is always problems doing business with them. They finally came 2 days later and put my boat in and I paid them on the spot as I always have done in previous years. Just 3 days ago, I called them to make an appointment to have my boat hauled out because it got damaged in the last flood we had on the river. I spoke to * because * was not there and was told they had problems with their equipment. I asked * when he thought the equipment would be ready to go and I would make the appointment for then. After all kinds of excuses I realized that he was blowing me off. (without their service I am stranded on the river) They were dropping me for no reason. I asked him for the owners name and he gave it to me. This is the icing on the cake talking about poor service.....I spoke with the dealer principal, and explained my problem to him and he said he would look into it and I had to ask him if he would call me back which he paused to say yes. I HAVE NOT HEARD FROM HIM ! F.Y.I. Before retiring I had managed one of the largest volume new car dealerships in the metropolitan area of New York. This owner and his managers would not be able to hold a job for 10 minutes in my store with the poor customer service they provide...
Desired Settlement: The principal and his crew should invest into professional classes pertaining to customer satisfaction as I did with my team. If he had the amount of competition I had downstate, he would have been out of business years ago.
Business Response: We have indeed helped Mr. ********* with hauling his boat for the last few years. Mr. ********* called me to discuss the situation and I found out from my team that although we have been doing this for him our trailer has been getting beat up from hauling boats over a certain size. As a business we decided we would no longer haul boats that our trailer was not designed for. Because of the lack of communication with Mr. ********* on this change of business I asked our boat team to help him out this time and suggest other haulers for the future. **** ******* from our boat division followed up with him and he got a message back to stop calling him.
Problems with Product/Service
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Complaint: MY MAIN PROBLEM WITH THIS COMPANY WAS THAT I WAS TOLD THAT MY CREDIT REPORT WAS GOING TO BE PULLED ONCE AND BY ALPIN HAUS ONLY AND I HAVE DISCOVERED THEY SENT MY INFORMATION TO OTHER LENDERS AND WAS PULLED MORE THEN ONCE RESULTING MY CREDIT SCORE TO BE LOWERED BY INQUIRES, ALSO I JUST NOTICED LAST YEAR THEY HAVE DONE THE SAME THING TO MY CREDIT REPORT AND HAD MORE INQUIRES, I HAD TRIED TO REACH OUT TO WHOEVER IS IN CHARGE TO RESOLVE THIS A DOZEN TIMES. THE HIGHEST PERSON IT REACHED WAS ***** ********** BUT BEFORE HIM WAS ***** ******. EVEN AFTER I FELT DISCRIMINATED AND DIRESPECTED BY THEIR SALES MAN I STILL TRIED TO DEAL WITH THEM AND BUY A BOAT. THEY ARE NOT GOOD ON GETTING BACK WITH YOU, LACK OF COMMUNICATION, AND NOT HONEST! ITS BEEN WEEKS NOW SINCE I TALKED TO ***** ********** AND NOTHING HAS BEEN DONE! MY CREDIT HAS SO MANY INQUIRES BY THEM FOR THE PAST YEAR
Desired Settlement: I WOULD LIKE FOR THEM TO REMOVE THE INQUIRES GOING BACK FOR THE YEAR NOT ONLY FOR THEM BUT FOR THEM TO REACH OUT TO THE BANKS OR LENDERS THEY SENT MY INFORMATION TO REMOVE ALL INQUIRES. IF IT WAS SO EASY FOR THEM TO SEND MY INFORMATION TO PULL MY CREDIT AND HURT MY SCORE IT SHOULD BE EASY FOR THEM TO REMOVE THE INQUIRES FROM MY CREDIT REPORT. THIS IS MY LAST ATTEMPT TO RESOLVE THIS. IF NOT THEN I WILL HAV NO CHOICE MAKE THIS A LEGAL MATTER AND CONSAULT AN LAWYER.
Business Response: Mr. ***** was purchasing a boat from our dealership. As part of the process he authorized us to pull his credit and arrange financing for him for the boat. Our Finance Manager pulled his credit and then worked with 2 lenders to try and secure credit for him. This is the normal process that each customer goes through. Nothing was done that would impact his credit. After he called our controller (***** **********) to discuss the situation our Sales Manager ***** ******* followed up with a phone call to Mr. ***** offering to explain it further and had to leave a message. Because he got letters in the mail from the Banks he thought we had pulled his credit again which was not the case. Each lender is required to follow up with a letter to the customer.
From the first time I ever Talked to Alpin Haus Last year, it was just a night mare. They Definetly assured me that my credit will be pulled once and once only by them. They never said anything about sendng it to other lenders for them to pull it again. That does not make sense. Why would the dealer ship pull it anyway then? I checked my credit and they pulled it a bunch times also last year. not only they were pulling my credit without authorization but they were Definetly rude and short and I have called them A million times to get this resolved and I did talked to the COntroller There and No one has gotten back to me. I have Emails of proof. It is also a shame that they are lying that they called me? if they did call me why didnt they leave a voice message and only attempt to only conTACT me only once. I am taking this matter all the way up to the attorney generals office if these credit inquires is not removed from credit report as well with the inquires from last year. For a big business I dont know how they are in business treating and lying to there customers. I did BUy my boat from a dealership in conneticut and had a great experience. Its sad that i couldnt make this large purchase in state of New York. Also when they approved me for the boat and after all this Still said i would continue with the purchase and they refused to sell to me and i believe they refused to sell to me because of my Nationailty (race). This dealership damaged my credit with there inquries.
******* **** *****
Problems with Product/Service
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Complaint: In June 2012 Alpin Haus put in a new blackwater tank that we had shipped to their service department. We had traveled to New York to be with family for a couple months. When we returned to Meadview, AZ we discovered that it was leaking sewage. And it got worse pretty fast. So a technician from ********* ****** ** service came to our RV park in Meadview, AZ to identify the problem. It required installing another blackwater tank. Our technician told us that Alpin Haus damaged the blackwater tank when they cut the hole in it for the sewer pipe to attach. It was obvious to see that Alpin Haus had tried gluing where they had mistakenly cut into it but never told us. Our technician took pictures and then cut that part of the tank out so we could mail it to Alpin Haus. We mailed the package, a letter, and invoices from them and invoice showing the cost to reinstall another new blackwater tank. We asked them to compensate for their mistake, on February 4, 2013. We have since followed it up with 2 emails. We have never received a reply. It was a costly mistake because we had to buy another blackwater tank and pay for our technician to put it in. We feel we've been ignored because we do not live there locally.
Desired Settlement: Own up to their mistake and refund $976.20 service and $366.83 for the brand new blackwater tank.
We are at fault and a check should have been sent to this customer. A check has been sent today 4-1-13 for $929.74 to*. Team Manager* has called the * today to apologize and confirm the correct address.
Director of Service and Parts
I have reviewed the response made by the business in reference to complaint ID *, and find that this resolution is satisfactory to me. The check arrived today. We are pleased with the immediately effort of Alpin Haus, especially * in service department and the kind manner which he approached us.