ComplaintsforAlpine Heating & Air Conditioning, Inc

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Alpine install an AC at my rental unit in ******** ***** in the spring of 2017. The AC was not working in 2020. I had Alpine check on the AC and they stated it was low on refrigerant and recharged the AC system also while trying to charge me a whopping $600! I argued with them that if this three year old AC needed recharged then the install was not done properly and that there was a leak and it needed to be found and repaired. They said they would do that and they would not make me pay the ridiculous charge of $600. I thought the problem was taken care of but recently the AC was not working again. I suspected it was because the AC needed recharged YET AGAIN. So I can Alpine to investigate and low and behold the AC needed just that. This time they were only going to charge me $300 but I called them and Debbie, the owner, argued with me that I did not do preventative maintenance on the AC and that recharging is normal. I disagree that an AC needs recharged every 2-3 years. I have also had other HVAC companies do "tune ups" to ensure the HVAC system was operating properly but I didn't use Alpine because of the lack of trust I had with the company. Debbie got argumentative and angry and hung up and me and told me to take my business elsewhere. She did however write off the $300 bill. But I still have an AC that leaks and they won't honor their install work and fix the issue. I don't believe this company does good work, they do not stand by their work, and they don't care about their customers. I would highly suggest finding another HVAC contractor to do your work. AVOID AT ALL POSSIBLE. We do not need to have a poorly run company like this in SE Idaho.

  Business response

  07/21/2022

  Yes we did install a new AC at Mr. ******'s rental home at **** ***** ***** *** Ammon, Id 3/21/2017.

  We did receive a service call 5/12/2020 for AC not working, we found unit low on charge, tech added 2 lbs. R-410A and system operated well.

  Please note that I did write off all charges on the above call $599.00,,,, I don't remember everything but my notes does say (Jim is writing off invoice because he failed to get back with the

  customer).

  We received another service call for AC not cooling 7/8/2022. Our tech did find unit low on freon and added 1.4lbs R-410A and system operated well at the costs $292.50.

  Yes Mr. ****** did call in and complained at the charge and insisted that he shouldn't have to pay anything. Debbie did visit with him about PM's and he said he did have other HVAC

  companies that did perform this for him, Debbie asked for copies of those forms so we could see and justify that after 5 years this was actually our problem from the initial install of AC.

  He got very argumentative with Debbie and it did upset her, she noted to him that rental homes are not usually maintained that well and this alone does cause problems. 

  He still argued about the charge, said our tech was supposed to call him and tenant on the way there so we weren't authorized to be there or even diagnosis the system, maybe this was

  our office fault,,, Debbie decided to write off this charge $292.50 and since he did call her again she told him that we would not be charging him for this service call and please let one of your 

  other HVAC companies to take care of his rentals. According to our records no PM's or maintenance was completed so we in all honestly could not authorize anymore time spent on this

  system. He did call back and did insist that Alpine fixand repair this unit but he will not show any PM's being completed so we did let him know he was

  now a Do Not Service customer.

   

   

   

  Customer response

  07/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Debbie did not allow me to provide her with the proof that I did preventative maintenance on the HVAC system at my Rocky Ridge property. When I asked when I provide the proof that I have had other HVAC companies do preventative maintenance on the HVAC system if she would fix the leak she did not commit to that and got upset and said she was hanging up.

  I did not get argumentative with her over the phone. I was only trying to make my point that this AC has had issues since they installed it improperly and that they should repair the AC since it has been leaking since they installed it.
  

  
  Sincerely,
  
  ***** ******

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