Complaints

This profile includes complaints for Alpine Stove & Fireplace's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alpine Stove & Fireplace

  94 Laurel Mountain Rd Mammoth Lakes, CA 93546-6007

• 

  Alpine Stove & Fireplace

  PO Box 7148 Mammoth Lakes, CA 93546-7148

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Regency pellet stove in June 2021. I paid $6,800 for it. It was installed in August 2021. The stove had many problems from day one. Alpine replaced every fan in the stove and still issues. Regency replaced the stove in January 2023 under warranty. The second stove also had problems. Screeching, inside plates fall down every time I cleaned it. Alpine kept saying theyd replace fan but it never happened. They will not communicate with me. The last I heard from them was an email on 4/24/2024. ****, the owner, said he was ordering a fan and would come replace as soon as it was received. He said he would be bringing me a new stove this summer (2024). For the last 2 months I have sent numerous emails and left numerous voicemails but have not received any response. I want my money refunded and they can come pick up their stove!

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a large deposit to have a fireplace remodel job done in May, 2023. This job was supposed to include a new 2-sided gas insert and stonework. Demo and framing work occurred in October, but then Alpine Stove stopped responding to calls and emails. They have left me with a large hole in the middle of my living room where a fireplace used to be, which is covered by a thin piece of plastic. It leaks when it rains and the plastic moves in and out when the wind blows outside.I have now learned that they are under investigation by the Mono County DAs office for taking many other peoples money besides myself.

• Initial Complaint

  Date:06/07/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April26, 2023 I ordered a pellet stove from Alpine Stove to replace my wood stove. They requested a 50% deposit so I gave the owner a check issued form High ******************* on 4/27/23. They never said that there would be an extended delivery. I started calling on 8/1/23 and talked to the manager ***** and advised they were on back order but starting to come in. On 9/15/23 should be close and he would call when he received the shipping order. 9/27/23 mix up and some are still on back order with a year out. 1/16/24 starting to get 2-3 stoves. 6/3/24 I went to their store and no longer there with no notes. I have left many messages and none have been returned. I have read the other complaints and I want a complete refund.

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 2023 I ordered a pellet stove from Alpine Stove. I made a 50% deposit as they requested via my Mastercard. I was told it could take up to a year to get the stove and have it installed. I went into their store in April 2024 and was told that my stove was the next stove to be delivered to the store and they would call me when it arrived to set up the installation. I went to their store today (May 13, 2024) and it was closed and empty. I have left a phone message and an email and have had no response. I have read the other complaints and I want the stove to be installed immediately or a complete refund.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last May, Alpine Stove and Fireplace provided us an estimate for a new wood-burning stove for our home in *************. I was asked to make a 50% deposit, which I submitted through Quickbooks on May 25. 2023 for $3219.95. I was told it could take several months to get the stove. In October 2023, I inquired by email, and received a reply from the manager, ***************************, that they had not gotten shipping confirmation but they thought the product would be shipped soon. In January 2024, I emailed several times, without any acknowledgement or response. Multiple phone calls were not returned. I was eventually able to speak to a person who told me the order was never shipped, so they "re-ordered" with another distributor. In March, we went in-person to the business, where we were told there was no shipping confirmation, but maybe the stove was "in the warehouse." We cancelled the order and requested a refund. Since we paid by Quickbooks, we were told that would have to "go through QuickBooks" and would happen in about a week. Two weeks have passed, no refund, no one will answer phone calls, no one responds to email. I would like a full, immediate refund of my deposit of $3219.95, back to my credit card.

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 8, 2023, I made a deposit of $9557.92 via Quickbooks to Alpine Stove & Fireplace. This was a 50% deposit on the install of a new fireplace. I was given a ***** week window as an average for installation of a *********** fireplace. When approximately 14 weeks had passed, I was told by *************************** that the Regency fireplaces they received were not set up for propane and were returned to the manufacturer. On December 12th I reached out to a fireplace store near my permanent residence and was told that Regency did not have a long order timeline and I could get the gas firebox in 3-5 days. That same day I reached out the Alpine Stove via email and told them that I wanted to cancel the order and would source the firebox myself. I demanded the return of my deposit. I received a return email from the general manager, ***************************, acknowledging my request and indicating that I would get my refund as soon as we can. Thereafter I went into the store at least twice, called at least half a dozen times and left messages. He promised me a refund as soon as they worked out the details with Quickbooks. From Quickbooks such refunds should take no more than 7 days to coordinate. I provided all necessary information to mail my refund to me if crediting it through Quickbooks was the problem. During last call with Alpine Stove on April 4, ************************************************* that ***** would get back to me with the refund information. No call ever came. It has been 35 weeks since I placed my order.

• Initial Complaint

  Date:03/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11, 2023, made a deposit of $4103 via Mastercard to Alpine Stoves. I was given a 6-10 week window as an average for installation of a Regency wood stove. When 10 weeks elapsed, I was told by ************ that Regency stoves were back ordered at the manufacturer. On December 15, I called Regency they told me there was no backup, and that my model of stove was available at any time. On January 15, I called ***** and confronted him with this information. He promised me an installation date for the week of February 6, 2024 (30 weeks after deposit). That week came and went. I called the store and ************ confirmed that I was not on the calendar for installation, nor could she find any evidence of the stove having been ordered. On February 6, I asked for a refund. I got a response on Feb 7 saying the refund was started, and that they would send a check (even though the deposit was via Mastercard). Six weeks later, there is no evidence of a refund. I have sent 5 emails, called daily during business hours, and left voicemails. I have heard nothing. My request is simple I want an electronic refund back to the same card that was used to make the deposit. QuickBooks website states that to be 7-10 business days. It has been 30 days and counting

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received estimate from Contractor and paid 50% deposit in the amount of $3,991.26 on 7/25/2022 for a wood stove insert install including all venting components, labor, freight and building permit. Owner, *********************** confirmed receipt of deposit and said they would place the order and contact me once they received a shipping confirmation to schedule install. My husband and I both attempted, but were rarely successful, contacting Alpine Stove sever times over the past 18 months for an update on receipt of our wood insert. We left voicemails with a request for a return call and received one call from Alpine once in those 18 months. If we did speak to someone at Alpine, we were told they were inquiring with Regency for an update and we would never get additional information. A total of $5,982.51 was paid by October 7, 2022. I spoke with a representative at Alpine on January 16th informing them we were cancelling our order and requesting a refund. I was told that they would speak with the accountant that Monday, but it was unlikely they would have any information about the refund by end of day Monday. I then sent a letter, certified return receipt requesting a refund within 14 days of receipt. Again, there has been no communication. It is not probable that Alpine Stove intends to complete this project or return funds based on the length of time and limited communication. Additionally, Alpine stove violated ********** Business and Professional Codes Section ****** collecting a down payment exceeding $1,000 or 10% of the total cost, which would have been only $798.25. Alpine Stove did not provide a written contract for this home improvement/building project which is also required under ********** Business and Professional Codes.

  Business Response

  Date: 02/12/2024

  In response to these complaints, please see attached an email thread from February 6 and 7 of 2024 between *********************** and *************************, confirming that a full refund is being processed. We would also like to address the deposits paid.  The initial deposit of $3,991.26, paid on 7/25/2022, was requested by Alpine Stove to cover the purchase of the appliance and required material goods. This was not a deposit on a contract to perform work, rather it was payment for the hard goods that needed to be ordered in the form of the hearth appliance and venting materials.The subsequent payments that were made were NOT REQUESTED by Alpine Stove, and were not part of a deposit paid on contract. These payments were made at the complainant's option. We did not request nor require the additional payments to be made.  As noted in the emails, and as evidenced by the provided refund receipt, a full refund of all monies paid is being processed for return.

  Customer Answer

  Date: 02/14/2024

   I am rejecting this response because:
  
  Business has not yet provided a refund. I inquired after receiving the email and refund receipt from business as to timing of the check being mailed. As of 09:00 on 2/14/24, business still has not provided refund information. 

  
  Regarding the deposit for goods, the Home Improvement Contracts ******** Guide provided by the ********** of ******** Affairs Contact ******************** states there are no exceptions for special order materials. See page 6. Exceptions are for contractors who have filed a blanket performance and payment bond with CLSB's registrar, which Alpine Stove & Fireplace has not done. 

  
  The law was violated and refund has not been received despite attempts to contact the business for mailing information and offering to pick up the refund check in person.