Complaints

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

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  Alpine Home Air Products

  1901 N Clybourn Ave Ste 300 Chicago, IL 60614-6808

  
• 

  Alpine Home Air Products

  1509 Coral Ridge Rd Ste A Shepherdsville, KY 40165-7012

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:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 an HVAC system in 2020 which is still under warranty until July 27th. Everyone there has been exceptional, professional and has provided exemplary standards of customer service! My qualm is not with any employee whatsoever. The delivery policy/regulation/procedure, whatever you want to call it unfortunately is substandard and unacceptable. A coil was reported to need replacement on Monday, June 16th, '25, The best they're telling me they can do for delivery for the coil is July 7th, '25. In the interim, I'm 65 years old, in a house that doesn't have AC with main floor temperature of 88 and upstairs temperature of 92 degrees. The installation HVAC company is on standby. A coil was just replaced last year this time also provided by Alpine. The service HVAC tech did an isolation test and found a leak present in the coil. I already paid $185 for the delivery as it was mandatory to receive it.

  Business Response

  Date: 07/07/2025

  Thank you again for bringing this to our attention. Were truly sorry for the inconvenience youve experiencedespecially given the extreme indoor temperatures youve described. We understand how important it is to have reliable cooling, and we regret the frustration this situation has caused.

  Your replacement coil is scheduled for delivery today, and well continue to monitor the shipment on our end to ensure it arrives as expected. If you run into any issues with delivery or installation, please dont hesitate to reach out. Our HVAC Technical Support Team is available Monday through Friday from 7:00 AM to 7:00 PM Central Time, Saturday from 10:00 AM to 4:00 PM CT, Sunday from 10:00 AM to 3PM CT.

  As a gesture of goodwill, weve issued a one-time credit to cover the shipping fee you previously paid. That refund has already been processed and should post to your account in the next 2-5 business days.

  Were also grateful for your kind words about our team. It means a lot to know thatdespite the delayyouve felt well supported by the individuals youve spoken with.
  
  Please let us know if theres anything more we can do to assist. Were here to help.

  Sincerely,

  Alpine Home Air Products

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I greatly appreciate the restitution that resulted in this situation. Thank you so much for your compassion and understanding. Have a great rest of your day!
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Bought a blue ridge mini split from alpine in 2023 we have had multiple issues with the company the outdoor unit is not working properly I have spent approximately $3000 in service. Alpine want me to spend another $2700 to have a company to work on the system for troubleshooting. The system is covered under warranty and the company will not send me a new outdoor unit to keep me from spending money on service.

  Business Response

  Date: 06/25/2025

  Alpine Home Air Products appreciates the opportunity to respond to Mr. ********* complaint.
  
  We understand the frustration Mr. ******** has experienced with his system, and we genuinely appreciate his patience while we worked toward a resolution. After careful review, we believe we have identified the issue and have sent him the part needed to help restore his system to proper working order. Additionally, we have provided financial assistance toward related labor and refrigerant costs to support him in completing the repair.
  
  We recognize this has been a difficult experience, and we appreciate Mr. ********* cooperation and feedback. If there are any further questions or concerns as the repair progresses, we encourage him to contact us directly so we can continue to assist.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 bought a 3 ton blue ridge package unit. It ran one cool and one heat cycle. The unit had a shorted low voltage wire and burned out the transformer. The float wire was pinched in the indoor blower door. When checking for the short found evaporator coil fins severely damaged with fins ripped off . Called for warranty and sent pictures of fins. Was sent a new transformer. I was told a claim would be filed for damaged fins. After repairing shorted wire and installing transformer unit started up. Now the indoor ecm ***** won't cut off. Runs 24/7. Called warranty sending me a new blower motor. But have not heard about a replacement evaporator Coil. They want call me back and keep running me around. Now I have a leak at the damage area of the evaporator fins. Brand new unit and having to add 410A. Only have ruined for 1 week.

  Business Response

  Date: 04/01/2025

  Thank you for taking the time to share your experience. We're truly sorry for the frustration this situation has caused, and we appreciate the opportunity to provide clarity and support.
  

  We want to acknowledge that there were two separate issues with your system. The first a shorted transformer was reported shortly after installation and promptly resolved with a warranty replacement. The more recent concerns with the blower motor and evaporator coil were reported last week, more than a year after installation, and appear to be unrelated to the original issue. That said, we fully understand how discouraging it is to encounter multiple issues, and weve worked to address each one as swiftly as possible.
  

  We received your request for additional follow-up on the evaporator coil late Friday afternoon and were pleased to speak with you the following Monday, prior to receiving your BBB complaint. During that call, we confirmed that both the blower motor and the evaporator coil have been approved for replacement under your system's warranty. Those parts are currently being processed and are expected to ship within 57 business days.
  

  Based on the actions already taken and the approved replacements currently in process, we believe this matter to be fully resolved. However, if you have any additional concerns or need support during the installation of the replacement components, please dont hesitate to reach out were here to help.

  Sincerely,

  Alpine Home Air Products

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 bought a unit for $1120. After receiving the unit and checking I realize I would not be able to install it where it needed to be. I live in an association and was told where it could be installed. I had no choice but to send it back. I called the company (Alpine) and was told it would cost me $430. and would have to be on a pallet, which the delivery company took with them, when they delivered the unit. I'm 80 years old and had to fined a pallet and place and strap the unit on the pallet. Not happy with the return policy, especially with a product I couldnt use.  

  Business Response

  Date: 02/03/2025

  Thank you for reaching out. We understand your frustration with the return process and sincerely apologize for the difficulty it caused, especially given the circumstances. We appreciate you bringing this to our attention.

  We understand that after purchasing your unit, you discovered installation restrictions that made it unusable. We recognize how disappointing that must have been.

  Our return policy requires customers to cover return shipping costs. While we explored options to help reduce the burdenincluding sharing the cost for an exchange or a direct-to-warehouse returnwe regret that none of these options were ideal for your situation. We also understand that packaging and securing a pallet presented additional challenges, and were truly sorry for the hardship this caused.

  We value your feedback and will continue looking for ways to improve our processes. If theres anything else we can do to assist you, please dont hesitate to reach out.
  

  Sincerely,

  Alpine Home Air Products

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22856763
  
  I am rejecting this response because:

  They are not willing to share the return cost. Im 80 years old and didnt read the fine print. I talked to different people at alpine, and was never informed of the ridiculous return policy. No happy. They should work with me, under these circumstances.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 02/06/2025

  We truly regret that this experience has been frustrating for you, and we understand the challenges you faced in returning the unit. We never want a customer to feel unheard, and we appreciate the opportunity to address your concerns.

  Our return policy requires customers to cover the shipping costs. We sincerely apologize if this was not clear at the time of your purchase. We did offer to share the return shipping costs if you wished to exchange the unit for a different system better suited to your needs. That offer remains available should you choose to move forward with a new purchase.
  

  We recognize that this has been a difficult process, and we truly appreciate your feedback. If theres anything else we can do to assist, please dont hesitate to reach out.
  

  Sincerely,
  Alpine Home Air Products

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22856763
  
  I am rejecting this response because:

  Not acceptable 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Recommended them for years as a secondary option for customers. Had an issue with one for a while I was finally able to pinpoint the issue. When I called in all they could offer was a 5% discount on a new unit. Will not be doing business with them anymore or recommending them to anybody.

  Business Response

  Date: 01/20/2025

  Thank you for bringing your concerns to our attention. We greatly value your feedback and the opportunity to address this matter. Your role as a technician supporting our mutual customer is deeply appreciated, and we are committed to maintaining a positive relationship with both of you.

  Acknowledgment of Concerns
  We understand the frustration caused by the ongoing issues with the mini-split unit purchased in June of 2020. Long-term challenges like these can understandably create disappointment, and we regret the impact they have had on the end users experience and your confidence in our products and post-purchase support.

  Efforts to Resolve the Situation
  While the manufacturer warranty includes specific limitations on shipping, labor, and refrigerant, we remain committed to supporting our customers and partners in situations like these. On January 17, 2025, after a thorough review of the case history, we spoke directly with the end user (our mutual customer) and provided a deeper discount on a replacement system as a gesture of goodwill.

  Commitment to Ongoing Support
  Our goal is always to provide fair and reasonable resolutions that balance the needs of all parties. We would be happy to continue working with you and your customer if further assistance is required, and we encourage you to contact us directly with any remaining concerns.

  Thank you again for taking the time to share this feedback. Your input is invaluable to us, and we remain dedicated to earning back your trust and confidence.
  

  Sincerely,

  Alpine Home Air Products

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Bought a system in 2021. Had it installed and it's been running great. September 2024 my AC compressor goes bad. Due to it being under warranty i called around September 29th and they advised me it will be $175 for shipping and unfortunately the parts are not in stocks and will be available November 1st. I'm living in ******* so I went without AC for an entire month. I even sent my wife and 3 children to live with someone else because of medical conditions and the heat. I call back November 1st- they tell me now it's a new date of Dec 11th. What the? How long do I have to to go without AC? Nearly 3 months because I bought the system from them- I have to get all replacements by them. I surely don't have nearly $1200 for a brand new system? They are willing to give me 5% discount on a brand new system. JUST KNOW IF YOU BUY FROM THEM. YOU ARE AT THE COMPANY'S MERCY IF YOU EVER NEED A REPLACEMENT PART AND THEY DONT HAVE IT IN STOCK.... GOD HELP YOU. Now I am stuck again nearly 3 months without AC and they are not willing to do anything except for wanting me to buy a new system. Ridiculous. 

  Business Response

  Date: 11/05/2024

  Thank you for reaching out. We understand the inconvenience this delay has caused, especially given your familys needs, and we are working hard to resolve this as quickly as possible.
  
  We have been in contact with the manufacturer, and your warranty order has been prioritized for expedited shipment. We anticipate the arrival of your warranty parts and compressor next week, and we willl send it to you immediately upon receipt. To help offset the impact of these delays, we will be waiving the $175 freight shipping fee as a one-time courtesy.
  
  We previously attempted to reach you by phone, but were unable to leave a voicemail. To ensure smoother communication going forward, we've updated your account with your email address and will keep you updated via email. Tracking information will be provided as soon as its available.

  We appreciate your patience and will stay in contact until this is resolved. If theres anything more we can do, please do not hesitate to reach out.

  Sincerely,

  Alpine Home Air Products

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Units advertised as energy efficient, my bill is between $700 - $800 in Winter months. I have had issue after issue with them since I bought them and wish that I could just send them back. Do not waste your money on this product, go with a more well known brand with a better warranty. 3 years after spending over 5 thousand dollars and theyre not working (heating or air conditioning). Their recommendation is to pay my contractor to come out again and troubleshoot. Really, you want me to spend more money on your cheap garbage product, no thanks, Ill pass.

  Business Response

  Date: 11/04/2024

  We understand your frustration with the ongoing issues you're experiencing with your HVAC system, and we appreciate you bringing this to our attention. Our records indicate that after your initial purchase in June 2022, you reached out to us in late 2023 with concerns about one of the indoor units. In December 2023, we extended a one-time replacement of the indoor unit to help address these issues, even though a complete diagnostic process had not been conducted. At that time, we explained that if further issues persisted, we would need to follow the standard warranty troubleshooting process to ensure the best possible resolution.

  Since December 2023, we have not received further information or updates from you or a licensed technician confirming any outstanding issues. Our goal remains to provide you with a fully functional system, and were ready to assist in working with a technician to identify any next steps under your warranty coverage. You are welcome to engage a licensed HVAC technician of your choice to conduct the diagnosis, and our team is available 7 days a week to partner with them in troubleshooting.

  While a full refund is not feasible under the current circumstances, we are committed to guiding you through the warrantys diagnostic process to resolve any remaining concerns with your system.  Please have your technican contact us at his/her earliest convenience.  

  We appreciate your understanding and cooperation as we work together toward a resolution.

  Kind Regards,

  Alpine Home Air Products

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 2 units...they only worked sporadically...had two different contractors work on it and both only worked sporadically...had multiple conversations over the phone with the company.. the last time the person at the company said "So what have you been doing all this time then?" Very rudely...I called in another HVAC guy and it is a complete loss...a total loss.. this HVAC company has never heard of Blue Ridge and it is a total loss.

  Business Response

  Date: 08/22/2024

  ****************,

  We sincerely apologize for any inconvenience you have experienced with your HVAC units, and we are committed to resolving this matter as quickly as possible.

  Since your first report in December 2023, we have worked diligently with your technician to diagnose and resolve the issues with your units each time we have been contacted. Unfortunately, despite our repeated efforts to connect with your technician, we have never received the necessary follow-up to fully identify or resolve the problem.

  After speaking to you again this week, we understand that your technician may have been onsite earlier this week, but he failed to contact us as we had requested, and it is unclear what, if anything, was accomplished. We appreciate your update that he might return tomorrow, and we remain ready to assist as soon as we have more information from him.

  Our primary focus is to get your system fully operational under warranty, and we are actively trying to collaborate with your technician to achieve this. Once we have a clearer understanding of the situation, we will be better positioned to address any further concerns you may have.

  We will keep you informed of any developments and we remain available to assist you directly. Please dont hesitate to contact us if you have any further questions or need immediate support.

  Thank you for your patience as we work to resolve this matter.

  Sincerely,

  Alpine Home Air Products

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had a Mini-split unit installed in our home last April. The unit is under warranty. When I had an issue with the heating aspect of one of the units, I contacted them on Dec 29, 2023. After several emails and replacement of parts and my correspondence with *************************************** suddenly the communication stopped. My email on April 15, 2024 went unanswered. No reply on my May 21 email either.I would like this unit replaced as per warranty.Unit was installed by a contractor. Unable to contact them. Unit is still under warranty by Alpine Home Air Products.Total cost was $6450 for the unit and the installation.My final payment was on May 2, 2023.

  Business Response

  Date: 06/05/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your mini-split unit and the communication breakdown from our team.  After reviewing your case, we acknowledge the gaps in our support and communication. Specifically, we regret that your emails from April 15, 2024, and May 21, 2024, went unanswered. This oversight occurred because the emails were sent to a team member's direct inbox, which unfortunately did not alert the rest of our team to your ongoing issues.

  We understand the impact this has had on your experience and the performance of your HVAC system. To rectify the situation and ensure your satisfaction, we have taken the following steps: 

  Replacement Order: We have arranged for a complete replacement of the faulty air handler. Although our warranty typically covers parts and the compressor, we have decided to cover the additional costs associated with replacing the entire unit to ensure functionality is fully restored.  Your replacement air handler will ship today and should arrive in 3-5 business days.  You should receive a separate email containing tracking information within the next 24 hours.

   Improved Communication Protocol: We are implementing new protocols to ensure that all team members are aware of ongoing customer issues, even if the primary point of contact is unavailable. This will help prevent similar situations in the future.

  We value your business and are committed to restoring your confidence in Alpine Home Air Products. If you have any further questions or concerns, please do not hesitate to contact us.
  Thank you for your understanding and patience as we work to resolve this issue to your satisfaction.
  

  
  

• Initial Complaint

  Date:04/14/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 March 25 2024, I received an email invitation to provide a review for Alpine Home Air of products I purchased in 2023. In return for this review I was to send them my email address and I would receive a $25 Amazon gift card. I submitted the review the same day and notified them by email. I have sent email questions to check the status of the gift card on several occasions since then, but I have received no response or acknowledgment of my emails. I would like them to contact me and let me know the status of this gift card.Thank you.

  Business Response

  Date: 04/15/2024

  Thank you for reaching out and bringing this issue to our attention. We apologize for any inconvenience caused by the delay in receiving your Amazon gift card and our lack of response to your emails. Upon review, we understand that your review was submitted shortly after our March batch of gift cards was dispatched. Please rest assured that our next batch is scheduled to be mailed within the next 1-2 days, and you should receive your gift card shortly thereafter.
  
  We are currently investigating the issue regarding the lack of responses to your emails and are committed to improving our communication. We appreciate your patience and understanding as we work to resolve this matter.
  
  Thank you for your feedback, and we hope to resolve this to your satisfaction soon.
  
  Best regards,
  ***************************
  Customer Experience Manager
  **********************
  

  Customer Answer

  Date: 04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************