Complaints

This profile includes complaints for Alpin Haus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Alpin Haus

  1863 State Highway 5S Amsterdam, NY 12010-8175

  
• 

  Alpin Haus

  30 Gordon Lane Gansevoort, NY 12831

  
• 

  Alpin Haus

  PO Box 859 Amsterdam, NY 12010

  
• 

  Alpin Haus

  22 Clifton Country Road Clifton Park, NY 12065

  
• 

  Alpin Haus

  4850 State Highway 30 Amsterdam, NY 12010

  

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:08/28/2023

  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.

  Alpin Haus originally fitted us with the wrong hitch for our SUV and was going to rectify the situation by picking it up and replacing it. As part of this, they wanted me to blue tape the cosmetic issues. I was putting tape up and got fiberglass in my hand. I took my flashlight on my phone and searched the wall and realized that the walls, blinds, bed, everything was covered with fine shards of fiberglass. After much panic, including calls to the pediatrician because my 4 year old slept against that wall, we get in contact with Coachmen and they tell us that shouldn't have happened and they will work with the dealership to rectify the situation.
  
  At this point, I think it may be salvageable. Until I start the clean up for everything that was inside the camper. We have to clean or soak or toss EVERYTHING. I have fiberglass stuck on items like oven mits that were just sitting in the cabinets. I have to soak and double wash everything (bedding, clothing, towels, stuffies). I have fiberglass in my dryer. I have to use gloves to remove the lint trap. It's 5 days of inspecting everything and trying to make it safe, because our dog got a piece in her nose and I want to make sure nobody else gets hurt but my kids are still finding pieces in their feet that have been tracked in from being in the camper.
  
  I'm also going down the parental shame spiral of finding out how hard it is to get rid of. Now my super excitement for taking the kids on adventures is tainted with me feeling like a horrible parent for having them sleep in bunks that had fiberglass stuck on the wall. So despite Alpin Haus cleaning the camper and getting replacement mattresses, I still feel like its unsafe due to manufacturing. The best Alpin Haus offered us was to sell it on consignment at a loss of 14K for us. Unbelievable that something that was a dangerous situation is on us. We used it 2 days and it's been on Alpin Haus's lot since last week. Our original purchase date was 7/31.

  

  Business Response

  Date: 09/01/2023

  We've been in touch with both the customer and manufacturer and have a resolution in motion.

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service 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.

  In July I was working with Salesman Scott and Account Manager Matthew to purchase a camper van. I was undecided between 2, a 2022 ******* 20J and 2023 ******* 20A, but Scott stated there were no major differences.
  
  8/5 I purchased the 20J. Same day I received a walkthrough by Sean, who had a very hard time demonstrating how to convert to the bedroom and Scott was called. He disclosed a difference between the vans was the back doors of the 20J had to be open to complete the task. This is a big oversight on the Salesman’s part because it is a Con factor to Buyers. I would have selected the 20A. I commented and Scott said “Oh well!”. Additionally, approximately 12 items to replace or repair were identified.
  
  8/10 I called 3-4x to support on electrical issues that was not previously identified. There are notes to replace the batteries, and I was referred to the dealership. I called Matthew but no return call, so I texted Scott I wanted to return the van. Scott fwd me to service reps but did not advise the return policy.
  
  8/11 I emailed Matthew a summary but no call back or reply, so I got in touch with another Account Manager, Paul by 8/14. I asked Paul to investigate as I felt I was mislead to purchasing the wrong van and I was willing to work with them. Please know we also spoke of processing a Lemon Law Claim because of the amount of replacements/repairs grew to about 15 items.
  
  8/16 Paul let me know he confirmed with the named people I was mislead and apologized for Scott. He stated it was a "unique situation” because the van’s value depreciated when I purchased as the 1st owner. He said he would follow up with the GM (name not provided) on the price difference.
  
  As of 8/25, I have not heard from back from Paul and have left 1 voicemail on 8/15 and 1 message with the office secretary (name not provided) on 8/24. It is less than 30 days since purchase and I am still willing to work with them but I need someone to return my calls. Can you help me??

  

  Business Response

  Date: 08/28/2023

  We reached out to the manufacturer to clarify the bed operation. The rear doors do not have to be opened to convert the bed. If they do that means that something will need to be addressed for it to operate as designed. We then called the customer to let her know and have scheduled an appointment to address the warranty concerns and order any necessary parts. 

  Customer Answer

  Date: 08/30/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/28/2023

  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 used this RV dealer to repair minor problems with my brand-new camper. They were supposed to fix my AC unit due to it not working and fix some minor repairs as well as winterization as they had the unit over the majority of the winter and replacing the outdoor stove. My husband and I returned to this dealer on multiple occasions when were told that the camper is ready for pick up to only go there and nothing was ever done besides the AC and the outdoor stove. After speaking with the manager there our work was finally completed, and they had the camper dropped off to our residence. When we got the camper back it was absolutely disgusting it was so filthy on the inside with dirt and mud and both indoor and outdoor fridge was covered in mold. To top it all off we turned our TV on and the screen was completely smashed. To continue we used our camper for the first to not only realize that the AC unit is still not working. It freezes over and starts blowing hot air. I refuse to go back to this dealer because I simply do not trust them. They also hit and dented the side on the camper while moving it in there parking lot. And they broke my parking cable and submitted it through my warranty without even telling me before it was done. I had a family member take a look at the AC unit and they never cleaned the filter he confirmed with ***** that the unit was replaced but when he opened up the vent the filter was never cleaned and there was a bunch of tape that was stuck to the back of the AC vent on top of the defroster wire being unplugged. I have been in communication with the manager there his name is Matthew H********* and he is agreeing to replace the TV i'm not even fighting with them on all the things that went completely wrong. He told me via email that my TV would be in by the end of the week (two week ago) i've been emailing him and no response so now i've absolutely had it and a complaint needs to be filed. What a terrible experience!

  

  Business Response

  Date: 06/29/2023

  Dear ******** ********I apologize for the lack of communication;  we have
  received the new tv to replace the damaged tv you reported. I would like to
  also offer to deliver the tv to your home and  offer to detail the
  interior and exterior of your camper at our facility as good will no charge. Thank You,Matthew H********* | Service Manager

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  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.
  
  I've submitted a complaint about this business recently and we did come to an agreement with them offering to detail my unit inside and out and they did replace my tv that was broken while in their care. My husband and I used the camper on July 4th and wanted to try out the stove in the outdoor kitchen which was replaced by Alpin Haus in Port Jervis, NY. It worked for about 2 minutes before noticing that the control knobs were melting while in use, my husband and I went over to the stove and noticed the entire bottom of the stove top was engulfed in flames. My husband quickly removed the propane connection to the stove or else our entire camper would have gone up in flames. I've reached out the service manager Matthew H********* and he claims that the stove was tested out after installation and that he has a completed work order that says so. I do not believe him as on three occasions my husband and I were given completed work orders that work was finished on the camper and ready for pick up to only arrive at the dealer to see that nothing was actually done. I've had enough with this business, and I will never return there to service my unit. My experience has been nothing but one failure after the other. I no longer want my unit detailed by them any longer as I have lost all faith with this company. I spent over $200 to have my camper winterized there and I would like a full refund of that please ASAP. ***** authorized our HVAC guy to fix our unit and Matthew H********* specifically told my husband that to tell the person who worked on the unit to provide and itemized bill and that he will get our warranty to pay for his labor. On 7/11/2023 Matthew emailed me stating that he found out through his contact at ***** due to third part repairs that it will have to be submitted straight through *****. So again, telling us they will do something and then turning around and telling us another story. Refund
  
  Regards,
  
  ******** Dalphus

  

  Business Response

  Date: 07/13/2023

  Dear ********,
  We have spoken to your husband about this matter that you
  are dealing with now in regards to your stove. We have goodwilled the stove at no charge to you to; address your concern with the stove. We have placed the stove
  on order and we have discussed that it would be 5- 10 business days before it
  arrives. Again, we do apologize for the disconnect and we want to be of help to
  you.
  
  Thank You,
  Matthew H********* | Service Manager
  
  36 U.S 6 Port Jervis NY, 12771 

  Customer Answer

  Date: 07/13/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/13/2023

  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.

  We contracted Alpin Haus to build our pool beginning October 11, 2022 and were given a completion date of two weeks. Alpin Haus did not build our pool according to our contract. Workers of Alpin Haus poured the pool bottom in the rain causing damages to structure. Extremely poor workmanship has been performed with little to no efforts made to repair. My pool currently sits uncovered,unfinished, and full of snow today. I've have reached out to Alpin Haus and have received little to no communication in return and have not reached a resolution.
  
  -Deep end height is not built according to contract and currently sits at 8ft. 4in
  -Stairs and sunledge not built according to contract and as agreed built with stone and not concrete fill
  -Damages in the shallow end going down to the deep end
  - Lights are not aligned on the back panels, as requested
  -The shape on the deep end is slanted
  -Lines were not plumbed correctly
  -Also, pool was not plumbed with sufficient return lines, and there are no return lines in the deep end
  -Half inch gaps between each piece of channel that the liner sets in
  -The walls that were repoured are not attached to the base and quickcrete was used in the creases
  -No Vacuum was provided, we would prefer to receive a credit for this

  

  Business Response

  Date: 03/14/2023

  To Whom this may concern,   Alpin Haus has been in contact with the ******* family regarding the remaining work to be completed.  We have responded in written email that the pool is currently 85% complete and that we will be back in March or April to complete the pool.  As a company we always strive to go above and beyond with all of our customers and this pool project is no exception. I have attached 1 email to the *******'s showing this.  We have also had other communication stating that we are prepared to finish the pool along with addressing any concerns or questions that have come up throughout the pool build.   

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  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.
   Regards,
  ******** ******* I would not agree that the workmanship was done accordingly. Also, when the site visit took place none of the Alpin Haus representatives agreed that the work was done accordingly (one individual was shaking his head while Jaime offered an apology). A site visit was held on 10/31/22. *** *****, from ******** pool was present. His title is Regional Sales director and has been with ******** pools for 3.5 years. Jaime and I, ******** did most of the conversing. Ken who spoke minimally provided suggestions to Jaime on how to go about the repairs that needed to be made. Specifically, pertaining to taking out the 3 back walls of the pool. Ken did state that he "understood where I was coming from that our pool was not built according to contract and was not built with what was paid for". Ken did not have much more to say other than guiding Jaime on repairs. In my personal opinion, Ken took neutral position where he did not want to get involved. I have attached 3 photographs from the removing of the walls, my concern that I brought to Jaime's attention during the meeting was the "tops of the walls were hollow":. As seen in the attached photo the top of one wall was about 1 inch thick. An Alpin Haus employee tapped it lightly with the crow bar and it caved. With regard to the pool lights, Although Alpin Haus installed them on the wall that I requested. They did not evenly space the lights as I asked. Where the seems meet, they were still able to space them evenly without placing near the seems. My other major concern that I brought up was the large indentations and dips throughout the pool that still remain.  During the meeting this is what was agreed upon. -Jaime stated the three back walls would be jack hammered out and re-poured-Jaime stated the pool bottom and sun-ledge and stairs would be grinded down and skim coated to make all areas level. -Letter of warranty would be provided for all repair work and for the sun-ledge and stairs In a good faith effort to work with Alpin Haus.  I agreed to the repairs with the understanding that a warranty would be provided for all of the repair work that was being done, and also warrantying the stairs and sun-ledge as they were not built according to contract. Jamie agreed that  a "letter of warranty would be provided" He also stated " I could include any verbiage as Aplin Haus stands by the work that they do " I was acceptable to these repairs with a letter of warranty for sufficient period of time. I was very clear with Jaime that I would not accept the stairs and sun-ledge, and skim coating the pool if a warranty was not provided. When Alpin Haus employees returned to do the repairs. The knocked out the walls and re-poured them. Alpin Haus employees were NOT able to do the repairs pertaining the the grinding and skim coating of the pool, sun-ledge and stairs. They communicated that there method of using quik-crete did not work and the product was not sticking to the existing surface. After attempting the repairs they left and did not return. I emailed Jaime asking about the "letter of warranty " and explaining that Alpin Haus employees were "unable to make the repairs that him and I agreed to". I did not receive any response back as to what the plan of action is to fix the pool and have not receive any "letter of warranty"  The problem this entire time is we made an agreement and Alpin Haus is not following through. A warranty was not provide and the repairs were not complete. I as a customer am asking what your plan is to make the appropriate repairs as discussed and agreed. Also, If a letter of warranty is not provided as agreed, the stairs and sun-ledge need to be built according to our contract as initially agreed upon, and the bottom re-poured.   I'd like to mention, in our back yard we have several cameras the are both video and voice enable. The meeting on October 31, 2022 lasted 57 minutes  and the entirety of the meeting was voice and video recorded. In a better effort to attempt to resolve this matter I can reference back to the video to prove what was discussed. ********

  

  Business Response

  Date: 04/20/2023

  ******* and ********,   In an effort to move everything forward and give you the peace of mind that you are looking for, please let me know what verbiage you would like in the letter on the workman ship for your pool. We do stand behind the work that we do and have done so for over 40 years. At this point, the back wall has been repoured and the bottom of the pool, sun ledge and stairs need to be scraped, ground and/or resurfaced to be ready for the liner. The process going forward will not be any different than that of any other job that we complete. I have the full confidence in our team and know that we will finish this project for you. As I have stated in some of our correspondence outside of the Better Business Bureau service, we will come in and use our methods of resurfacing the bottom in which we will stand behind. We just need your authorization to do so. Again, I hope that we can move forward and get your pool scheduled for completion.   Thank you, Jamie

• Initial Complaint

  Date:01/10/2023

  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.

  went to buy a boat pontoon boat was given a price of 26000 gave a deposit of 1000 dollars. by the time they added there fees the boat was over 37000 asked for my deposit back told me i would recieve it back in 2-3 day's its been 3 weeks and i haven't gotten it yet. i called several times the manager said had to wait for the check to clear i checked with my bank the check cleared on december 28th its january 10 and i still don't have it back should i file a claim in court or how do i get my money back from these crooks

  

  Business Response

  Date: 01/11/2023

  We do wait to send deposit refunds until we know check was cleared.  A check for the deposit was sent out on January 9th.   We are sorry for any confusion.  Tracker boat pricing is factory pricing nationally and all charges for prep, freight, trailer, cover plus applicable sales tax are standard.   

  Customer Answer

  Date: 01/12/2023

  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.  
  
  Regards, i was told the check was going to be held 2-3 business days it was cleared on December 28 I think there practice to hold your money is unjustified and they need to communicate with there sales instead of lying to hold your money for there use 
  But i will except there excuse and clothe case 
  ***** *******

• Initial Complaint

  Date:11/09/2022

  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.

  When purchasing a camper from this company, an extended warranty was offered with the knowledge it was refundable if not used within a certain timeframe. I contacted the salesman (Greg C****) and spoke with him about it. He stated it was refundable and sent me a form to fill out. I filled out the form and sent it back to him on 7-18-22. He acknowledged receipt of the form via email and he was passing it on. I emailed again on 9/29/22 to see if there was any word on the refund. He emailed me back to contact the business manager Jim B*******t. I emailed him directly with all of the same information, and still no response. It is now November and i cannot get anyone to return my calls or follow up on the processing.

  

  Business Response

  Date: 11/11/2022

  A refund check was sent to the ****** on 11/7/22.   Unfortunately it takes awhile for the extended service contract company to process the refund requests.  We will follow up with them today to let them know.  

  Customer Answer

  Date: 11/14/2022

  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.  
  Regards, And Happy Holiday's 
  
  ******* ***** 

• Initial Complaint

  Date:09/19/2022

  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.

  6-3-2021 we purchased a 5th wheel ******** ****** from Alpin Haus.
  we paid a good price for a camper that was according to them in mint condition.
  
  We took deliver 6-3-2021 - by July 6th or before we noticed the refrigerator was not working.
  the shades were broken, the fan in the kitchen didn't work among other things. The refrigerator was and still is the most important issue here along with fact that they charged my credit card without my consent. i am trying to handle that situation with my credit card company, but i want other consumers to be aware that Alpin Haus is not just keeping their credit card on file they are actually charging the credit card without a signature for each individual transaction, which I think is fraud. you can hold it but, DO NOT CHARGE WITHOUT MY SIGNATURE.
  we bought a 45000.00 camper the refrigerator should work. we also have a FOREVER warranty that they assured me would cover the new refrigerator, but because they say they couldn't get it to make the sound that they are not replacing it. (I slept in it every weekend this summer and the noise is there and loud.) I wouldn't lie about something like this.
  
  I can never get a st****ht answer out of these people. Every time I call everyone is busy.
  I JUST WANT THE REFRIGERATOR REPLACED AS IT SHOULD BE SO I DONT HAVE TO TAKE THE FOOD OUT EVERY TIME WE CAMP AND PUT IT BACK IN JUST 5 DAYS and THE NOISE IS TERRIBLE. This is not how it is suppose to work.

  

  Business Response

  Date: 09/23/2022

  ***** *****’ s service history indicates a
  service call was made on 8-9-2021 work order # ******** to diagnose the
  refrigerator noise. The fan noise was normal at that time and the inside temp.
  was 34 deg which is good and there was no charge to the customer.          A customers signature is not
  required to authorize service work or payment. A customers verbal approval
  including the date the approval was received, dollar amount, customers name
  authorizing the work along with the method of payment in this case a credit
  card to be charged when the job is completed. The Warranty Forever does cover
  the refrigerator and on work order ******** job#2  9-29-2021 the refrigerator cooling fans were
  replaced at no charge to the customer.    On
  4-13-2022  work order # ******** we received ***** *****’ s approval for
  $420.23 with the credit card information as a method of payment. The
  authorization was for Forever Warranty inspection and a New York State safety
  inspection total charges were $220.92.  Alpin Haus does not store credit
  card information, Authorize.Net is a United States-based payment
  gateway service provider allowing merchants to accept credit card payments, ************* is a subsidiary of **** Inc.      We have
  contacted ***** ***** and set up a service call for Friday October 7th.
  ***** ***** said the refrigerator is still making a noise. The service call and
  any repairs needed will be done as goodwill or no charge to ***** *****.Thank You,Ron
  C**** | Director of Fixed Operations Ph: ###-###-####| Fax: ###-###-#### PO Box 859, 1863 State Hwy 5S, Amsterdam, NY 12010 www.alpinhaus.com | ************************** RVs | Boats | Pools &
  Spas | Skis &
  Snowboards | Snowmobiles  

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.I will be satisfied when the refrigerator is fixed. i have agreed to have them come look at it for a fourth time and I made myself very clear it needs to be fixed.This is not resolved yet and through past experiences with the service department I am very nervous that this is just another visit. when it is fixed this problem will be resolved.on another note the repairs that Mr. C**** is talking about i have attached.  the service agreement was for a forever warranty (which i just discovered i don't have anymore) never really explained to me that i was responsible for sending it in. after reading the repair order i do see that now.  the work order was invoice number ******* - for 220.92 and i paid it with check number **** on 4/23/22. Then two months later in June they charged my credit card that they say they don't keep on file for another 190.00. When i called Mr. C**** to ask why he told me there was a line B. Well i found ******** and the amount due is 0. So once again why was i charged. PLEASE SEE ATTACHED.
  Regards,
  
  ***** *****