Alpine Refrigeration

P.l. S.

We have been an Alpine customer for many years. They have twice installed a furnace twice and an AC unit once. We also get a yearly maintenance contract with them. We have found them to be professional, reliable, honest and competent in their work. I trust them. Obviously we would not have remained their customer for so long if we didn't believe this.

Daniel K.

Robin of Alpine Refrigeration responds to my previous update as follows:

""Updated 10/7/21 in response to latest post:
I am glad you seemed to have solved your problem. It would have been great if you called me or the office to report the findings, instead of trying to further disparage us on Yelp. It's too bad you didn't give us a 5 star review on Yelp back in April we came to your home (just 7 days after your very negative reviews) to fix your air conditioner within 12 hours.""

Let's address each of these points:

""I am glad you seemed to have solved your problem.""

I had explained how to solve my problem (clear the pilot burner orifice) when I placed the very first request for service on my furnace. Where is my apology for the multiple false representations that were made and the abusive way I was treated during the interaction I described? Where's my refund for the worthless service call? My repair proves that I was 100% correct in all respects, and Alpine was 100% wrong. This can no longer be debated.

""It would have been great if you called me or the office to report the findings, instead of trying to further disparage us on Yelp.""

My update was for the readers of my previous posts on Yelp so that they would have vital additional facts that proved my earlier representations were correct and Alpine's were not. Given the abusive manner in which I was addressed by the service manager in my last phone call with Alpine about this problem (after which I was hung up on), is it any surprise that I was not eager to call and further discuss this same issue?

""It's too bad you didn't give us a 5 star review on Yelp back in April [when] we came to your home (just 7 days after your very negative reviews) to fix your air conditioner within 12 hours.""

This statement is both false and omits crucial information. I was forced to call Alpine for a warranty repair because the new air conditioner you had installed had failed, and furthermore, you did not fix it within 12 hours; that's simply false, as a check of your records will show. In fact, it took multiple visits to repair the defective unit you sold me and installed. Why would you expect me to leave a five-star review for a required warranty repair that took multiple visits to fix a defective air conditioner you sold and installed?

The bottom line is that I had had a long and positive relationship with Alpine until they destroyed it with an absolutely abominable handling of an extremely simple service call and its follow-up (and, I repeat, Robin has always been polite and has attempted to be helpful). Alpine has still not apologized and acknowledged its grievous mistakes and misrepresentations, which are now indisputable, and I'm very disappointed in the owner for allowing this situation to get to this point when the path for making this right was clear -- and now is even clearer.

I R.

Been with Alpine for over thirty years. Always great, prompt, and accurate service. Will continue with them for as long as we own our house. These guys really know their stuff!

Susan K.

We are very happy with Alpine. We have been using them for years and just renewed our contract once again! They are very reliable.

Jeff R.

Alpine replaced our AC and Furnace last week and did a superb job.
Communication with the company representatives has been clear and excellent. The installers explained the steps they took clearly during the installation and were responsive to questions.
Follow up by the company has also been excellent.
Highly recommended.

Allen W.

My receipts from Alpine go back to 2009. I have made notes to myself each time- Whether Brian, Dan, or most recently Troy, I have always noted that these guys were curtious, thorough, really knew their stuff, cleaned up after themselves, and were overall a pleasure to work with. The prices were fair and I never have exprienced ""sticker shock"" when given a quote. I highly recommend them.

Allen W in East Brunswick

Howard M.

A friend of my wife had a recent flood in her basement from a leaking old hot water heater. This got me thinking that perhaps our almost fourteen year old hot water heater should be replaced prior to something unpleasant happening. I received a few estimates and decided to go with Alpine Refrigeration since they did such a good job in replacing my 23 year old Trane Air Conditioner this past summer.
A new 40 gallon AO Smith Hot Water heater was installed yesterday and I could not be happier with how quickly the installation was completed. Erik and Jerry were true professionals. One of the things that I learned in researching hot water heaters is there is a difference in quality in hot water heaters that are sold in big box stores vs the same models sold by professional contractors.

Chuck S.

VERY DISAPPOINTED with ALPINE REFRIGERATION CO

On a Wednesday in August a unit at my rental property experienced a central AC failure. The unit stopped working. I called Alpine Refrigeration and was told the blower motor needed replacing. I accepted the estimate. The AC motor was replaced at a cost of over $500 and the unit started working again.

Within 48 hours, the unit froze up with ice built up on the pipe and inside the unit. SEE PHOTOS BELOW. I had a different repairman come to inspect the unit.

This new repairman checked the refrigerant level and THE REFRIGERANT WAS LOW... a common cause of such freeze ups.

He said the refrigerant level was obviously NOT checked by the Alpine repairman... and further stated the blower motor was possibly not the original problem and may have been replaced unnecessarily or that melting ice from a prior freeze may have entered the motor and damaged it. This repairman stated refrigerant levels should always be one of the first things checked on any AC service call.

I contacted Alpine by email and discussed the problem and requested a partial refund of the bill, specifically a refund of the labor portion of the bill. They did not agree to that resolution and disagreed that the refrigerant should have been checked.

Via email Alpine stated:

""...the complaint was no AC. His original diagnosis was the blower motor and run capacitor. Once replaced, the unit was operating normally. There was never a complaint of freezing or warm air, which indicate a refrigerant leak...""

I responded by email:

""The refrigerant level was NOT checked by your technician....
There is no excuse for not checking the refrigerant level.

In a follow up email the Alpine representative stated :

""A motor failure is not magic and is a very clear item; bad bearings or winding problems are self-evident. Troy confirmed that the unit was up and ruining as soon as he made the repairs and all indications were that the system was working properly. The proper lines were cold and the system was cooling.""

I responded:

""... checking the refrigerant is 'AC Repair 101.'
Your repairman should have checked it. He failed to do so.""

THE BOTTOM LINE:
It is stunning that Alpine would NOT admit that they should have checked the refrigerant level. Once Alpine's representative suggested that checking the refrigerant was not called for in this situation...I ended the communication as further discussion would have been pointless.

Sara L.

These folks are the best! They come when you call them, they are easy to contact, they return calls quickly and they always show up for their appointments. We have been customers for the 25+ years we have lived in our home and they have serviced, replaced and worked on our heating and air conditioning units. Love working with them.
They send the same person out to service for our annual contract so I never have to interrupt work to show them where things are and how to get to them, that is a huge bonus in my book!

Sandra L.

Our AC broke on a Sunday night during a heat wave. Less than 24 hours later it was fixed and serviced. They are prompt, professional and very skilled and knowledgeable. The office staff is polite and responsive. Turned out the unit, which they had installed 12 years ago, needed some parts and refrigerant, which had leaked. The technician even did a quick check of the furnace. Very pleased with their service. We wouldn't use anyone else.