Alpine Aluminium Anmeldelser 

Low quality windows and installation and extremely unprofessional service!

BAD INSTALLATION: We have just had three windows installed and they are terrible and unfinished. The installation team were rude.
- One window is too small for the opening and they have added a plastic cover over the gap which looks unsightly.
- one window panel is misaligned within its own frame.
- some of the window frames are damaged but were still installed anyway,
- one window had a broken glass unit which they said they will replace next week.
- the mastic sealant has been done really badly.
- cills are missing caps
- the inside junction of the windows is a complete mess.
Despite this, the rude installation team wanted our contractor on site to sign off the works! He was really pushy and rude.

PAYMENT:
We were asked to pay most of the cost upfront and now we are really worried, especially since they are very slow at responding and after reading the reviews on this website.

SERVICE AND LACK OF COMMUNICATION: Once we paid the deposit, the team completely ignored our queries. After calls and emails were unanswered, we made complaints to the logistics manager, Andrew, who we were dealing with, no one was able to tell me who I can complain to. he eventually replied without acknowledging our complaint and without an apology. After this we were ignored again and this time we were told that the main manager who would deal with issues is Carol, who we then wrote to but did not get aresponse either. The whole process has been extremely frustrating and the windows are really expensive for the low quality of service and product!

We paid a deposit for our new ALUK sliding doors in March 2018. AA attended and undertook 2 site visits to survey. Out of the blue AA then cancelled the order in October 2018. To get the order back on track the price went up by nearly £5k. We were desperate so agreed to this. We foolishly also ordered a roof lantern from them as well. They cancelled this order 2 days before installation as their supplier had ceased to do business with them. Our doors were due to be installed this week on Thursday 6th December. They first tried to make us pay an increased incorrect deposit which was based upon the cancelled roof lantern, then they sent an updated contract on the Friday before installation wanting payment of all the money before installation took place. We suggested 50% before and 50% on the day after installation. We were so nervous as they had failed to provide any evidence of successful installations elsewhere and all reviews below were exactly what we had experienced. Low and behold 3 days before installation they cancelled the order.

They have totally ruined our 2018. We have 3 young children who are living in a house which is ice cold and not secure, and they genuinely couldn’t care. They have ruined our project forcing a delay of its completion by months.

AA are the worst of the worst. Incompetent, rude, deceitful individuals who have sought to obtain monies under false pretences. They clearly have major financial issues as their suppliers are pulling away from them, and it is clear that they had no intent on delivering anything they just wanted payment.

Josh is a joke. He called once during the 9 months of painful discussions - always unavailable. When he did call he had no idea of our order and took no responsibility. Company House has them down as a new company with no financial stability.

Stay away they will genuinely ruin your year and your project.

AVOID THIS COMPANY
Firstly only 1 star because i have to enter a star.
Simply;
Order process relatively simple.
Payment process bad - tried to over charge me on the balance payment.
Delivery process disgraceful - promised a delivery date, changed at last minute. New delivery date arrives and up until 4pm that day they stated was on truck, 5pm stated delayed as Glass not upto standard.
New date arranged, doors and units delivered, Glass units not finished.
Customer Service non existent - spent hours on the phone being passed about. Customer Service person continually failed.
After reasonable time and remedies asked for by email have to resort to Legal Claim. Josh replies with ridiculous email, as did the aftersales department, calling me slanderous...No certification for Building Control supplied with units which is standard with proper Glazing Companies.
An absolute joke of a company who lie, are not interested and clearly do not learn from their failure.

At the start of June Alpine Aluminium installed a set of windows and a sliding door in my house. The trouble was the installation team arrived with one glass panel broken and they promised they'd return within 2 weeks with a new one.
Now that I'm writing this review it's nearly 5 months that my house was left not weather-sealed and they still haven't come back.
In this time I've called them dozens of times. On one occasion I managed to get their aftersales and logistics manager Andrew Kelleher on the line who promised to fix it by mid September. That alas turned out to be a lie.
Then they promised to fix it on 19 October but on 17th I got a call saying that I shouldn't wait as their van's broken down and that they would contact me once they rescheduled. Needless to say no one's called yet.
They boasting a 15 years guarantee on their product but based on this and other similar reviews (some of which you could find on alternative websites) of how they deal with problems you can judge yourself if you can rely on it.

CRAP
There name should be FRAUD STAR ALUMINIUM
Never ever use them. absolute cowboys. Should be banned from the industry, A big black spot in the name British Manufacturers. The industry standards should review those cowboy companies and stop them trading any more.

I’m so disappointed with your Customer Service that I can’t find words to describe it. Over a year ago we paid over £7.5k for our bi-folds and the broken lock still hasn’t been fixed. You wanted to charge us additional £600+VAT for steel covers which we refused to pay the full price for as they arrived scratched! As a response you just refused to give us a warranty for the door which were a separate order and you have no right to do! Since then you are not replying to any of my emails and phone calls. Honestly, I’m surprised that you are still in business. Decision to go with you for our door was the biggest mistake we could ever do. DO NOT USE!!!

Too long/don’t want to read?: AVOID THIS COMPANY; provided reckless guarantee of installation date; went back on it; sent combative and unapologetic emails containing inaccurate legal information; ignored attempts to contact, leading us to pursue a refund through our credit card company, which was ultimately accepted by Alpine.

Our experience with Alpine was the worst of any company we have ever dealt with. Whilst some reviews below report positive experiences, I believe that a company can only really be judged by its response to any problems that might arise. If you’re with Alpine and everything goes smoothly, then I’m sure you’ll be happy with your product. However, our experience suggests that when things go wrong, they go REALLY wrong, and that management within the company do not have the capacity to deal with the fallout.

We wanted two sliding aluminium doors for a highly time-pressured project. We were talking to a number of companies, including Alpine. Pre-sale, Natasha at Alpine was helpful. However, when we decided to go with another company, she suddenly stated that she had “spoken to her manager” and could “guarantee” an earlier installation date. This guarantee was confirmed and double confirmed in writing. So, Alpine got our business.

However, following site survey (and when we were on a family holiday), we received a two line email from Josh Parkin, Alpine general manager, stating that our date of installation would be *weeks* after what had been guaranteed! There was no apology or acknowledgement that this was contrary to what had been agreed. In a follow up email, Josh stated that we had no right to be disgruntled because the stated installation date was within four weeks of survey, and this was industry standard. No apology. Essentially - tough.

We took legal advice, and spoke to Trading Standards. Both agreed that there were grounds for pursuing this matter through the courts, in accordance with consumer legislation including the Consumer Rights Act. But when we emailed Josh back to request a full refund in line with this advice, we received a long email written in a combative and quasi-legalistic tone, claiming that the Consumer Rights Act doesn’t apply in this case because regardless of any stated guarantee, the installation date was still “reasonable”. Josh offered us either to have the doors installed anyway, or cancel and incur a £500 penalty, as if the guarantee meant nothing. But, what Alpine had guaranteed was pivotal in us buying their product. This kind of situation is exactly why consumer legislation exists!!!

And this was then the last we heard from Josh – he stopped responding to emails and could not be contacted by phone. He wouldn’t even respond to acknowledge that we wanted to cancel the order. Cue three horrible days (during said family holiday) trying to resolve this issue from abroad. Office manager Rebecca took a lot of the calls. She was relatively sympathetic on the phone, but consistently failed to return calls or emails when she said she would (I didn’t receive a single call back from Alpine during this farce), and in the end merely confirmed that we could cancel but would still be liable for the £500 penalty.

We were advised to pursue the £500 through the courts. But in the end, it didn’t even need to get as far as legal action. Our credit card company returned the £500 due to something else that Alpine did (or more accurately didn’t do) at point of sale. Needless to say, Alpine didn’t contest this.

Alpine caused enormous amounts of stress and ruined a family holiday needlessly. Whilst the delay in the doors was stressful and caused big logistical problems, the woeful customer service following this was unforgivable. Josh Parkin came out of this situation looking very bad indeed - his unapologetic, combative and blunt emails, combined with his questionable knowledge of consumer rights legislation, created the impression of an arrogant, inexperienced individual who is out of their depth in their current role. And then, to “go to ground” – failing to respond to emails and calls in relation to a matter like this - is wilful. We would be very happy to share Josh’s emails with any potential Alpine customers so you can judge his approach to customer care for yourself.

It is only because we received external advice that we were able to receive the refund we were advised that we were legally entitled to. I feel bad for customers who have had similar experiences but may have taken Josh’s emails at face value. I hope Trading Standards work with Alpine to improve their processes. This company currently presents a risk to consumers.