ComplaintsforApex Restoration DKI - Huntsville

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof repaired by Apex at the advice of our insurance company at the time. It has a five year warranty, and less than a year later it began leaking in the kitchen. We have been getting the runaround on getting it fixed since May of this year. It has since leaked more into the house, causing damage to the ceiling and to the cabinet.

  Business response

  12/20/2023

  This is the email between our Project Manager, ***********************, and **************** below. They have been communicating and working to a solution. Thanks, *****************************

   

  Good morning,
  
  I just replied to *************** , her last email stated that she will buy the material needed to fix her roof due to it is the portion of the roof that was not covered by insurance.  The back slope of the roof is the portion of the roof that they replaced and did not pay for new vents, just shingles.  The vent is the portion that is defective and she is going to purchase a new fent a 1 bundle of shingles so our roofer can go there and replace.  Once that is complete we can send up the estimate for the interior work for War due to the leak.
  
  I emailed her and I also told her I would call her today as well after I get everything sent to her.
  
  V/r
  
  ***********************
  Huntsville AL  Project Manager

  Customer response

  12/21/2023

  Im trying to understand why we have to pay for this vent. The vent was not a problem or damaged until the roofers replaced our roof, its obvious that they damaged it or it wouldnt be leaking at all.  We have a bundle of shingles left from the repair and the company is aware that they are welcome to them. If we have to pay for vent that the roofers damaged, then so be it. We just want it fixed ASAP! And as far as the location of the leak, that was verified in Oct. that has not been the reason for the delay as company is stating. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi this is ***************************** Apex Restoration DKI in Huntsville ******* did a terrible job on my house they mess up everything in the house and they got pay from USSA they did a terrible job I would like some money for the damage and repair they did to my home at the time we had water damage it been a while we haven't the same problem

  Customer response

  07/19/2023

  Hey this is ***************************** the  place is Apex DKI in Huntsville ******* ****************************** Huntsville ******* *****

  Customer response

  07/29/2023

  No.I have not OK  I need my money they owe me for they wrongdoing they did a terrible job  

  Business response

  08/01/2023

  Hello, I have spoken to the Project Manager, ***********************, in Huntsville. This issue has nothing to do with Apex. ****************** copied the email Apex got from Contractor Connection who assigned us (Apex) the job which states it was the homeowner's issue.

  Thank You, *****************************

  
  Good Day,
  After review of the file there was no hose replaced on the A/C unit. The electrician was hired to reset and recharge refrigerant only. No physical work was completed on the A/C unit. The issues the insured is experiencing with the A/C (line blockage/wrong hose applied) appear to be homeowner maintenance issue. I will be following up with the insured to advise I will proceed with closure of the file.
  
  If you have any additional questions please feel free to reach out.
  
  Thank You,
  ********************
  Issue Resolution Coordinator II Contractor Connection
  ******** & Company

  Customer response

  08/02/2023

   
  Complaint: 20338796
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************; they did a terrible job on everything

  Business response

  08/09/2023

  I spoke with ******, the Project Manager, again.

  This is what ****** said:

  "So, my information on this one is a little bit limited because I wasn't here when Apex did the job. But from what I know the homeowner called the insurance company and opened up an issue resolution. Once I looked into it, the homeowner was stating that her air conditioning was leaking again and causing damage. I looked back at the original job, and we did NOT replace the *** The insurance adjuster looked into it and said these issues are not the fault of Apex and told me they were calling the homeowner and closing the claim out."

  There is nothing else we can do. ********************* even said it was not Apex's fault and closed the issue resolution.

  Thank you, *****************************

  Business response

  08/09/2023

  8-9-2023  Date Sent: 8/9/2023 1:38:37 PM
  

  I spoke with ******, the Project Manager, again.

  This is what ****** said:

  "So, my information on this one is a little bit limited because I wasn't here when Apex did the job. But from what I know the homeowner called the insurance company and opened up an issue resolution. Once I looked into it, the homeowner was stating that her air conditioning was leaking again and causing damage. I looked back at the original job, and we did NOT replace the *** The insurance adjuster looked into it and said these issues are not the fault of Apex and told me they were calling the homeowner and closing the claim out."

  There is nothing else we can do. ********************* even said it was not Apex's fault and closed the issue resolution.

  Thank you, *****************************

  Customer response

  08/09/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  APEX-DKI is a Dishonest and Unprofessional Company that Lacks Work Ethic and Morals. APEX-DKI was hired by our insurance company, ********, to perform Mold Remediation after we filed a claim on June 15,2021. APEX-DKI came to our home and assessed the mold damage. He verbally gave my husband and I a long list of necessary actions that would need to take place, however, those actions were NOT carried out. Shortly after APEX began in our home on June 21, 2021, knew something was not right and immediately notified our insurance company. In writing,I asked *********** numerous questions regarding their mold remediation in our home. He was mostly dishonest. APEX DKI did NOT get Pre-Mold values or a Post-Mold value-*********** said it was NOT required. We, as well as family, came to our house everyday. Other than the first two days, workers were not present. Please note I have requested all documentation (including the workers that were in our home) from *********** and he refused. On July 6,2021, we walked into our home and APEX DKI had to come to the house, took their machines and removed their poorly taped "barriers". The DID NOT notify us they had completed the job. Also, please note, I have SUPPORTING documentation for all claims that I am stating here. Without any pre or post values molds we had to hire an independent environmental specialist to assess our home.The report CONFIRMED that there was visible mold in/under our home TEN days after APEX abruptly left. We had to hire a reputable mold company to perform the job APEX didn't do. I continuously kept our insurance aware. Now, EIGHT months later, I have received a call from **** with APEX stating APEX-DKI expects us to pay $3,688.23 as well as a letter threatening to put a LIEN on our home! APEX ALSO sent an invoice to our insurance company for $15,219.24. Total they are charging $18,907.97. I welcome this company and all associated with this issue to my home to review documents- because I have all

  Business response

  03/29/2022

  Business Response /* (1000, 8, 2022/03/03) */ Please have Ms. ****** contact myself and I can line a meeting up to try and come to a resolution. FYI, Colby ***** does not work at Apex anymore. But we have our files/notes on this job. None of the complaints are in our notes, therefore, we need contact with Mrs. ******. Apex would love to help her if possible. If there are any more questions, please let me know. Please ask Mrs. ****** to contact me via email or phone call. Consumer Response /* (3000, 10, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated previously, our home insurance company coordinated and arranged the hiring of APEX regarding our home. We did NOT hire APEX. When we realized there were problems with APEX, I contacted our claims adjuster immediately and discussed the problems and concerns with them. I continued to keep them informed throughout the entire duration of our home process. Not only did I notify our home insurance company, I notified Alacrity Solutions, Ken Williams and Colby *****. In writing, I asked Colby ***** very specific questions regarding our home and statement he had made. He responded to those questions on July 12,2022. In Colby *****'s email response to my questions, he added the following employees from APEX.:Steve, Kolby, Nate and Drew Carter. Needless to say, this complaint is NOT the first time APEX has been made aware. APEX has been aware since at LEAST July 2021. Regarding Michelle's statement: "APEX would like to try and resolve this matter, but she will not contact APEX back" is also FALSE. Ryan ***** called February 18,2022. I returned his call and was able to briefly discuss the problems that occurred in July 2021. After this discussion, I began an email thread that had Ryan *****, Ken ,Julie and several others regarding this issue to ensure honestly. No one answered until February 21,2022. On February 21,2022x Ryan stated that APEX will need to collect the payment in full. I responded to him but I have still not received a reply. He has never asked for an emergency meeting. On February 19,2022 we received a certified letter from APEX stating they would put a lien on our home. This was the day after I spoke to Ryan on the phone. I called APEX. I spoke with Tracy who stated she would leave a message for Lynn to call me. Lynn never called. No one from APEX called. On 3/2/2022 I received a voicemail from Ryan ***** stating that he and the Director of Mitigation would like to come to the house and discuss what I have and what "they have" as far as documentation. We were not available. I have given all documentation to Centauri.. I've asked Ryan for documentation regarding our home but he will not send that to me. Please email the files and notes that you have regarding our home. To conclude, APEX was, and is well aware of the problems they caused in our home. The only satisfactory resolutions are for APEX to cease threatening our family. APEX should also be required to own up to their mistakes and hold themselves accountable. APEX should be required to send all documentation regarding our home to us immediately. Lastly, APEX should be required to remove our names from any and all payments they are seeking now or in the future. This release will need to be on a legal document. Business Response /* (4000, 12, 2022/03/15) */ Hello, it is Michelle again, and I am over the Customer Care Department here at Apex Restoration DKI. This report is my second attempt regarding the BBB complaint that Sarah ****** filed. We need to set up a meeting with Mrs. ******. Apex would like to try and resolve this matter. Apex can not reach a resolution without talking to homeowner. Please have Ms. ****** contact myself and I can line a meeting up to try and come to a resolution. Please remember, Colby ***** does not work at Apex anymore. Apex would love to help Mrs. ******. If there are any more questions, please let me know. Please ask Mrs. ****** to contact me via email or phone call. Sincerely, Michelle

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