Complaints

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:09/27/2024

  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.

  Apex Window Werks was hired to complete a repair to a window. They were supposed to complete a repair to the window sash and the window sill. These were both labeled clearly in the invoice and individually itemized. The work to the sill was not completed. I asked the repair people why and they said it was not in the order. After the service visit on July 31 I checked the invoice I was sent and checked the repair that was completed. On July 31 I emailed Apex Window Werks at ******************************** and called the business at ************ about the repair being not complete. They asked for a photograph. I emailed a photograph to their email above. On Sep. 26th they called to tell me the photograph was not enough and they needed a tour of the home. I emailed them a video tour of the home on the afternoon of Sep. 26th. On Sep. 26 I was told by *** that once they received this "tour" they could determine that the window was not repaired and finally provide a refund. Today, Sept. 27, I called them and asked for the refund. They told me that they could not complete the refund because the person was not available. They had ample time all day of Sep. 27 to complete the refund and chose not to. It has been almost 2 months since this was not completed. I ask for $253.75 to be refunded, which includes interest for the $250 job that was not completed. They only did half of the job I paid for.

  

  Business Response

  Date: 10/24/2024

  After the customer submitted the complaint we responded back via e-mail, and didn't hear from a customer for a month. Later when she contacted us, we interviewed the team that performed the job and determined that the visual inspection is necessary. Customer was refusing to coordinate the time for a while. Finally we performed the inspection and determined that we going to go ahead and refund the money. The refund was completed in form of the check. The complaint was resolved.

• Initial Complaint

  Date:08/22/2023

  Type:Sales and Advertising 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 had two full Window replacement in two bedrooms. They are sliders windows. The problem was not discovered until this summer when we had to have the windows open. The problem is that when you slide the window shut the other window comes along with it. We have talked to the company and they say nothing can be done. We had slider windows before and they didn't have this problem.

  

  Business Response

  Date: 09/22/2023

  Customer complained and ******************** was inspected. There was no defect found. The window sash might catch up when it closed too hard. Inspector explained it to the customer and there were no further complains at the time.

   

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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.

  Apex replaced every window in my home due to failed glass seals on 5 April. The initial interface could not have been easier; they measured quickly and replaced them in an quick and efficient manner. The first time it rained one of the panes in one of the windows leaked rather badly. I called to have someone come out to repair it but they would not do anything unless I had a photograph of the window actually leaking. This leaves me with either waiting until it rains again and taking a photo then or hiring someone else to come fix it.From the invoice, the warranty on workmanship is unconditional for the first 15 days."I will inspect and communicate any imperfections within 15 days and will not raise any claims after this period"The "warranty" on this work is not worth the paper it is printed on. I would like to have my window repaired or be reimbursed the fair market value of hiring someone else do the repair as well as the residual value of the warranty.

  

  Business Response

  Date: 04/19/2023

  The complaint was resolved the next day we were contacted and all windows were inspected and issues were resolved as we always strive for the best customer service and stand behind our quality work. 

  Customer Answer

  Date: 04/20/2023

   
  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.

  Had Apex not refused to repair without photographic proof this would not have been an issue.  Apex did not offer to correct until I had posted critical reviews and a complaint with BBB.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/18/2022

  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 called Apex to fix a 47X20 Window. Their representative came out and looked at the cracked window and gave me a quote of $458. A week later Apex workmen came to the house took my window to their truck and came back with a window that was not cracked and fixed the hinge. The ******* said it was a temporary job since the window now needed new wood. another $475.00. Why was I not told this at the initial quote or told this was a possibility. I may not have fixed this window. Would have bought new windows altogether. paid upfront $125 still owe $323 would like all the work to be finished or agree on a fair price since I was not told I would get a partial repair until the ******* came back after they completed half the job.Apex window Werks *** Corp. ********************************************************************************************* *************** License#*******

  

  Business Response

  Date: 08/19/2022

  The estimate clearly stated that the mechanism and a glass have to be replaced and customer received the quote for those 2 items . Customer had a wooden frame ******************** that didn't appear rotten at the time of the estimate under the paint. I have to explain, and it states in our disclaimer, the estimate is done visually and we cannot take window apart to see if there is more damage inside of the window until customer accepts the estimates. At the time of the repair, glass replacement when the glass was taken out of the frame technician saw the rote damage to the frame. It was communicated to the customer. It is additional job. It's like they quote you for tires change of your car and then tell you breaks have to be changed as well. The price will not include break change. Please understand. The customer has not paid for initial completed job of mechanism and glass replacement.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17739557
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  There was a level of deception because I was informed after the work was completed that they only did a temporary repair.  The wood on the frame also had to be replaced according to the *******, another $475.  The ******* never bothered to show me the bad wood that needed replacement.  I hired Apex to fix my window and it is still broken.  I am not a professional but I know I should have been told the extent of the repair necessary to fix a 45X20 window, almost $1000.00.  I may have opted to pay a little more for a new window and not repaired the old window.  

   

   

  

  Business Response

  Date: 08/23/2022

  As we explained above, customer's estimate clearly stated what is going to be done. Let me reiterate that customer only paid deposit of $125 and still owes us $317. The glass installation in coast of $323 was completed. The mechanism installation ( hinges) in amount of $125.00 was completed. What wasn't completed was payment in full for the job that customer agreed for. Additional job coasts additional amount. If customer would like to add additional project we can give a discount. 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17739557
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************