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:12/17/2024

  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.

  Apex energy solutions has FAILED to fulfill a contract to build (2) sliding windows with grids. After (3) attempts they have not built them properly. I bought 9 windows total. I want billed for only 7 because the 2 windows they have not built properly I do not want. I have communicated this with the VP of the company .As of 12-17-24 I have not heard from a representative to see this to a finalization. This company is at fault here and I need duly compensated . They cannot fulfill the contract. I am seeking my bill to be adjusted as such.

  Business Response

  Date: 12/30/2024

  **** ****** has been very patient is the face of the timeline delays with the many times we’ve reordered his product. His comments are valid. He’s worked with the local sales team, the installation manager, and the national VP. He’s been invited and taken the time out of his schedule to come down and review the grids in the new orders of windows as soon as we’ve unloaded them off the shipping truck. Inexplicably the grids we ordered showed up misaligned or crooked all three time. We have reordered his windows without grids and will have them in the next few weeks. Apex is also issuing him the credit that he discussed with our VP. I will have the document submitted here after he signs the document and this will be resolved to the customers stated satisfaction very very soon. 

  Customer Answer

  Date: 12/30/2024

  I am rejecting this response because: I do NOT want clear windows. The VP is aware of this and is supposed to be issuing an addendum to the original contract. A 9 month ordeal !
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 01/17/2025

  at the request of the homeowner Apex will credit the project cost for the 2 windows that are being denied. The homeowner also agrees to return the 2 units that are being credited. 

  We appreciate Mr ******** grace during these manufacturing frustrations and his willingness to part ways as friends. 

  Customer Answer

  Date: 01/17/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:07/28/2024

  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.

  Date of installation: March 2, 2024 Amount paid: around 30k Multiple attempts to contact the business to resolve issues below 5 months later and we still have no screens in our windows There are multiple flaws in the windows They messed up 2 windows that need replaced and they keep saying they will come fix them and never do Parts of the windows are already bowing after only 5 months

  Business Response

  Date: 08/13/2024

  ---------- Forwarded message ---------
  From: ********************* <*******************************************>
  Date: Tue, Aug 13, 2024 at 3:37 PM
  Subject: Read: BBB complaint 22057157
  To: ********************************************* <*********************************************>
  

  
  
  

  Your message
  
     To: *********************
     Subject: BBB complaint 22057157
     Sent: Tuesday, August 13, 2024 3:30:17 PM (UTC-05:00) Eastern Time (US & ******)
  
   was read on Tuesday, August 13, 2024 3:37:25 PM (UTC-05:00) Eastern Time (US & ******).

  Business Response

  Date: 08/15/2024

  
  We regret very much the process and length of time it has taken to finish this project. ************************************************************* early March. All 17 of the windows that were operable arrived without their screens. Screens were reordered in March as well as the (2) two window sashes that were incorrect as mentioned in the complaint. The two sashes arrived in early May and install was scheduled to address the sashes and redoing some trim and other workmanship, during this install it was found out the sashes regrettably came incorrect again. On top of that the screens still hadnt arrived. 
  
  July 9th we communicated the homeowner that the sashes were estimated at the end of July. This estimation did not turn out accurate. 
  
  The 2 sashes are estimated to arrive in the next 3-5 weeks. Manufacturing is currently seeing major delays (approx 20 weeks) for all products. As a result of being overloaded during peak season and/or staffing issues of their facility. 
  
  The screens arrived this summer but unfortunately were lost and found again during the much needed move of warehouses this summer. These are going in Thursday of this week, this has been communicated and agreed to with the homeowner. Finally the screens will be in! 
  
  Weve communicated monthly with the homeowner during this summer. Both local Apex team and escalated to National VP of Apex. 
  
  This matter will be closed very soon with our deepest regrets and apologies to the homeowner. Their patience and politeness has been appreciated in all communication between them and Apex, even in the face of their growing and understandable frustration. 
  
  Apex has hired additional operations and installation positions to adequately serve our homeowners. Better personnel, facilities, and operation procedures that weve invested in over the last 6 months leave me confident Apex can move forward and prevent situations like this from ever occurring again. 
  
  
  
  *********************;
  
  Managing Senior Partner
  
  
  Apex Energy Solutions of Columbus
  
  ***********************************************
  
  ********************************* / C: ************
  
  *************************************

  Business Response

  Date: 08/16/2024

  
  ---------- Forwarded message ---------
  From: ********************* <*******************************************>
  Date: Thu, Aug 15, 2024 at 2:22 PM
  Subject: Re: BBB complaint 22057157
  To: ********************* <*********************************************>
  Cc: ***************************** <************************************************>
  
  
  Screens installed today. 

  Customer Answer

  Date: 08/19/2024

  They came and installed screens.. We are still missing the correct bathroom window and correct guest room window. 
  

  They did not fix the issues with the windows in my living room - bowing parts.

  What about the windows that look bad because they put the serial number facing out and decided to try to fix by sloppily puddying over it? 
  

  They only resolved a piece  of the pie...

  Customer Answer

  Date: 08/20/2024

  
  They came and installed screens.. We are still missing the correct bathroom window and correct guest room window. 
  
  They did not fix the issues with the windows in my living room - bowing parts.
  
  What about the windows that look bad because they put the serial number facing out and decided to try to fix by sloppily puddying over it? 
  
  They only resolved a piece  of the pie...

• Initial Complaint

  Date:04/17/2024

  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.

  We were charged the full amount for a window installation job that was never completed, ghosted for weeks by their Dublin office, then were only able to contact the salesperson. Since then, the job has still not been completed.
  
  Per our contract, the terms for payment are:
  * 30% to be paid upfront when the contract is signed.
  * 60% when all materials are delivered to the warehouse.
  * 10% when Apex certifies that they completed the work.
  
  Timeline:
  * 9/29/23 - we signed to have windows installed.
  * Installation went through early Jan. Two windows were skipped due to not being made the correct size, and most of the windows came with no screens.
  * 1/18/24 - we were charged the 10% remainder even though the job was never completed. This was very concerning because that means the company "certified completion of work" as per the contract. We called multiple times and Apex never answered the phone. They also did not return multiple voicemails.
  * 1/28/24 - After weeks of waiting, as a last attempt, I sent an email to ***** *****, our salesperson, who finally replied via text.
  * 2/1/24 - ******** ****** from Apex asked in email what windows and screens were needed, which to me says for the second time that Apex had no intention of completing the job and kept no accurate records of what was done.
  * 4/17/24 - No progress was made. We didn't even receive an estimate for when if ever it would be done. Filing this complaint.

  Business Response

  Date: 08/02/2024

  We regret very much the process and length of time it has taken to appropriately finish *****’s project. Much of his complaint is fairly written. He ordered 23 windows and 20 were installed in January. Of his 23 windows , 12 were operable and 8/12 needed screens to be reordered. 
  
  Those screens arrived in April where an attempt was made to install the screens and communicated with the homeowner, however the size of the screens limited options for delivery. Unfortunately the screens were misplaced while the company transferred warehouses this summer. Those screens were located and being installed next Thursday August 8th. 
  
  The issue regarding the remaining windows to be installed stems from their unique shape and custom aesthetic options - the combination of which lead to significant delays in their reordered process due to nationwide manufacturing delays for shapes and color products. We’ve been working with manufacturing to locate and prioritize these windows. We were finally informed, ironically , as of 7/31/24 that the windows will finally arrive to our facility on Monday 8/5/24! So these windows will also be installed Thursday 8/8/24. 
  
  We’ve communicated with the homeowner during this summer and since the complaint. The homeowner knows of and agreed to the installation scheduled 8/8/24. This matter will be closed this month with our deepest regrets and apologies to the homeowner and a financial credit. 
  
  Apex Energy Solutions is committed to avoiding delayed and subpar project lead times. We’ve hired additional operations and installation positions to adequately serve our homeowners. Better personnel, facilities, and operational procedures that we’ve invested in over the last 6 months leave me confident Apex can move forward and prevent ANY other BBB complaints. 
  

  Customer Answer

  Date: 08/08/2024

  I accept the business's response to resolve this complaint, given they do actually finish the job. They have a history of making promises and then not delivering, then going silent - if history repeats again, I'll have to re-open the complaint. The difficulty reaching them also effectively means the product's warranty is worthless, but at this point just having the remaining windows and screens installed is an improvement.
  
  
  
  Regards,
  
  
  
  ***** *****