Complaints

This profile includes complaints for Apollo Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apollo Home

  4538 Camberwell Rd Cincinnati, OH 45209-1155

  
• 

  Apollo Home

  Dayton, OH 45459

  

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:05/27/2025

  Type:Product 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.

  To replace an air conditioning unit, I had the Apollo Home sales rep (Steve A*****) at our home 4/30/25. He recommended a 5-ton unit, and he had two units on his ****/tablet. He said the better one was a little over $9,100 and the second one around $8,200. I opted for the one that was more efficient and quieter and negotiated it down to $8,880.
  Before he left, I asked him for an invoice/receipt detailing the unit I had purchased. He told me I will be receiving it in a couple of days or so. To-date, nothing!
  5/2/25 the technician came to install the unit. I asked him to give me the specifics of the unit, and he instead told me I was getting one with an efficiency rating of 17.2 SEER2. I told him that I thought the rating should be in the range of 20+ SEER2 and he said, for the state of Ohio 17.2 is the max. I called the rep (Steve) and asked if the tech was installing the right unit. He said I was getting the one with a 17.2 rating, but that he was going to check with some else and call me back. He never called me back.
  5/7/25 I called and left a message for the tech and the sales rep to call me because I had received an email stating that my unit had been registered for the warranty and had a rating of 15.2 SEER2 (not the 17.2)! Both Steve and Kameron never called me back.
  5/9/25 I called again and asked to speak to the manager. The receptionist promised she would have the manager call me back.
  To date (almost a month), I have not gotten any response from anyone! No calls, no emails (I have even checked my spam mail), nothing! The unit is not what I paid for in terms of efficiency and it is too loud, when in fact I was told it would be quieter than the 13-year-old unit I had. The old unit was on a rubber platform, held up by two metal rods anchored in the concrete foundation. The technician removed the pad, and it appears that the unit fastened on the two metal rods transmits vibrations through the building's foundation, causing noise even inside the house

  

  Business Response

  Date: 05/29/2025

  We apologize for any misunderstanding with the Seer rating of the unit purchased. Our representative has contacted *** ***** to resolve the situation with an agreeable resolution. Thank you for your business and we look forward to working with you in the future!

  Customer Answer

  Date: 06/05/2025

  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. The manager was able to address my complaints and resolve the issues I had with the sale and the operation of the air conditioning unit. He has promised to send someone out again to make sure that the unit is operating as promised. At this point I am satisfied with the results. 
  
  
  
  Regards
  
  
  
  *** *****
  

• Initial Complaint

  Date:09/02/2024

  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.

  I called Apollo Home July 13th 2024 to come out and inspect my AC system because it had popped a circuit breaker, when it was on for 3-4 minutes. The invoice #*******. They sent out a worker,RYAN T*****, he went strait to my outside compressor and told me it was bad and needed to be replaced, for $8,000. After he left I looked up what causes a circuit breaker to pop, issues were 1) dirty filter, so I swapped it, 2) dirty outside unit, (I had mowed the grass, so I cleaned it, and 3) bad circuit breaker. After doing the first 2 steps it would still pop. So I took off my circuit breaker panel, and looked, it was arcing, it would spark when I flipped the breaker. I then took a screw driver to the secure wire screw, and it was loose, so I tightened it up. As of this writing 1 Sep 2024, I have had no further issues with my ****** 23 year old AC unit. They charged me $60 for the person to not even try the first 3 things it told me on the internet to try. They only wanted a sale.
  On a side note: they had come out 4-6 months or so earlier to do some estimates, their guy took off my circuit breaker panel, I failed to watch him closely. You can reasonably assume that he loosened the wire. Also, I spoke with an HVAC teacher and asked him if that is something he has seen, he said YES, all the time!
  Lastly, I did speak to a Manager, told him how he could have caught my house on fire with the loosening of the wire in the circuit breaker panel, and how his inspector didn't even attempt the top 3 reasons the CB would pop. I told him he needs to retrain his people. He promised at the end of the phone call to refund my $60, that has not happened yet.

  

  Business Response

  Date: 09/04/2024

  Hello ******, 

  Apollo Home here. Our records show that your $60 charge was refunded. The refund was input on 7/15/24 and processed on our end that same date. The $60 would have gone back to the card used at the time of payment. That refund should have been received in the week of 7/15/24. As well, from the conversation you had with a manager, you requested not to be contacted moving forward, so your contact information was removed from our files. This means that we are unable to reach out to contact you via phone call or text. Please check your bank records to ensure that the $60 refund did in fact go through and was received roughly 7/15/24 (it typically takes about 3 or so business days after processing on our end for the bank to apply it and add that amount back to your card used at the time of payment). Thanks

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory financially to me.  Although the business practices are worrisome. As a 21 year aircraft mechanic I would have never done what they did. 
  
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:07/09/2024

  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.

  Apollo Homes HVAC was hired to replace our heating and air conditioning. They promised a flex duct fitting and duct cleaning. The were here till 9:30 pm and never got the new system working. The next day a technician came with new equipment and got it running. Arrangements were made with the salesman that payment would be with our American Express card. Without any permission they charged my wife’s credit card that they had on file for a monthly service contract. They never told us they did that and we found out on our statement. The job was not completed and is still not completed and we have asked for two weeks now that they credit my wife’s card and take payment after the work is completed. We are getting no response

  

  Business Response

  Date: 07/10/2024

  Frank, thank you for your feedback. We know that communication has picked up this week and the refund was issued to go back to the card that was charged. From that point, we are awaiting that refund to be processed and returned to that card, and from there we will be calling to get the correct card information to be charged. Thank you for your patience in getting the unit running and correction of this billing issue. 

• Initial Complaint

  Date:03/30/2024

  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.

  I hired Apollo Home to install a new plumbing lines for washing machine. The day of the quote Thomas H****** came and he asked me could he poke a small hole in my pantry space because he was trying to find the waterlines since I had a duplex and the house is old school so plumbing isn’t as it use to be anymore. I told him sure because my contractor at the time said if it’s a small hole he’d fix it for free. Thomas ends up not finding the plumbing line and quotes me in good faith that it runs behind the pantry for about $12000. I said okay that price is fine since he was also moving my vanity plumbing and installing a shower. Of which I had to get my contractor to open up the walls for him because that wasn’t included. The day they came to install plumbing for washer and dryer both Thomas and now Dan G***** came and made a bigger hole in my pantry to realize that the plumbing did not run back there and now they opened up my floors to find the plumbing. At the end of service they did not close up my floors or the bigger pantry hole that they made. I had to pay my contractor and extra $1500 to install new floors in the bathroom and my pantry still has the hole in it. I was still charged the full $12000 although there service wasn’t completed. The second thing is I had a plumber come out for the washer hookups because I wasn’t getting cold water he told me my supply lines were backwards and he could swap them out. Once he swapped it a leak occurred I told him could he fix the leak and he told me no I had faulty supply lines and had to call warranty for my brand new 1 month old washer. Although the leak was not there before him swapping it out. Which he ( Luke M****** ) and his manager Scott acknowledged that there was no leak until he touch my supply lines. All in all I am EXTREMELY unsatisfied with this company with them charging this much you would think the service would match.

  

  Business Response

  Date: 04/01/2024

  The most
  recent communication with the customer was this Saturday 3/30/24 when we had a tech out to the home. We explained that
  the lines to the washer and dryer were backwards (hot on cold and cold on hot)
  and that this was done during the install of her appliance a month ago by another company,
  not Apollo Home. Our tech offered to correct those for her and
  after that was done, they had a small drip. Our plumber then put them back the way
  they were prior to swapping them (hot on cold and cold on hot) and the drip stopped.
  There is no current leak, and we recommend she reach out to the company who initially
  installed those because they should be under warranty since it’s their work that they did wrong and suggested it could be a faulty supply
  line. As for the work back in January, we did explain that the drywall was not
  apart of the work we did, and everything was agreed upon 3 months ago during
  the time of the visit. We have completed the work agreed upon with Apollo Home and
  cannot take responsibility for work another company did in her home. 

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********
  

• Initial Complaint

  Date:11/17/2023

  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.

  On 11/16 was scheduled for a furnace tune up. Was told all was good with the system and tech left. System never turned on though the invoice showed a solid tune up with no service recommendations for follow up. When i tried to turn on my system in the evening it would not turn on. There was lots of masking tape in the system in various areas though no tape was present in any pictures taken of the invoice that shows a good working system, my system in now leaking water and has electric tape added to my air filter wires that were never damaged. The tech they sent today said he is friends with the first tech and doesn't believe he would of damaged the system. then spoke with management who said the tech gave me a verbal offer for damages he found in the system which never happened and was a bad lie that did not match to the invoice. after an hour of calls they offered to fix a hose but couldn't give me an eta after the tech told me the leaking water will likely trip the system again. i now have another company coming out to correct the work since they seem to have the materials Apollo does not and will look to be reimbursed for the new fees incurred since apollo refused to admit they caused the damage. so pissed i have to go through this. i thought management would see the invoice and question the so called repairs done( which taping or leaking was not documented ) and help me with the repairs needed that was present in the face of the tech today. Awaiting my refund but i need more since i have to now pay for repairs. and again no one would offer a tune up on a damaged system so i am puzzled why they are not helping me today. They only know the tech reported doing a successful tune up and the customer is complaining about damages their tech never reported nor documented. i need support and help, this isn't fair or ethical.

  

  Business Response

  Date: 11/20/2023

  Alwyn, we understand this is a frustrating situation.
  Apollo is glad we could get out there to fix the transformer as a good gesture
  and would have fixed the hose as well. We did need to get an ETA on that hose
  prior to coming out and understand you were able to get that taken care of
  sooner and decided to go elsewhere for that work. Had Apollo fixed that hose,
  it would have been at no cost to you. We won’t be able to reimburse you for
  another companies work. We do appreciate your feedback. 

• Initial Complaint

  Date:09/08/2023

  Type:Billing 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.

  I called Apollo for a small repair. My old shut off valve wasn't completely turning the water off and I had tried to put another shut off valve on past it and it had some leaks. I explained this over the phone. Everything is easily accessible as you can see from the picture. Andrew R***, their tech, came out 9/7/2023 and he looked at it for about a minute then he tried to quote me $20,000 to replace all of the plumbing in a small house with one bathroom. When I didn't go for that he quoted me $1,000 to $1,500 to replace about a foot section of pipe. When I asked why it was so expensive he just kept repeating that they would be replacing it with copper. Copper is about $40 for a 10-ft section. Again this estimate was to replace about a foot of pipe. I ultimately had the leak fixed for $300 elsewhere. I think it is Apollo Home's policy to quote people over three times the amount for repair and that their business model is mostly to go around and collect $80 from people for absolutely ridiculous estimates when they have no real intention of repairing anything. Even if I had been dumb enough to think that that was reasonable I am positive that Andrew R*** would not have fixed my problem that day. He would have scheduled for somebody else who knew something about plumbing to come out. This kid just goes around and collects $80 off of people. How you can come into my utility room, have no idea where the bathroom even is in my house, make no attempt to follow the plumbing, didn't even ask me whether the pipes ran under the floor or into the attic and quote me $20,000 to replace my plumbing makes no sense whatsoever.

  

  Business Response

  Date: 09/08/2023

  ******. Of course we will refund the trip charge. We have attempted to reach out to you multiple times to inform you of that fact but you continually hung up on us. You expected a quick fix, maybe a $200 repair. We quoted you the normal price that we charge do to the correct repair. Your expectations were clearly very different from the reality of what the premium company in Cincinnati charges. It's ok that you would prefer to use a cheaper contractor. Please do so. But we would appreciate it if you stopped chasing us around the internet dragging our reputation through the mud because you don't want the premium service provider in the area. It's ok that you don't want to pay our prices. that's your choice. But that doesn't make us a "scam" it just mean that our traditional customer base values different things than you value. 

  You'll see the refund hit your account sometime early next week. 

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  
  They insulted me but they returned my money. Apollo home is a scam. First they have you call a number of somebody they pay to work from home with a kid screaming in the background who tells you the scheduler will give you a call back. Then another person calls you to schedule. Then they send out somebody who doesn't know anything about plumbing to give a ridiculous estimate and collect $80. Then they pay someone else to call you up and tell you "they have no record of that" when you tell them someone quoted you $20,000 to plumb a house that should cost around $5,000. I will be including their rude response along with my reviews on ****** and ***** and wherever else I think people will see it. I'm fairly sure "I don't value what their customers value" and "premium service" is some sort of classism BS. I don't apologize for knowing the value of a dollar, their customers base obviously doesn't.
  
  
  
  Regards,
  ****** *****
  

• Initial Complaint

  Date:08/30/2023

  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.

  Apollo came to my home after I contacted them regarding water coming in my basement drain, I was told they would need to excavate my floor and replace the damage pipes. The work was done on 09/30/2022. I reached out to Apollo on 08/24/2023, because water came up from the area they repaired back on 09/30/2022. They sent two plumbers and their solution to the problem was now I need a sump pump. I was told that I will received a call from the manager to discuss this issue. I was given a verbal quote of $8450.00. I never received a call from the manager or plumber. I called Apollo on 08/29/2023 and left a message for the plumbing department. I asked why that option wasn't presented to me at the time the repair was done. Also, why haven't they considered the pipe they installed maybe damage. I'm still under warranty, because it hasn't been a year. The plumber tried to tell me it was due to heavy rain build up and the water may have seep thru the new concrete edges. I asked him why won't they reseal the concrete. I think they need to replace the pipe and reseal the area.

  

  Business Response

  Date: 09/01/2023

  Thank you for bringing this to our attention. Per our conversations, our Plumbing department manager, Dave, will be onsite on September 6th in the early afternoon to further diagnose the issue and determine next steps. Thank You 

• Initial Complaint

  Date:08/09/2023

  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 have reached out to the company about this> There response was to do nothing.
  On June 21, 2023, my husband and I engaged Apollo Home to address issues with our AC and furnace units. We were informed by Apollo Home that the units were in a state of disrepair, specifically due to low refrigerant, rendering them irreparable. We were advised that replacement was the only viable option, as the necessary parts were no longer available. A different repairman told us that we had a cracked heat exchange.
  The subsequent day, Apollo Home proceeded to replace our old units with new ones, without disclosing the full scope of their services and related charges. Notably, we were never informed about the optional $500 inspection service they offered, which could have provided valuable insight into the condition of our units before the replacement decision was made.
  Apollo Home failed to provide us with an itemized bill detailing the cost breakdown for the new units and labor charges. Upon further investigation, it came to our attention that they applied an exorbitant 100% markup on the units.
  Apollo Home has yet to furnish us with an itemized bill despite repeated requests.
  The situation escalated when we involved our insurance company. Apollo Home provided conflicting information to our insurance company regarding the reason for the unit replacement. They stated that the decision was driven by a low refrigerant level, contradicting the information provided to us earlier about the cracked heat exchange.
  During subsequent communications with Apollo Home, they suggested that we should have opted for the $500 inspection service, despite never mentioning it beforehand.
  Furthermore, Apollo Home failed to present us with our old equipment to substantiate their claims of damage, leaving us with no visual evidence of the alleged cracks and disrepair.

  

  Business Response

  Date: 08/10/2023

  *** * **** ********,
  
  Thank you for reaching out to Apollo once again. I
  have been speaking with my Customer Service Manager, Kendall, to stay updated
  on your situation.
  Let me reassure you that by choosing the premium
  provider in Cincinnati, you are in great hands. $16,000 is a lot of money, but
  you purchased an incredible HVAC system, plus, your rock solid 10-year parts
  AND 10-year labor warranty is worth every penny. We pride ourselves on over the
  top customer service, so when you need anything, we’ll be here for you. From what
  I can gather, your frustration is actually with the fact that your insurance
  company is not reimbursing you for this purchase. 
  
  I do apologize that we were not able to be more
  helpful with your insurance company. Kendall worked very hard to track down as
  much information as possible. Once the old unit was uninstalled and scrapped,
  there was no further information we could gather. But from our years of
  experience in this industry, I can say that insurance companies do not often
  compensate customers for HVAC systems. If you were informed otherwise, I
  believe them to be mistaken. But I can definitely provide a rough estimate of
  the parts/labor breakdown (attached). We always price our jobs as a single line
  item (all costs included), but I can give you at least an estimate as a summary
  line on your invoice. 
  

  Please have ***** ******** from ********* ******** ********* reach back out to us if she needs further information about
  the old, broken unit. We will continue to assist in any way we can. 
  If you could email over a copy of your actual insurance
  policy too we can help the insurance company understand why you are due some
  sort of money. But there are no guarantees. As you are finding out, insurance companies
  find lots of ways to not pay for HVAC systems.
  
  We certainly appreciate you as a customer, and due
  to the frustration you’re experiencing, because of your insurance company, I
  went ahead and gave you TWO ADDITIONAL years of your complimentary Apollo Care
  Plan.
  
  That means you now have three years of the Apollo
  Care Plan, for free. As a reminder, your care plan benefits are:
  Annual Heating and Cooling Inspection & Master
  Tune-Up
  Complimentary humidifier pad replacement (if
  applicable)
  Priority service using a dedicated Member phone
  number - ###-###-####
  7-day-a-week service availability with extended
  hours, 8am-8pm - Yes! Even Saturday & Sunday!
  $60 Trip Charge - a 24% discount compared to
  the regular $79 a non-member pays
  15% Discount on repairs & member exclusive
  specials 
  Annual Electrical Safety Evaluation -
  Includes “hot spot” electrical panel thermal imaging & utility company
  efficiency test
  Annual Plumbing Safety Evaluation - Includes
  water quality testing & water heater flush (restrictions may apply)
  Annual sewer line camera inspection (must
  have an accessible clean-out)
  Access to our Handyman services
  No Overtime / Weekend Charges
  
  Thanks! 

• Initial Complaint

  Date:08/07/2023

  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 have used Apollo on about 5 occasions. During 2 of these trips, I have had well below average service, with the second being the worst.
  
  The first poor incident included a technician of theirs, who ironically was the same one who gave me the poor service the second time, not properly installing the new expansion tank. After he “ guaranteed that there will be zero water coming from the area” there was indeed water in that’s era just a few hours later.
  
  The second, and much worse incident came during an inspection they ran. The same technician came out and told me that we needed to replace supply lines and shut offs for the toilet and the tub, and followed that they will be out in less than a hour. While replacing the toilet portion, he broke the nipple of a galvanize pipe and caused water to rush from the second story, down the first unit, and into the basement. 5 hours later, and after busting open a portion of the ceiling and pulling out part of the flooring, they fixed the problem they caused and left.
  
  After leaving, we realized that they didn’t finish fixing the sink (not fixing the plunger portion that we spoke about), and also misplacing the hot and cold water lines. So not only did we pay $750 for poor service, we also had to pay another crew $600 to come and fix the damage they caused.
  
  We reported this to the head of the plumbing department at Apollo, and he responded with “we believe we did everything we could for the situation”. Very disappointing. It’s a bummer that a company like this will not have to face any repercussions for such poor customer service. Both me and the other property investors in my circle will not be using Apollo again.

  

  Business Response

  Date: 08/08/2023

  *******
  Our
  plumbing manager, *****, was at your home during this service visit. The
  galvanized pipe bursting was no fault of ours and the dry wall cut was
  necessary to try and find a way to fix the issue. The pipe burst when turning
  the main water valve back on during a supply line swap for his shower and had
  nothing to do with the work Apollo had performed. The problem is that your
  property has old, galvanized pipes, that you been warned about multiple times,
  and yet you refuse to do anything about them because it appears you're
  attempting to get them fixed "under warranty". We are not going to do
  additional free work in your home or refund any amount of money simply because
  your strategy is to complain loud enough to get what you want.

  During
  the service visit, we were able to avoid displacing any of the residents in the
  building, which was a direct fear you expressed to us early on in the call.
  We also took great care in cleaning up every bit of water that made it into the
  unit below. Our plumbing manager actually did this himself, so we know it was
  done properly. We made every effort to minimalize our presence in the tenant’s
  home.
  Our plumbers were incredibly respectful and communicative the entire time and
  didn't try to cover up any work that was being done. They went above and beyond
  to fix the problem in the least invasive and least destructive way possible. We
  wanted to do right by you and your tenants, and I believe we did this to the
  fullest while on the job. 
  

  Please
  stop harassing us online. We will not be bullied into handing you money because
  you are trying to chase us around the internet with 1-star reviews.
  We will not
  be offering a refund. I know this isn’t what you want to hear, but it’s time to
  replace the old, failing water lines in the building. 

• Initial Complaint

  Date:07/26/2023

  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.

  On Wednesday, July 26, I noticed our hot water heater wasn’t operating properly. I called Apollo Home, and a customer service rep said they could have someone here within the day. Very shortly after, I received a text introducing me to Kyle Owen, saying he would be arriving shortly, which he did. I took him to the hot water heater and told him what I had already done to reset it. He immediately got out his tablet and asked me for an e-signature, stating that it “basically allows me to inspect the heater.” When I read it over, however, the language stated that I was approving non-existent “above-described work” and agreeing to the contents of the “contract.” Since there was no such description provided, I said I will sign it after he told me what needed to be done. He immediately said that he couldn’t touch anything until I signed, so he would need to call his manager. He went to his truck, returning a few minutes later saying that his manager said he should leave since I wouldn’t sign. I asked the manager’s name, (Kevin C*****) and asked him to have Kevin call me before he left. I explained that I was prepared to purchase a hot water heater from them, but wasn’t comfortable signing something that was not what he said it was. I said again, please ask him to call me before you leave. When I looked out the window a few minutes later, the truck was gone. Clearly his exit was made in haste as is evident by the gravel that was thrown all over our driveway. (See the photos of my husband cleaning up the mess.) I have never before been ghosted by a company while prepared to spend cash with them.
  This was the most bizarre home repair experience I have ever encountered, especially from a company as large and with as much community longevity as Apollo Home. It has left us without hot water and with a very bad opinion of this company. I only wish I had taken a photo of the screen they were requiring me to sign before they would even begin to look at the hot water heater. Its dubious language is would have put me at a clear disadvantage. As it is, they merely entered my home, wasted my time and damaged our property.

  

  Business Response

  Date: 08/03/2023

  **** * ****** - Thank you for reaching out to Apollo and I am so sorry for your very frustrating experience. From your experience with he plumber, Kyle, we uncovered a re-training opportunity for two of our technicians. They were confusing our Water Heater authorization form with our standard "Estimate to proceed with work" template. So it turns out that Kyle was asking you to sign an estimate for $0. Our Customer Service manager left some voicemails for you last week. Please give her a call back at your convenience to see how we can make it up to you.  Again, We are very sorry for the confusion which led to a very frustrating experience. 

  Attached is the "estimate authorization" wording that he was asking for you to sign, which clearly is not the correct form before he would have proceeded with diagnostic work. 

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ******

  While I appreciate the well-worded and thoughtful response, the fact that, when called (twice!) his manager not only refused to speak with me, but also directed him to leave our home without notice, tells me there is a problem at Apollo Home that goes beyond two "training opportunities." 

  I have not responded to the calls from customer service. My goal in bringing this incident to light was to alert to public as well as the BBB, to be aware of such questionable practices.