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:06/03/2023

  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.

  This is the SECOND pipe rupture due to poorly installed hose spigot installed by Apollo. Eckoff Plumbing responded on 4/11/23 after a second pipe rupture, causing my basement to flood for a second time. The plumber involved advised there was no insulation on the exterior of the wall and the pipe cutoff valve was on the outside of the wall causing it to freeze despite to the main valve being turned off. Spoke with the company in question, advised no offer/solution. There employment was terminated prior due to poor workmanship on my HVAC. Seeking reimbursement for damages incurred from water damage

  

  Business Response

  Date: 06/10/2023

  *******, 

  Per the conversations with our plumbing manager, you and Apollo have reached a desired refund amount and we will be processing the refund shortly. Thank you

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  Once I have the refund, I will withdraw my complaint 
  
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:04/19/2023

  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.

  Rep came to house for a tune up all they do is clean it no parts rep told my wife we needed 4000 to fix the furnace she said no but they coned her into buying the service plan for 249 when I got home I called them 2 days later and told them I want a refund and would stop by to get it they said they would mail it it has now been 10 days with no refund I called them and said I want my money they told me to never call them again this company only cares about money also I called another company they said furnace was fine Apollo home are crooks they up sell everybody

  

  Business Response

  Date: 04/19/2023

  ***,

  Your refund was submitted to our finance team on Tuesday April 11th and was processed on Friday April 14th. This means it was mailed on either Friday April 14th or Monday April 17th. 

  The check was address to ****** ******* and mailed to *** ********* ****** ********* ** ******

  As I told you via text message, do not ever contact Apollo again. The insults and verbal abuse that you have hurled at my customer service team is totally unacceptable.

• Initial Complaint

  Date:02/07/2023

  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.

  A technician from Apollo Home came to our home on February 2, 2023. We scheduled a furnace tune-up. The technician showed up and went down to our basement. He called my husband down and told him that our furnace was likely leaking carbon monoxide, and that he had turned off the gas/heat. He also took off the siding of the furnace and told my husband he would try to get an estimator in for a new HVAC system. He said this that we could either buy a new one or he could try to fix it for $8,500. The estimator from Apollo walked in right as the technician was leaving, as if this was a big plan between the technician and estimator. He was at our house for a while and told my husband it would cost $14,700 for a new HVAC system to be installed (in our 1300 sq. Ft house). He wouldn’t answer any of our questions when we asked for cheaper options, and he left with the siding of the furnace and heat still off. When I got home from work, our house was 51 degrees and dropping. We were too scared to turn the heat back on because of what the technician said about carbon monoxide. We slept in our house and the temperature that night was in the low teens outside. We were so cold. When we woke up, we called another company to come out and give us an estimate on a new HVAC. We explained what Apollo said and did and they asked us what Apollo’s carbon monoxide reading was in our house and we explained that they didn’t do one. This new company told us Apollo was supposed to give us a carbon monoxide reading and have us sign something to authorize them to turn off our heat. Apollo turned off our heat, took off our furnace siding and scared us with the carbon monoxide scare to try to freeze us out and make us buy their overpriced HVAC unit. We used the furnace the rest of the weekend with no issues, and our carbon monoxide detectors never went off. Apollo lied to us, charged us for nothing and won’t return my calls. Their HVAC estimate was also over double other quotes we received.

  

  Business Response

  Date: 02/08/2023

  Thank you for reaching out to Apollo. As discussed with our HVAC service manager, Corey, we are refunding the price of the HVAC visit. We are very glad you have address the safety issue by replacing the equipment. 

  Customer Answer

  Date: 02/11/2023

  Better Business Bureau:

  Apollo Home issued us a refund, which was what we requested. I will mark this issue as resolved, but the manager Corey was not nice to us on the phone. He only listened to my husband. I still would like my original complaint to be posted, as the experience was very bad and I didn’t get an apology on the phone. The manager just kept saying it is their policy to shut the heat off if there is danger. No other company said there was a risk of danger to us, as we have working carbon monoxide detectors. I wonder if Apollo would turn off the heat for an elderly couple to let them freeze overnight. I really would like others to be warned of the scam they try to pull on first time homebuyers and others.

  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  I do not need anything else, but as mentioned, I’d like to warn others before using this business.
  
  
  
  Regards,
  
  
  
  ****
  
  

• Initial Complaint

  Date:01/30/2023

  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.

  1-27-23 Apollo Home came to my elderly mothers home as requested to provide a cleaning for her furnace. The technician arrived and quickly told her that she has a gas leak! She would need a new furnace asap. She inquired about a repair, she was told no, there was no time to get the parts. This is urgent. He would send someone out tomorrow morning for her to get a new unit. He then did clean the unit, but remained very pushy about getting a new furnace.
  She felt very suspicious, and called another company that she has had great service from the in past. I believe she changed companies due to an advertised special. The reputable company came out that afternoon and stated she does NOT have a gas leak. If she had a gas leak Apollo would have shut off her gas. She does not need a new furnace and it currently has 10-15 years of life left. In addition, the new company technician had to clean the unit, apparently the Apollo technician did not even do the only job he was called for and charged for.
  
  I am furious that Apollo tried to scam my 88 year old mother with fear of explosion to get a sale of a new unit! This company should be shut down! I am now managing my mothers service, I know many people see the elderly as easy targets and they should be horrified, but it looks like this is the way they do business. Shame on Apollo.

  

  Business Response

  Date: 01/30/2023

  ***** - thank you for reaching out. We received your comments on YELP and one of our customer service team members, Brandi, spoke with you this morning. I apologize for the miscommunication. Our technician did find a small CO leak. I have attached a few pictures to this response and can send you two videos of the leak detector identifying the leak. Please send us your email address and I will send you the videos. 

  Based on where this leak was found, it is not an immediate danger to the health of anyone in the home. It will however continue to leak CO and it is vital that the unit is repaired or replaced. 

  Since there was a small leak present, we scheduled a project manager to visit the following day (Saturday) to discuss the repair options or unit replacement options. Because of the nature of leak and the scheduled follow-up visit, the technician decided not to shut off the furnace. That way, your mother would still have heat in the home that day and evening. 

  We are very sorry that the technician came off as "pushy". That has been documented and will be dealt with internally with the technician and their manager. 

  This was a complimentary tune-up so there is nothing to refund. 

   

  Thank You 

  Customer Answer

  Date: 01/31/2023

  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.

  My mother, ***** ***** no longer trusts this company, and these photo's could have been taken of anyone's furnace. Another company came and did not find a leak. I further discussed this with my mother and she said she has paid for a package deal for preventative maintenance for this home and her rental home located at **** ******* *** ******* **** *****. She is requesting a refund for both homes.
  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 01/31/2023

  Thank you for your response. Please have ***** HVAC send us pictures of the furnace and their CO readings from their recent visit. That way we can prove our findings are from your mother's unit and are in fact accurate. Your radical and unsubstantiated claims implying that we would provide incorrect information to your mother and the Better Business Bureau are completely out of line. We do not engage in or tolerate libel or "libel per se". 

  The Apollo Care Plan for **** ******* has already been canceled and a refund has already been in the works. A check should be sent any day now. 

  We are considering the issue closed. Please do not ever reach out to Apollo again. 

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:

  I would like you to personally review the response from Apollo hearing. They were rude in the reply! I am shocked that they were treating me so nasty, nearly threatening me with libel. Do you permit businesses to treat complainants like this?
  
  
  
  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.

  My mother had purchased the plan for both her rental house and her house. I’d like a refund for both addresses. Her home and the ******* **** house. In the response they only mentioned the ******* **** house.
  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 02/14/2023

  As was mentioned in our previous reply, the payment for both care plans (**** ******* **** * **** **** ***) has been refunded (refund was processed on 2/8/23). Thank you

• Initial Complaint

  Date:01/22/2023

  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.

  It all started with leak through my basement ceiling. Called an Apollo plumber and he cut a hole in the ceiling and did not find a leak. He then removed the dishwasher and looked under it. He ran a cycle and determined that the tub was leaking. He told us to no longer use it and either replace it or call a repairman for it. He then pushed it back into place. It got a little stuck so he had to push it hard. 2 days later, I found water coming out of my hardwood floors across my entire kitchen. I pulled out the dishwasher and saw that a pipe was broken from when the plumber pushed it back into place. I called Apollo and they apologized and sent a drying company to the house. They installed industrial dryers that took over 10 days to dry out the floors. The floors were now warping and lost their finish. In addition the basement ceiling was ruined. Apollo originally took responsibility and they sent out a handyman to quote the ceiling repair and a flooring company to quote the floor repair. About a month later the handyman returned and completed all the ceiling repairs and did a nice job. Apollo covered all the cost. It took 4 more months and still no floor repair. I finally called and Apollo said that I could find my own flooring company because theirs was not working out. I called A Step Above and received a quote. It was much more work than we hoped because my hard wood floors have not been available for a long time and with my entire home being an open floorplan they would need to replace all 900 square feet. The quote came back as $18,000 of work. I submitted all the information to Apollo as they requested so they can then work to schedule and complete the fix. 2 days after I provided the quote, their plumbing manager Dave C**** called me and said he was sorry but he had a meeting and they decided that the leak was from the dishwasher and they would not fix the floor. He told me to contact my insurance company. I said that Apollo has been taking fault for 6 months

  

  Business Response

  Date: 01/24/2023

  ****. Thank you for reaching out. This is an incredibly
  unfortunate situation, and we apologize that you were not advised to get your
  insurance company involved right away. Anytime there is a water leak in a home
  it is always a good idea to get the insurance process started since you never
  truly know the extent of the damage, especially when hardwood flooring is
  involved (it can take days to actually show signs of water damage). Since there
  was already a leak in your kitchen prior to Apollo ever arriving onsite you can
  see why it would be unreasonable and irrational for Apollo to blindly accept
  responsibility for replacing all the flooring on your main floor. As you stated
  above, our technician discovered that it was always an issue with the
  dishwasher itself. We are not an appliance company, and the technician
  correctly advised you to repair or replace the leaking dishwasher.
  
  Our customer service manager got involved and saw that you
  have been a great Apollo customer over the past few years. He wanted to go
  above and beyond for you and he decided to cover the cost of the moisture removal
  company as a concession since we have a partnership with them for reduced
  rates. This wasn’t intended to be an action of taking responsibility for the
  preexisting leak in the kitchen. We apologize for this misunderstanding. Our
  customer service manager was under the impression that for a very minimal cost
  your flooring could be repaired, he was prepared to do this as an additional
  concession. That mindset carried on for months as another partner, *******
  Flooring, attempted to find a supplier that could possibly source the exact
  style of hardwood you have in the home. However, they came up empty handed. As
  far as we can tell from our internal investigation, this idea that the repair
  costs would be minimal was never fully communicated with you. And for that,
  again, we apologize. His desire to go above and beyond for you by spending
  Apollo’s money to clean up your dishwasher’s leak, patch the drywall, and
  repair your flooring was not the right call. At this point, Apollo has already
  spent more than what would be considered fair or reasonable based on the fact
  that the leak existed prior to our arrival. We are not able to offer any
  additional concessions.

  Customer Answer

  Date: 01/24/2023

  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.

  While the original leak was in fact from the dishwasher, this was not the leak that caused the damage to the floor.  The original leak was isolated and stopped with no damage to the floor.  The Apollo technician moved the dishwasher with force breaking a fitting that was not part of the original leak.  This newly broken fitting cased a second leak in the home that was found 2 days after the Apollo technician forcefully moved the dishwasher causing all of the kitchen floor damage.  Apollo corresponded multiple times claiming responsibility and accountability for what happened.  They continued to respond to me via documented email claiming that they would complete the repairs for 6 months after the damage was done.  Only after the quote for all the work was provided did Apollo suddenly change their story to state that the original leak was from the dishwasher.   If the Apollo technician never touched the dishwasher in the first place then the floor damage would never have happened.

  
  
  Regards,
  
  
  
  ******* **********
  
  

  

  Business Response

  Date: 01/30/2023

  Thank you for your response. Per the technician’s notes
  from the initial water leak visit on June 7th, 2022, the water leak
  was coming from the dishwasher and there was still an active leak when he left
  (see attached invoice for confirmation of the tech's notes). Obviously at that point
  you would have called an appliance company. What were their findings? 

• Initial Complaint

  Date:10/28/2022

  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.

  A new ***** furnace was installed in my home by Apollo in April 2012, warranted for 10 years. On 10/18/2022, (6 mos after the warranty expired) an Apollo technician performed the annual furnace checkup and advised there were several cracks in the heat exchanger, necessitating the immediate and complete shut down of my furnace as required by law to prevent CO poisoning. Customers just had to pay labor. $3500 in labor. Note that the Cincinnati weather forecast was predicting temperatures in the 30s overnight for both 10/18 and 10/19. Apparently Apollo had discovered many of the ***** furnaces they sold had this problem and stopped selling them sometime after April 2012. Apollo made arrangements with ***** to get replacement heat exchangers at no cost to the consumer. However, Apollo would charge $3500 in labor. Given the weather forecast I felt I had no choice but to have the heat exchanger replaced under the terms presented by Apollo.
  First thing in the morning 10/19, a different Apollo technician arrived to replace the heat exchanger. He arrived a little after 7AM and left around 230PM, having completed the replacement. That technician had at least 2 hours of down time as he was waiting for the part to be delivered. Although the repair services were performed on a timely basis, and the individuals I dealt with in my home were very nice, I was still having trouble reconciling a $3500 labor charge for the services performed on 10/19. After doing some research, I found the typical charge for this service is $1500. I contacted Apollo, spoke with a manager, and was told the fee not only covered the technician’s time, but also the backroom work Apollo had to perform. It is unconscionable that Apollo can charge more than $2000 above the average cost for this service. While I recognize I was obligated to pay the contracted amount, I wanted to bring this to the attention of the BBB so that others can avoid being overcharged.

  

  Business Response

  Date: 11/04/2022

  ***. Thank you for reaching out to Apollo. You have been working with our HVAC manager regarding your concern with the pricing and I would ask you to continue to do so during this process. Please know, our pricing is very intentional and we do not take theoretical "competitors pricing" into consideration when pricing our work. As the premium home service provider in the Cincinnati area, we hire the best, train extensively, pay our employees well, and our prices are reflective of our level of service. 

  Due to the frustrating nature of this situation, we would like to give you back a 10% refund on the price of the job. Thank You 

  Customer Answer

  Date: 11/07/2022

  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,
  
  
  
  *** ********
  

  Customer Answer

  Date: 11/08/2022

  I wasn't satisfied with Apollo's response. The offer to reduce the fee by $350 still translates to a more than $500/hour rate for an HVAC technician which is unreasonable. I spoke with Cory a manager at Apollo who provided additional (but not necessarily compelling) details. However I have accepted the offer. I just think it's important for consumers to be aware that Apollo's charges are significantly higher than the industry standard. Buyer beware   Thank you.  *** ******** 

• Initial Complaint

  Date:09/29/2022

  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.

  At the end of May 2022, I called Apollo to analyze an issue I had with my kitchen line draining outside the building. Ryan came out, did a visual inspection and said he would need to schedule another appointment for them to return and dig up the flower bed where the kitchen lines were draining, he also said it would cost $2,800 for them to further assess the issue - I agreed to the costs and we scheduled another date. On 5/31/22, Ryan returned with two other employees who dug up the flower bed while he inspected the line with his camera. Thirty minutes later Ryan knocked on my door and told me the original kitchen line has collapsed and that they would not be able to reconnect it. He insisted the kitchen lines be re-routed through the wall and into the garage where the main waste line was - this would cost me $10K. Me not wanting to touch my liquid assets Ryan proceeded to help me complete a loan application on the phone with ******** as they had a zero percent APR special going on at the time - I was approved within 10 minutes. Ryan then said he would call me that next day to schedule another appointment where they would complete the job of re-routing the line. He did call and that appointment was scheduled for 6/7/22. The day of, new technicians came out and were confused about what needed to be done. The technicians had to reach out to Ryan several times to get an understanding of what was previously done and what needed to be done to resolve the issue. Once everyone was on the same accord, I was told that Apollo would not repair any drywall that would be destroyed in the process so I backed out the deal. With a job this expensive yet so simple, I didn't agree. Ryan called me a couple days later to persuade me to go through with the repair but I didn't feel comfortable and told him I would shop around. On 9/26/22, I reached out to a licensed plumber who verified the original line was not collaspsed. He reconnected the line within a couple hours

  

  Business Response

  Date: 10/03/2022

  Thank you for reaching out to Apollo. Please provide the photos and videos of the plumber who "verified the original line was not collapsed" and I will investigate further. You can email them to "[email protected]" or text them to ###-###-####. thank you

  Customer Answer

  Date: 10/03/2022

  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.  The invoice to the plumber who repaired the line is attached. 
  
  
  Regards,
  
  
  
  ******* *******
  

  

  Business Response

  Date: 10/03/2022

  Thank you for sending, but that does not have enough information. The crux of this issue comes down to our diagnosis of a collapsed pipe versus their ability to fix said pipe without having to re-route it. Did they provide you with any pictures or videos of the pipe, which according to them was not collapsed? 

  Customer Answer

  Date: 10/03/2022

  How is the invoice not enough evidence!? The invoice states what was completed. You guys call me every week for maintenance but don't want to call the plumber who fixed the issue? Do I need to file a court case? Come dig it up so you can verify it was completed as stated on the invoice. It's ridiculous that I have to go through this much to prove Apollo lied about work that needed to be done. If I don't see a refund by the end of this week I will be escalate this to the social media and file a formal request in court 

  

  Business Response

  Date: 10/05/2022

  Apollo Home will be
  processing a full refund of $2800 for *******. 
  We do understand our solutions may be different than the
  competition. We do work in a manner that allows us to guarantee and warranty
  our work into the future. Based off our notes and pictures we do stand by our
  diagnosis as the most percent solution for the issues at hand. 

  Customer Answer

  Date: 10/12/2022

  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. As of 10/12 I am still waiting on the refund 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:08/30/2022

  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.

  Date of service was around January 20, 2022. I contacted Apollo Home to do electrical upgrades to my Kitchen. I was having cabinets put in and there were upgrades that needed to be done for the microwave. I gave them a diagram that was drawn up by **** ***** to show them the upgrades that were needed. According to **** ***** the upgrades should have cost about $3,000.00. **** ***** told me their estimate was high because **** ***** charged higher prices so they could make a profit and suggested I call a local company that should be able to do the upgrades for half of that price.
  I contacted Apollo home because I had used them in the past with good results. I was assured that the job would be performed by licensed electricians. I was told that the ****** County Inspector would not authorize the upgrades I needed done to my kitchen unless the outside electrical connection to the house was replaced and the circuit breaker box in the house also had to be replaced. They promised any holes in the walls would be repaired. I became suspicious when Apollo did not want the ****** County Building Inspector to sign off on the work that was performed. After having an inspector come out to the house, I found out that Apollo did not have any licensed electrician working for their company and the electrical connection to the outside of the house did not need to be updated because **** ****** have updated the connection a few years back. There were holes left in the wall and wires that were left hanging. They did not fix the holes left in the wall or fix the wires they just left hanging. I was told work was required by the building inspector when they had never contacted the building inspector. When I called to complain and have the bill adjusted, I was only offered $100 off of the total bill which I stated was unacceptable. I patched the holes in the walls and got a licensed electrician to BC Electric fix the problems the building inspector found with the work that was done.

  

  Business Response

  Date: 08/30/2022

  ****,

  You work was performed by a journeyman ******** ********ian. I am not sure who is telling you otherwise. Apollo has four ******** licensed electricians on staff. 

   

  We have gone above and beyond for you. You haven't even paid for the work yet and now you are falsifying details to the BBB. We will be in touch next week when our Electrical manager, Dave, is back in town. 

  

  Business Response

  Date: 09/07/2022

  ****,
  
  I have connected with our electrical manager, Dave B*****, who you have worked with in the past. Here are his notes regarding the work that took place on January 5th, 2022:
  
  We completed an electrical panel installation, service change, adding a new circuit line, and re-routing some wiring for **** ****** on 1/5/22. At the time of completion there were no issues. When **** ****** signed the contract for work to be completed, she opted to use our financing company ‘********’ as her form of payment. As part of the process, **** ****** was supposed to go into her email and approve the financing agreement to complete payment. The next day we received an email stating that she declined financing. Assuming that **** ****** declined the financing agreement in error, we re-submitted the form to her and followed up with a phone call. **** ****** did not answer that call and subsequently declined the second attempt to process financing. We followed up several more times that week and the week after. After two weeks of attempted calls, **** ****** finally took our call. She said that she wasn’t satisfied with the placement of a couple of outlets in the kitchen and wanted that fixed before she would pay. She also added that she would be paying by check instead of financing. We agreed to remedy the issues that she had and scheduled it the very next day. When Jeremy arrived at her home on the scheduled day and time, **** ****** was not at the premises and would not answer her phone. We made several attempts to reach **** ****** that day and for the weeks after. On February 1st we submitted a request to put a lien on the property.
  
  The technician who performed the work was a ******** Journeyman electrician, Jeremy L******** (see attached). We are unsure why you were told otherwise, but it was false information. We do not perform any work in the state of ******** without a licensed electrician onsite.
  
  We do not include the price of repairing drywall holes in our electrical estimates since we have a separate Handyman division who would have provided pricing for the drywall repairs. I am unsure as to why you were led to believe otherwise but we are happy to send a handyman to your property to get you pricing for that drywall work if any work still needs to be done.  
  
  Since you stopped engaging with us, we were never able to offer you the 10% refund we wanted to give you based on the frustrations you have experienced and the misunderstanding about the drywall repairs. $100 was never discussed. We are unsure where that dollar amount came from.
  
  The 10% refund would reduce your invoice by $772.46 for a new total of $6952.12
  
  Mike K******
  Customer Experience

  Customer Answer

  Date: 09/21/2022

  I could not send everything in one email, so I broke it down into 4 emails. I am not happy with Apollo’s response. I am offering to pay once we come to a reasonable price for the work they left incomplete.
  
  I contacted Apollo Home with specific work that I needed done before I had new Kitchen cabinets installed. I was able to give them the Custom Labor Details from **** ***** that outlined the plumbing and electrical work that I NEEDED done. I am attaching a copy of the Labor Detail.
  
  The service man said the job could not be completed because it needed to be approved by a ****** County Inspector. I was told the electrical work I needed done in my Kitchen would also need a new Electrical Panel Installation and a new Service Change as required by the ****** County Inspector. I thought all I needed was to have some outlets moved or rewired. I told the salesman that the Service had be changed by Duke energy about 10 years ago because the lines that connect to the house had fallen on the roof covering my porch and the outside meter had been changed about 5 years prior. I was assured the other work that was done was required by the ****** County Electrical Inspector.
  
  There were six men that showed up at my house to do the work. I am not saying that Apollo does not have a Licensed Electrician on staff, but none of the ones who did the work at my house were licensed as was told to me by the Inspector that eventually inspected the work done. He assured me that Apollo had not contacted his office to see if the Electrical Panel Installation or the service change needed to be done and since this had been done before I called him, that he could not say that I did or did not need the additional services completed by Apollo’s electrician.
  
  I was told that all holes in the wall would be patched and there was no mention of someone else patching the holes left in the walls for an additional charge.
  
  I work from 12:30 pm until 1:00 am Monday through Friday answering International telephone calls for the Internal Revenue Service. I usually do not answer my telephone during those hours for that reason. That information was given to the Apollo multiple times.
  
  I received multiple emails from ******** from December 31, 2021, through January 20, 2022, asking if the work had been completed, on each of them I answered no because of the holes in the walls and the wires that were just left hanging without being capped off.
  
  I contacted Apollo by telephone several time to attempt to get the work completed and or the bill adjusted. I was given two emails to send photos of the incomplete job to. Both emails would not accept an email from me with or without the pictures. It was during the telephone calls that I was offered a $100.00 discount, which I rejected because I felt $100.00 was not reasonable considering how Apollo left my house without the work completed.
  
  I ended up paying my sister $500.00 to patch up the holes left in the walls and ceiling. I capped off the wires that were left hanging. I paid $150.00 to have the microwave installed which included attaching the outlet for the Microwave Oven. When the plumber came, he did the repairs so that the Dish Washer outlet was put in, and not left with the wires just hanging. The foreman from Apollo, who came to see the job being done recommended have an electrical switch to cut off powered to the Dish Washer, which I agreed to because it appeared to be a safety feature.
  
  I believe it was Apollo that sent two men from ******** ******** on March 29, 2022, to see the work that had been done and find out why I was not satisfied. I sent them the pictures that I had not been able to send to the Apollo emails. They could not see how Apollo had left the Job incomplete because I had already had the Cabinetry, Microwave and Stove and dishwasher installed. I sent them the pictures of how the job was left incomplete. They are the same pictures that I could not send to any Apollo email.
  
  I have never told anyone at Apollo that I wanted to pay by check. I have 3 bank accounts and have never had a checking account at any of my banks. At the time, I had the money in the bank to pay for any repairs. I still plan to pay a fair price for the work that was completed.
  
  The Electric Panel Installation and Service change cannot be undone. Even if they were not necessary, and not recommended by the ****** County Electrical Inspector, I believe Apollo should be paid a fair price for the Job. Angie’s list the average price for an Electrical Panel Installation as $1,260. When Duke Energy did my service change when my wires had come down before the price was $75.00. The Custom Labor Detail from **** ***** estimates the cost of the outlets that needed to be relocated as $1,581.00 which they told me would be considered higher than average because of additional **** ***** charges. All in, the most the work should have cost is $2,915.00. Apollo has not given me any accounting of the $7,700.00 charge for services or why their charges are over $4,000.00 higher than what their services they performed should cost. They did not even input any CFCI outlets around the sink or oven. I did not need an additional outlet for the refrigerator because there was already one on the wall where the refrigerator was located. The average hourly rate for a licensed electrician in ****** County is between $50.00 to $100.00 and hour. Since the electrician doing the work were not licensed, I don’t feel their labor should have been billed at more than $50.00 an hour and should be less than the $2,100.00.
  
  I will happily pay $4,000.00 for the work that was done taking into consideration I had to pay the electrical inspector, the person who installed the microwave and the plumber who completed the electrical work to install the dishwasher. I had to pay my sister to repair the holes that were left in the walls. Though Apollo did complete the work quickly, their leaving the job unfinished put me behind schedule on work that needed to be done so that the house was ready to be rented.
  
  I have had all new flooring put in, I have had the bathroom updated and tiling done in the kitchen and bathroom and all the contractors doing the work were paid cash when the job was completed to my satisfaction. I have worked with Apollo before for 15 years having problems being resolved at *** **** **** ****** and have always paid by cash or with credit cards. I have never had a problem with the Apollo until this job.
  
  The project was done at *** **** **** ****** while I live across the street at *** **** **** *** ********** ** *****
  
  The attachments included with this email are from the ****** County Building Inspector.
  

  

  Business Response

  Date: 09/29/2022

  ****, 

  You agreed to and signed for $7,724.58 worth of electrical work which we performed. You then decided to call a different company to fix some concerns you had about the work, which we would have GLADLY completed for you for free had you not ignored our phones calls for months. We have already discussed how the ******** inspector was misinformed regarding the Apollo electricians were onsite. We DO NOT perform work in the State of ******** without a licensed electrician onsite. 

  We will offer a $650 discount for the Drywall repair and Microwave outlet, even though the drywall repair was never part of the scope of work.