Complaints

This profile includes complaints for Apex Pros Plumbing, Electric, Heating & Air LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Apex Pros Plumbing, Electric, Heating & Air LLC has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Apex Pros Plumbing, Electric, Heating & Air LLC

  4300 Tuller Rd Dublin, OH 43017-5008

  
• 

  Apex Pros Plumbing, Electric, Heating & Air LLC

  834 Morrison Rd Gahanna, OH 43230-6643

  
• 

  Apex Pros Plumbing, Electric, Heating & Air LLC

  6663 Huntley Rd Ste M Columbus, OH 43229-1040

  
• 

  Apex Pros Plumbing, Electric, Heating & Air LLC

  106 S 27th St Newark, OH 43055-1902

  
• 

  Apex Pros Plumbing, Electric, Heating & Air LLC

  1771 Victor Rd NW Lancaster, OH 43130-0100

  

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:07/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apex Pros installed pex waterlines in my attic 9/26/2023 after a leak was found under my slab. February 2024 the lines froze. They came out and insulated the lines at no charge. The next February 2025 the lines froze again. After doing research I have found the job was not done up to code and a permit was not acquired or an inspection done. I have been trying to get them to finish the job, make it up to code so the lines dont freeze again. ******* ******* came out and agreed the job was not done properly. After that we have dealt with unreturned phone calls and missed appointments. ******* finally came and told us what he thought needed to be done , said he didnt need a permit , and would get back to us after speaking with the HVAC technician. Days went by and we had been put off so many times, that I communicated with ***** **********, supervisor for the plumbing board of ********. He said a permit is required and gave an example of how the job could be done up to code. I sent that information to ******* asking for permits to be acquired and have an inspection done. I asked for it to be done immediately or will consult an attorney. I have lost 2 contracts to sell my condo due to the lines not done up to code. ******* applied for a permit but it was denied because it needed a better plan. Now we are on hold again waiting for him to get a permit. I feel they are dragging this out. I want it done properly, with a year warranty ( he said they would give me one for me or whoever buys the condo), at no charge to me since it was not done properly the first time.I have not filled a contractor complaint or contacted the attorney general yet, but will if it cant be done soon. I am prepared to take them to civil court for the money I have lost because I cant sell my condo.

  

  Business Response

  Date: 07/07/2025

  We want to sincerely apologize for the ongoing frustration and inconvenience youve experienced. We understand how important it is for this issue to be resolved correctly and in a timely mannerespecially given the impact its had on your ability to sell your condo.
  Our team came back onsite on 06/30/2025 to thoroughly assess the situation and develop a proper game plan to ensure the work is completed up to code and in full compliance with local regulations. Following that visit, we officially pulled the required permit on 07/01/2025 under Permit #PMEPR2523988, and we are actively working to finalize the next steps for completing the job properly.
  Please know this matter remains a priority, and our goal is to complete the necessary work at no cost to you, as it was originally not done to code. We also remain committed to providing the 1-year warranty that was discussed, whether the property remains in your name or is sold.
  We appreciate your patience as we continue to work through the permitting process and bring this matter to resolution. If you have any immediate questions or would like a direct update, please dont hesitate to reach out to our team.

• Initial Complaint

  Date:06/26/2025

  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.

  Here's a few screenshots of my doorbell camera of **** ***** with apex pros coming to my house at 1:08 pm on Friday June 13th to estimate cleaning my heater ductwork.

  He went inside a 6 year old good operating furnace and broke it.

  By 1:53 pm he ran into problems and went out for a volt meter.

  At 2:25 pm he was now bringing in a test thermostat.

  By 3:08 pm he was bringing in wire strippers. We have cameras running inside the house as well that caught everything.

  Then ***** ******** shows up a week later and he damages the unit again. Here’s pictures of him bringing in another thermostat then he lied to his boss Joe about what happened here. They removed the float switch and jammed a wire tie into the blower safety switch and blew a fuse inside the unit on the micro board. Now they refuse to repair the damages they caused to our 6 year old furnace/ac unit that was operating when they got here.

  This is only the short version of a total 3 appointments and many hours of them having major problems from what they've done to my furnace. The incompetence of almost every bit of my experience (with exception of the call center, thank you for trying to help me, ******* *** ****** has been absolutely insane.

  Then, these guys install manager, ***, berated ME over the phone for explaining the situation and basically called me a liar. I still don't have it fixed correctly, *** directly put me on a "do not service" list and pretty much hung up on me. I still have the junk thermostat installed on the wall instead of the nice touchscreen the machine came installed with. Jessie lied to his boss, Joe, that it came from my garage but here's a picture of him bringing it in, he's the heavy set guy.

  The original thermostat was hard wired only without a battery and the new one they installed will run off being hard wired or battery but will only operate off the battery power and not the furnace signal.

  They damaged my ***** AC unit for a no cost estimate to clean my ductwork.

  

  Business Response

  Date: 06/27/2025

  We are truly sorry for the frustration and inconvenience you've experienced, and we want to thank you for taking the time to share such a detailed account of your concerns. Your feedback is very important to us, and we never want any customer to feel unheard, mistreated, or left without a resolution.
  To clarify, our initial visit to your property was on June 13, 2025, to provide a free on-site estimate for duct cleaning. That same day, you reached out with concerns about your furnace. In response, we returned on June 14, 2025, to assess those issues and complete any necessary repairs—at no cost to you—to ensure your unit was operating correctly and to address your concerns.
  Following that, you had multiple conversations with our HVAC Manager, ***, to discuss the situation in further detail and find a path toward resolution. On June 19, 2025, we returned to complete a free health and safety inspection, which included:
  Running the furnace for 10 minutes to confirm proper operation
  A free A/C inspection with refrigerant check
  A free basic wet wash of the outdoor unit
  Discussion of a potential chemical cleaning, which *** quoted at a discounted price of $550 due to the inconvenience
  Our records indicate the unit was fully operational upon completion of these services, and all work completed—including return visits and inspections—was provided at no charge.
  We understand you remain dissatisfied, and we genuinely regret that our efforts to resolve the matter have not met your expectations. Please know that our intention was always to make things right, and we’ve done our best to address the concerns promptly, professionally, and at no cost to you.
  Attached are your invoices detailing each visit, the services performed, and the steps taken to ensure your system was safe and functioning. If you have further documentation or unresolved questions, we invite you to call us directly so we can revisit the situation with care and transparency.

  Customer Answer

  Date: 06/28/2025

  I am rejecting this response because:  the original thermostat is still not installed and the replacement thermostat that I did not ask for that ***** stole from the company and lied to his manager that was mine, is still installed in my home. His claim was that he could not figure out the wiring and why the original would no longer work after **** and ***** were inside the furnace and making changes to the furnace and wiring. I have multiple audio and video recordings that back up my claim that the HVAC system is still not operating and that **** not only damaged the HVAC but rewired and bypassed 2 safety devices as a work around. These files were uploaded and sent to *********** that show the malicious alterations in my HVAC system. The matter remains unresolved. ***, their installation manager, has been lied to by both of these technicians and has yet to contact me, apologize for insinuating that I am a liar and correct the issues caused by the technicians. 
  
  
  
  Regards,
  
  
  
  ***** *********

  

  Business Response

  Date: 07/10/2025

  We understand your frustration and truly apologize for the ongoing concerns you've experienced. To clarify, at the time of service, your original thermostat was malfunctioning and contributing to the system issues. In an effort to resolve the problem quickly and at no additional cost to you, we installed a new thermostat. This was communicated with you before the work was completed, and our goal was to restore comfort to your home as efficiently as possible.

  Customer Answer

  Date: 07/14/2025

  I am rejecting this response because: This is an absolute lie. At the time of service, the system was operating normally as it had since the system was installed. The hvac stopped operating after the technician **** turned the float valve then went inside the furnace and started flipping switches and making adjustments. He was called out to estimate duct cleaning, not to go inside the unit and start making alterations to the electronics. I did not ask for your thermostat that ***** stole from his truck to install in my house. I want the original thermostat reinstalled and my furnace to operate as it did before contacting Apex pros for ductwork inspection. Now that you're contacting me again after you lied to your attorney about me committing defamation,  I feel if this matter is not resolved,  I need to make certain I involve an attorney about a malicious defamation lawsuit. I've already contacted the OAG and will update them to the fact I've been threatened with a lies including a malicious defamation lawsuit by your company. If you want to sue me for defamation where I have video and audio recordings of everything that went on in my home and multiple witnesses that were home at the time both technicians being there damaging my furnace, I'd be happy to counter your lawsuit with the same figure of what you think you're going to sue me for. I've already sent Apex multiple videos with audio and still pictures of your technicians coming into my house with tools used to disconnect and bypass the float valve and other safety devices. Apex has created a fire and safety hazard in my home. 
  
  
  
  Regards,
  
  
  
  ***** *********

  

  Business Response

  Date: 07/15/2025

  Thank you for your response. We want to sincerely acknowledge your frustration and concerns — your experience matters to us, and we regret that you feel the situation has escalated to this point.
  To clarify, our original visit on June 13, 2025, was for a free on-site estimate for duct cleaning, as requested. Following your call expressing concern about your furnace, we returned the next day to investigate and address the issues you described. The video footage you referenced shows our technician on-site responding to those concerns, not performing any unrequested work during the initial estimate.
  Out of good faith, we made necessary adjustments and provided service at no cost in an effort to ensure your system was operational and you were satisfied. At no point was there an intent to cause damage or alter your system beyond what was discussed.
  The only reason we’ve reached out to you again is to respond to the complaint submitted through the Better Business Bureau — this is part of our commitment to engage with all feedback and seek resolution when possible.
  We understand you remain dissatisfied with the outcome and continue to dispute our actions. While we do not agree with all of the claims made, we take them seriously and appreciate that you've taken the time to provide your perspective and supporting materials.

  Customer Answer

  Date: 07/16/2025

  I am rejecting this response because: your technicians came to my house and damaged my furnace and the matter is still unresolved. I did not ask for a new thermostat to be installed. The thermostat that is in my home now came off of your technicians truck and ***** lied to his boss, ***, that it came out of my garage. The original thermostat was working properly and had no issues. The first technician, ****, disconnected safety devices in my furnace after making alterations that I did not ask for. He was out to inspect the ductwork for cleaning and damaged the furnace and I would like the original thermostat reinstalled and operating as it did before your technicians came to my home and created fire and injury hazards after bypassing at least 2 safety devices built into the machine. If you have any dignity at all you will contact me and resolve this issue. 
  
  
  
  Regards,
  
  
  
  ***** *********

  

  Business Response

  Date: 07/17/2025

  Thank you for your continued feedback. We do want to clarify the sequence of events to ensure transparency.
  When our technician initially came to your home, it was solely to provide an estimate for duct cleaning. At that time, no work was performed on your HVAC system. After you contacted us stating there were issues with your unit, we promptly returned to inspect the situation and help resolve it.
  To restore airflow, we replaced the thermostat at no cost to you as a gesture of goodwill. You were made aware of the steps being taken, and during that time you acknowledged that we were moving in the right direction to correct the issue and make things right.
  We want to emphasize that our intent throughout this process has been to resolve your concerns and do right by you. We’ve made every effort to fix the situation without any additional cost to you.

• Initial Complaint

  Date:06/26/2025

  Type:Billing 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 had to have a service breaker installed from the Utility meter from my side that runs the electric to my house. These usually cost around ******. It was December 2024 and I couldn't get to it myself and lost my electric do to the failure. Total labor time was 1.5 hours..

  I was quoted a price of ******* and I bowed do to the weather conditions. I was going to pay in full on a credit card and the man told me that if I wanted I could use their financing at no interest for ***** a month. That was much better so I agreed..

  When I got the first statement from Service Finance they said I owed *******. **** will not call and deal with me and Service Finance is useless in dealing with this issue. They demand ******* and say it is between me and Apex pros. I agreed to ******* and now am at risk of destroying my 800 credit rating because of this..

  Apex Pros are scam artists PERIOD.. BBB is the only place I can turn to at this point. Please help me..

  

  Business Response

  Date: 06/27/2025

  Were very sorry to hear about the frustration youve experienced, and we understand how upsetting this situation isespecially when it involves your homes electrical service and financial concerns.
  After reviewing your account, we want to clarify that we do have a signed estimate dated 12/17/2024, in which you agreed to the total amount of $3,000 for the work performed. Our team then proceeded to complete the service on 12/18/2024, ensuring your electric was safely restored given the urgent and severe weather conditions.
  We understand you were under pressure due to the circumstances, and we want to assure you that we aim to be as transparent as possible with all pricing and financing terms. If you have any documentation showing a different agreement, we would absolutely like to review it so we can help resolve this.

  Customer Answer

  Date: 07/07/2025

  7.7.2025, per consumer call to BBB he does not have record of receipt of business response. KG resent email to him. He will review and respond.

• Initial Complaint

  Date:06/25/2025

  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 APEX Pros on June 13th to perform a routine air conditioning (**) tune-up on my system for $29, which was functioning without any issues before their visit. Shortly after they began their work and attempted to leave, I noticed that my unit sounded differentlouder and more strained than before. I immediately voiced my concern and mentioned that the system sounded worse than before they ********** response, the technician made an adjustment to the fan, but despite this fix, the ** unit continued to perform poorly. In fact, the system began running hotter than it ever had prior to their service. What was supposed to be a simple tune-up has left my ** in significantly worse ************ no point before the service was I advised that their work might cause damage or require additional costly repairs. I feel that the service was either poorly performed or directly caused a new issue that did not previously exist. In fact, it seemed intentional for them to break my unit so they could sell me a new one. Now my ** broke completely and I am seeking damages or repair.

  

  Business Response

  Date: 06/27/2025

  
  Were truly sorry to hear about your experience and the issues you've encountered following our technicians visit. A routine AC tune-up should never leave your system in worse condition, and we sincerely apologize for the frustration and discomfort this has caused.
  During the appointment, our technician did identify several concerns with the system, which wed like to clarify below:
  Indoor Unit (Furnace & Evaporator Coil):
  The system is a York model manufactured in 1994.
  The blower wheel is heavily soiled and in a condition where replacement is recommended rather than cleaning.
  The evaporator coil has visible dust and debris buildup, contributing to restricted airflow and reduced efficiency.
  The heat exchanger shows signs of deterioration, with multiple bends and accordion sections beginning to split or fractureposing a potential safety risk. We advised that the furnace should not be operated until these issues are properly addressed or the system is replaced.
  Outdoor Unit (Air Conditioner):
  Capacitor readings were within manufacturer specifications.
  The contactor is pitted and nearing the end of its useful lifereplacement was recommended.
  The unit was noticeably loud during operation.
  After a 15-minute test run, refrigerant pressures were found to be low (R-22 system):
  Standing pressure: 112 psi on an 80F day
  Low-side pressure: ~50 psi with icing starting to form on the suction line
  Recommendations:
  Due to low refrigerant levels, the system is at risk of freezing up during extended operation. We strongly recommended not running the unit until the necessary repairs are made.
  Considering the age of the system (30+ years) and the scope of repairs needed for both the furnace and the *** our technician recommended evaluating replacement options. At the time, you chose to decline repairs and replacements and indicated that you would be pursuing support through your home warranty provider.
  Attached is your invoice, which outlines all of the findings and recommendations discussed during the v
  

• Initial Complaint

  Date:06/18/2025

  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.

  Description:
  Apex came to hydro jet my basement sewer lines and didn't completely do the job. Used high selling tactics to try to get me to
  pay $16,000 to have complete sewer lines replaced because my pipes were broken. **********r came out and videoed the
  lines, no breaks. Also they said they still needed hydro-jetted. I have the before and after videos **********r took. The pipes
  are very clear afterwards, no issues with drainage which was not the case after Apex supposedly did it.

  

  Business Response

  Date: 06/19/2025

  Thank you for reaching out and sharing your concerns. I want to first acknowledge how frustrating this experience must have been for you, and I truly appreciate the opportunity to address it.
  After reviewing your appointment details, I want to clarify that our technician was able to hydro jet and clear the line between 25 to 35 feet during the service. Unfortunately, we encountered an obstruction at that point and were unable to clear beyond it. This is why we had a Project Manager come on site—to assess the situation further and provide professional recommendations, given the limitations we faced during the visit.
  We understand that a second opinion was able to complete the hydro jetting and provide a different assessment of the pipe condition. We respect that, and we’re glad to hear your lines are now clear and functioning properly.
  That said, please find attached the original invoice from your appointment, which outlines the scope of work completed and the reason for our Project Manager’s involvement. Our intention was never to pressure you, but rather to provide our best recommendation based on what our team observed at the time.

  Customer Answer

  Date: 06/20/2025

  I am rejecting this response because: By viewing the video *********** took before they began the hydrojetting and the results of their hydrojetting at the end, it is clear that Apex Pros DID NOT complete the job.  They may have hydrojetted it a little bit to get the line flowing some but it was still backing up into my basement after a few hours.  ***********'s receipt also states clearly they found no breaks or major obstructions and since they guarantee their results for 1 year, they'd hardly lie about such things since they would have to come back and redo it free of charge.  My drain has not backed up once since *********** was here and I want my money back from Apex.  You can see in the *********** video that there are no broken pipes as your sales manager stated repeatedly that there was.  He kept saying, you just have to do this (the $16,000 sewer line project he tried to upsell to me).  This is a completely unacceptable business practice and I can only conclude from your refusal to refund my money that it is a company policy. 
  
  
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 06/20/2025

  Thank you for taking the time to share your concerns. We understand how frustrating it must have been to continue experiencing issues with your drain, and we sincerely apologize for any inconvenience this has caused.
  We want to clarify that when our technician was on-site, the line was severely backed up, and our team was only able to hydrojet approximately 25–35 feet, which was clearly noted on the invoice provided to you at the time of service. Based on what we were able to observe during our visit, our technician made recommendations that he believed were in your best interest, given the information available at that time.
  We appreciate you providing video evidence from **********r and understand that their follow-up work has resolved the issue to your satisfaction. While we are glad the problem is now resolved, it’s important to recognize that each company's equipment, methods, and timing can yield different results. Our recommendations were not intended as a pressure tactic but rather as a proactive approach based on the signs of potential deeper issues in the line.

  Customer Answer

  Date: 06/27/2025

  I am rejecting this response because: **********r was able to immediately clear the sewer with hydrojetting so I refuse to believe your explanation that you were unable to do so.  The drain should only have gotten worse after you "tried" to clear it but **********r found NONE of the breaks in the line you said you found and I have provided the video and the technician's statement to that effect.  *********** completely cleared the sewer line and provided the video to show the before and after.  You did not perform the hydrojetting service you charged me for and further tried to bilk me out of $16,000 for unnecessary work.  It's totally unacceptable that you have refused to refund my money for work you failed to complete and that I had to have another company perform. I can only conclude that this is your company's usual way of doing business.
  
  
  
  Regards,
  
  
  **** *******

• Initial Complaint

  Date:05/20/2025

  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.

  4/14/2025 Apex Pros came at Customer's request to address alarm for sump pump beeping. Apex Pros discovered main sump pump is out and needs replaced. Paid $953 for ******* *. to replace sump pump and replace check valve which consisted of about ***** mins of work that included ********* unwanted inspection of our water heater. ******* stated the water heater needs to be replaced immediately due to corrosion. Sump pump began to beep again, Customer replaced the battery. Sump pump began to beep again. Apex Pros came out on three additional visits stating that it could be bad battery, defective sump pump which was replaced and last visit recommended replacing the entire unit with credit of the $953 already spent to be applied to new unit. Customer is waiting to hear from customer advocate; it has been two days and haven't yet heard from Apex Pros' customer advocate. Customer requests that ********************** fix the original problem (sump pump beeping) or provide a refund to have the sump pump installed correctly.

  

  Business Response

  Date: 05/27/2025

  Hello *****,
  Thank you for that information.
  As previously discussed, the issue you're experiencing is with your battery backup system. We only replaced your main sump pump, as you opted not to replace the entire system.
  We have you scheduled for Friday, 05/30/2025, for a technician to come on-site and ensure the issue has been fully resolved. We are currently in the process of making things right for you.

  we are asking that this claim be closed out. 

• Initial Complaint

  Date:05/09/2025

  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 needed to have work done on my sewage pipe. After forcing me to cancel my service with ECO Plumbing in front of them, Apex quoted me through GoodLeap a monthly bill of $236.19 due in 18 months with *****% interest. **** ******* never sent the information through ******** and went with a different loan company making the monthly payment $498 due in 30 days. After calling to resolve, he then made the monthly payment $350 after telling me to take a chill pill and hung up on me. **** employees also left saw blades in my yard that my male dog found and got ahold of. They did repairs on April 28th, 29th, and 30th of 2025. Ive been trying to get ahold of someone ever since. Attached is proof of the original payment of $236.17 as well as the saw blade they left and how they left the middle of my yard. I also did not get to give my signature on the final day they were here due to them leaving without telling me how the inspection went and if I was able to use my water. Thank you for your time.

  

  Business Response

  Date: 05/12/2025

  Thank you for reaching out and bringing your concerns to our attention. First and foremost, we want to sincerely apologize for the frustration and inconvenience you've experienced. Please know that your satisfaction and safety are very important to us.
  We understand that this has been a difficult situation, and we regret any miscommunication or confusion regarding your financing, service experience, and post-work conditions.
  To clarify, we have been in contact with you on three separate occasions by phone to address your concerns, and weve also communicated via email. We truly appreciate your continued patience and engagement during this process.
  Regarding the financing, while we do help initiate financing options, we do not control or manage the terms, payment schedules, or approval processes of third-party lenders such as GoodLeap. Any changes to loan amounts, terms, or payment schedules would have been made by the financing company directly. We encourage you to continue working with them to ensure you fully understand and are comfortable with your financing agreement.
  As for the final day of service, we apologize if our technicians did not clearly communicate the completion status of your job or answer your questions before leaving. While we do aim to keep our customers informed throughout the process, a final signature is not required for us to close the project as we had already received your signed estimate authorizing the work, which is attached below for your reference.
  We are also truly sorry to hear about the safety hazard caused by the saw blades left on your property. That is absolutely not acceptable, and we are taking this issue seriously to ensure proper protocols are followed by our team to prevent this from happening again.

  Customer Answer

  Date: 05/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23307408
  
  I am rejecting this response because: **** ******* showed me a monthly payment that we had already been approved for on GoodLeap (shown previously). It should have been a monthly payment of $236, however **** never sent in the information through GoodLeap. He sent it through a completely different loan company. How is that not his fault? I have not spoken to anyone on 3 occasions, I spoke to a lady named **** who said she would get back to me and never did until I called for a week and finally got an email. Your policy of no surprise fees definitely needs updated then because that definitely was not the case in this situation. 
  
  Regards, 

  
  ****** ****

  

  Business Response

  Date: 05/27/2025

  We completely understand how frustrating this situation must be, and we sincerely apologize for any inconvenience youre experiencing. However, we want to clarify that we do not have control over payment matters related to financing. That is handled directly through the finance company you chose.
  Our technicians assist customers with completing the financing application and inform them of what they are approved for, but any questions or concerns regarding payment plans or charges must be directed to the finance company.
  Additionally, we have made multiple attempts to reach out to youweve called three times and sent an email in an effort to address your concerns.
  Please know that we genuinely want to help resolve this issue and are here to support you in any way we can.

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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.

  This company is very sketchy. We called them to get a quote for work. The quote was ridiculously high. When I asked for a breakdown of parts and labor, the representative acted like that was a crazy request and started using high pressure sales tactics, including insisting that he’s worked for other companies and the prices are all the same. By his own admission though, the labor would likely take less than an hour and parts were less than $50, yet the quote was for over $850 and he tried to insist that I didn’t understand how hourly rates work. When I finally stated I wouldn’t commit without a breakdown of the price, I was told I would receive that via email. I never received the quote, even when I messaged back to ask about it. This is particularly glaring because the representative who came to the house tried to use “safety” as a sales tactics, yet they never provided an actual breakdown to perform the supposed safety work.

  

  Business Response

  Date: 05/05/2025

  Thank you for taking the time to share your experience, and I want to sincerely apologize for the frustration and disappointment you encountered.
  It’s never our intention to make anyone feel pressured or uneasy, and I’m truly sorry that our representative came across that way. Your request for a breakdown of parts and labor is completely reasonable, and you should have received that information clearly and without hesitation. Here at apex we usually dont send out an itemized statement unless the customer calls in to request it. We can get that sent out to you as well. Also the pricing that was provided for you was accurate. Attached itemized invoice that we sent out through email.

  we are asking that this claim will be closed. 

  Customer Answer

  Date: 05/05/2025

  This is still not an itemized estimate. This quote breaks down the bill into 2 separate pieces, but each has mystery prices. Neither explains an estimate for labor, parts, and the individual costs for those pieces. Additionally, I’d like acknowledgement that APEX never sent this estimate. At the very least, I have never received it, despite scheduling the appointment, proving my email address, talking with the representative, and sending follow up texts requesting it. Similarly, at the time of making this complaint, my wife had not received it, though I don’t know if it has been received since then.

  I’d also like to know why the math on their estimate doesn’t add up, which suggests this was thrown together to support their representative’s bogus quote 

  Finally, also want the high pressure tactics addressed. In particular, I’d like to know if APEX stands by their claim that no other company would do the work for less? If not, what is being done to prevent such tactics in the future?

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

  

  Business Response

  Date: 05/06/2025

  Attached is a screenshot showing the dates and times we emailed the customer both the estimate and the itemized breakdown. The itemized statement we provided outlines the cost of each component listed in the estimate.
  Please note that the total shown—$940—does not reflect the $94 discount offered by the technician, which is why the full estimate appears at that amount.
  We also sent a text message to the customer on 4/29/2025 to confirm that the email address we have on file is correct.
  On 4/28/2025, we dispatched a technician to the property to assess a gas leak reported outside the home. Based on the condition observed, our technician recommended replacing the damaged section for safety and reliability. The technician made an effort to explain the reasoning behind this recommendation. We're unsure why the customer felt high-pressure tactics were used, as that is not how we conduct our service.
  

• Initial Complaint

  Date:04/28/2025

  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.

  My entire HVAC system was only 4 years old in November of 2024 when I called APEX pros to remove a bird out of my furnace which wouldn't switch on. They came out, found the bird, and told me there was another bird further down the pipe. They told me that I should replace the intake motor also because bird parts could have gotten into it and could cause it to 'freeze up'. In total, they wanted to charge me $1,427.49 to remove the bird, cut out pvc pipe to remove another bird, and replace the motor in case bird parts got into it. I was very unhappy with the suggestion as it felt like them trying to sell extra things that I did not need to make more money for the company. I ended up having them remove the bird and replace the pvc pipe that supposedly had another bird in it. In total, this cost me $654.
  
  In April, I went into contract on my house, and an inspector called out and took pictures of rust buildup in my HVAC system. The buyers required remediation of the rust buildup. After the poor experience with APEX PROS in November, I called another HVAC professional. They opened the HVAC system and immediately told me the inducer draft motor exhaust boost was left loosened from a previous tech, which he said you could see from the inspectors photo's. "Previous tech from (cx states) APEX left inducer draft motor exhaust boot loose. This is a exhaust leak hazard, and a combustion condensate source. Tightened up both hose clamps on the vertical."
  
  After the tech left, I contacted APEX to request a refund for incomplete work that caused rust buildup and could have caused worse issues. They haven't offered an acceptable solutions to me and have been slow in communicating.
  
  In November, I was expecting someone to come remove the bird from my HVAC and maybe pay a couple hundred dollars, instead, APEX tried to up charge me to over $1,400 and ended up charging me over $600 and gave me a rusted out inside panel of my HVAC system.

  

  Business Response

  Date: 05/02/2025

  Thank you for taking the time to share your experience with us. I want to sincerely apologize for the frustration and inconvenience you’ve encountered. It’s always our goal to provide honest, high-quality service, and I’m very sorry that your experience in November did not reflect those values.
  We understand how disappointing it must have been to expect a straightforward bird removal and instead be presented with additional recommended work and unexpected costs. We also take seriously the concern raised by the second HVAC technician regarding the loose inducer draft motor exhaust boot and the resulting rust damage, especially in light of your recent home inspection and sale.
  We appreciate you allowing our team to return to the property on April 30, 2025, to assess the rust firsthand. Our project manager is currently reviewing the photos and notes from that visit. We want to ensure we fully understand the scope of what occurred before providing a resolution.
  We kindly ask for 24–48 business hours to complete our internal review. Once finished, we’ll follow up with you regarding a refund or any appropriate compensation based on our findings.

  Customer Answer

  Date: 05/09/2025

  The final offer was $200 which is insulting.  A couple of points:

  1 - it was not loose connections, the connections weren’t put back together at all.  Per the tech from a more reputable company, this presents a risk and allows moisture into the furnace.  
  2 - the tech from APEX said the rust did not come from the intake, part of it I agree, but the other part did.

  3 - In the end, this company will try to upsell things you don’t need to make extra money.  A motor was not needed but I felt if I didn’t get it, my furnace would shut down in the future.

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

  

  Business Response

  Date: 05/15/2025

  Thank you for reaching out. We appreciate the opportunity to clarify.
  Attached are photos showing the condition of the unit both before and after the repair was completed. As shown, the unit already exhibited signs of rust prior to our service, which was performed five months before you contacted us with your concerns.
  The intake pipe we repaired is not a source of leaking. Additionally, during our visit to remove the bird from your system, we advised that the pipe should be cut open and thoroughly cleaned. This recommendation is clearly noted on both the estimate and the invoice provided to you.
  Please let us know if you have any further questions.

  we are asking that this claim be closed. 

  
  

  Customer Answer

  Date: 05/23/2025

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** 
  
  ********** ********
  
  * ** ********* **** ******** ******** 
  
  Thank you for taking the time to send the pictures.  Your picture 1, which is exactly what I mentioned in my prior statement, has no rust on the right where your company failed to tighten the clamps.  Because of your companies negligence in trying to sell extra services instead of finishing the job you were paid to do, caused the rust on the right side of the unit.  I don’t like the rust on either side of the unit and what is on the left side is not your fault, what is on the right side is your fault though and your compensation only basically paid for me to have someone come out and tighten the clamps you failed to tighten.  
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 05/29/2025

  Thank you for taking the time to share your concerns and for sending over the pictures for our review. We understand your frustration and truly regret that you feel let down by the service you received.
  As we’ve previously discussed, the pipe that is currently leaking and causing rust on the right side of the unit is not the same pipe we performed work on. To ensure transparency and fairness, we even had our project managers visit your property to inspect the issue firsthand and verify whether the concern was related to our scope of work. Based on their findings, we remain confident that the area in question was not impacted by the repairs we completed.
  That said, we did issue a $200 refund as a good faith gesture to help cover the cost of tightening the clamps and to acknowledge your dissatisfaction. We truly hoped this would help make things right.
  We do value your feedback and apologize that we’re unable to offer a full refund at this time. Please don’t hesitate to reach out if you have any further questions or if there’s anything else we can clarify.

• Initial Complaint

  Date:04/21/2025

  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 3/ electrical box replacement was to be completed, following pulling of permits. Electrical work was started, but not completed, but we were told it was. When we followed up on 4/7 regarding permits/inspection we were told inspection would be done on 4/11. Apex would be be notified that the inspector was on his way and would come out to meet him. On 4/11 Apex called to say they were on the way. The worker showed up with a permit dated 4/7, installed ground rods, and spent a couple of hours in the basement completing the work (telling us he was neatening things up for the inspector). The inspector never showed and the worker left. My husband took time off work to facilitate this appointment for the inspection. Included in the work contract is an ongoing care package.
  
  In trying to determine everything for this complaint we also discovered that we were overcharged based on the quote provide.
  
  We would like the work completed, and refunded the cost of the care package and the overcharge.
  
  $6389.99 was the amount quoted, and we were charged an even $7,000. That's a $610.01 overcharge, plus whatever the portion of the care program. We never received a copy of the signed contract, so we're basing this off the estimate.

  

  Business Response

  Date: 04/23/2025

  Thank you for your patience while we reviewed your complaint.
  
  After a thorough review, we confirmed that a total of seven estimates were provided for the work to be completed at your home. The estimate you referenced is indeed one of them; however, it does not match the signed estimate we have on file. For your reference, we have attached the signed estimate dated March 17, 2025.
  
  Our records also show that the project manager visited your property on March 17, 20, and on March 24 to review pricing details and to collect signatures related to financing. The Care Bear Membership was included in the signed estimate, and as such, was agreed upon prior to the work being performed.
  
  While we can cancel the membership at the end of the one-year term, we will not be issuing a refund, as the membership was part of the original agreement. Additionally, you received a discount of $1,539.98 as a benefit of the Care Bear Club.

  We also investigated the issue regarding the missed inspection by the City of Columbus. Our findings confirm that the inspection was canceled by the city inspector, who was unable to locate the property at the scheduled time. We have since spoken with your husband and successfully rescheduled another inspection for April 30th. We ask that this case be closed.