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.

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

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  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

  1771 Victor Rd NW Lancaster, OH 43130-0100

  
• 

  Apex Pros Plumbing, Electric, Heating & Air LLC

  5450 Far Hills Ave., Ste. 209 Dayton, OH 45429

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:10/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apex installed a furnace and AC unit in my home. Our settled price was at around 12,000. Through their credit union I was approved and signed on for a 36 month 0 percent interest payment plan. After the work was completed they contacted me saying that due to my location my loan application ended up being rejected despite it already being approved. They attempted to get me to sign a document stating I worshipped in a county that was covered by their credit union. I refused stating I didn’t feel comfortable lying on a contract. They have since said it was not their problem and that the 36 month no interest loan was available. We both signed the agreement based on those specifications. They are now trying to get me to sign a different loan with shorter payment periods with interest after 18 months. I find this completely unacceptable that they are not able to stand with the 36 month 0% interest loan that we agreed on and that I was approved for.

   

  

  Business Response

  Date: 11/07/2023

  We called the customer and are waiting for a  return call to try to see if we can come up with a resolution.

  Customer Answer

  Date: 11/14/2023

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

• Initial Complaint

  Date:10/17/2023

  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.

  We had a gas leak on 9/29/23, Apex sent a tech who spent two hours working on the line and said it was fixed. ******** *** came out to check it and to turn on the gas, the leak was still there. Apex sent the same tech back, he said he had it fixed, ******** *** came back, leak was still there. Apex sent another tech and a trainee, they cut a hole in a closet ceiling and replaced some pipe, said it was fixed, ******** *** returned it was stll leaking. Apex sent a fourth tech, he seemed more knowledgeable and was able to correct the leak and ******** signed off and turned the gas back on. All of this took place over seven days. We were told by each tech that the ceiling would be repaired to our satisfaction, but this was not done. We were also told that a member of management would call and discount the invoice to cover all of the issues that they created. We have never had a call from anyone in management other that a customer advocate that so far has noththing but talk. The Customer service, expertise, and followup from Apex is totally non-existent. They have no comcern for their customers. Unfortunately, I paid the invoice, ($1,187), to the first tech when he left as we thought he had taken care of the initial problem. I've placed several calls to Apex, have been left on hold for long periods of time, left voice mails, sent emails and texts....still no followup. I'm seeking to have the ceiling properly repaired and to be reimbursed for a portion of what we have paid. As a side note, it wouldn't hurt to be contacted by Apex management. I'm not one to blow up social media with issues like this but Apex is leaving me with few options.

  

  Business Response

  Date: 10/23/2023

  We have been in contact with the customer and have resolved this issue.

   

  Customer Answer

  Date: 10/24/2023

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

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 14, I called Apex Pros for an estimate to repair my AC. To my surprise, they were able to send someone out right away. Thomas showed up that afternoon, checked out a few things and then told me he was pretty sure I had a leak and offered me 3 choices; a "bandaid fix" for $1392, a "fix the leak, midrange repair" for $4371, or "no worries, premium repair" for $6924. I chose the Bandaid fix, because my thought was it only needed a repair & even that was rather steep.
  Less than a week later, the AC stopped working again, so I called Apex to fix the problem. Thomas showed up again but this time he had a MUCH higher estimate for the work, with no intention of fixing the ongoing problem. I told him "I won't give you another penny".
  I was able to get hold of the original repairman that had installed my ac & furnace. He is now retired, but was kind enough to come over and give the AC a look. He almost immediately realized the problem; the coil was dirty. He went ahead and cleaned the coil with the water hose & added a little more refrigerant and my AC has been working quite well ever since. Only $250 charge!!
  He also pointed out that they had charged me for 6 pounds of refrigerant, but my AC only holds 5.2 pounds. I was also charged for 2 capacitors, but my ac only has 1.
  I have been speaking with "Joe" at Apex (didn't give me a title) and has used somewhat ridiculous explanations for the problems:
  Charge for 6# of refrigerant: you have 15 ft hose and that is where the .8# went.(If this low, would
  have shut down on internal over load)
  Charge for 2 capacitors: 1 was for the AC and the other went to the furnace (no permission to
  touch the furnace).
  Didn't check the coil: Thomas (the repairman) said he looked at it and was not dirty.
  (However, the new estimate had a charge for replacing the coil)
  I feel that they are trying to taking advantage of me because I am elderly and don't know about AC repairs.

  

  Business Response

  Date: 10/09/2023

  I have been trying to reach out to the customer to see if we can come to a resolution and left a couple of voice mails with return contact information.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/18/2023 I paid Apex 1/3 ($1.370.00) of the proposed cost of fixing a leak in a waterline. The. work was to entail a new line to an outside hydrant and a shut-off to that hydrant. The crew arrived within a week, but did not install a new line as promised. Rather, they dug up the line at the well head and found a cracked connection, which they replaced. The leak continued and I complained several times, but were reassured that someone would check out the problem. No one has gotten back to me. We received a bill for $1,270.00, which I paid being reassured again that the company would come back and check out the situation. We have now received another bill for $1,762.00, claiming past due charges and threats of legal actionl

  

  Business Response

  Date: 09/12/2023

  we are in contact with **** and working on resolving this issue.

• Initial Complaint

  Date:09/01/2023

  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.

  On August 9th the water utility pressure tested my main water line and confirmed a leak. I was given 14 days to fix it before my service would be cut off.
  
  I called Apex to get an estimate and met an estimator on 8/11 where they quoted me for the work. I immediately paid half up front to get things in motion.
  
  At that time I was told I could expect a call on Monday 8/14 for scheduling. I never received a call, so I called Tuesday 8/15 to schedule and was given a date of Monday 8/21 for the work to be done.
  
  I stayed home from work on Monday 8/21. They didn't show or call during the morning time window so I called and was told I was actually scheduled for Thursday 8/24. I was never notified of the change. At this time Rebecca promised to call the city utility and get an extension so my water service would not be terminated.
  
  I stayed home from work again on Thursday 8/24. The only people that showed up on Thursday were the city utility to turn off my water. When I called Rebecca told me that the crew would be there the next morning 8/25 to do the work and offered to make amends by treating the half I had paid up front as full payment.
  
  The crew did show up on Friday 8/25 and fixed my main water line. But they destroyed a drain pipe in the process of digging the trench which they never mentioned and I discovered myself. They also left without filling the trench back in.
  
  Little did I know when Rebecca offered half-off as amends it meant they were only going to do half the job.
  
  I called Monday 8/28 and was told a crew would be out that day or the next to finish the job and fill the dangerous trench in my front yard. It is now Friday 9/1 and the trench is still there.
  
  I called yet again today and was assured a manager would be calling me back within 45 minutes. That was 2 hours ago.
  
  I need the drain pipe they destroyed fixed, and the dangerous trench in my yard filled in.

  

  Business Response

  Date: 09/11/2023

  I spoke with Mr. ******* on 9/6/2023. This job has been completed, and was reduced in price. 

  Customer Answer

  Date: 09/20/2023

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

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description:
  The first charge was $491 and I provided the Zoeller $358 1/2 hp pump and $27 check valve brand new
  from ****** and the technician installed the pump with out cleaning out the bottom of the pump pit the
  pump was installed and failed in the first 10 minutes due to rocks and debris in the sump pit that he
  should have cleaned out before the pump install.The technician had just left and I called Apex and they
  sent him back. He pulled the pump out and the impeller on the pump was broken so I went and got my
  shovel and the technician pulled out multiple rocks and several pieces of cut pvc out of the pump pit. The
  pump pit being cleaned out before putting the new pump in would have prevented the impeller from
  breaking. So my only option with heavy rain coming was to buy the pump Apex carried a 1/3 hp that’s
  sells for $239 on Amazon for $1,098. I was discounted $200 off the Apex $1,098 for the technician
  improper installation of the pump (ZoeIler) purchased by me at ****** but didn’t receive credit for the
  other $491 and for the $27 check valve I purchased and the $75 dollar off coupon from the Apex
  website plus I had to go out an purchase the 9 volt battery for the new pump. Apex has since refunded
  $100 to my Visa. I’m requesting that Apex refund the remaining $391 from the first pump install plus the
  cost of the check valve $27 that I provided from ****** due to the pump pit not being cleared of debris
  and rocks that my provided Zoeller pump was placed on top of allowing the rocks to hit the impeller and
  broke it plus the $75 off any repair from the Apex web site. Total reimbursement $493. As a side note the
  technician stated after the first pump broke that he should of cleaned the pit out first admitting fault.
  ***** ******

  

  Business Response

  Date: 09/05/2023

  We spoke with the customer about his concern and are working together to get this resolved

  Customer Answer

  Date: 09/13/2023

  I accept the business's response to resolve this complaint. They have agreed to refund $493 to my Visa card
  
  

• Initial Complaint

  Date:08/25/2023

  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.

  Apex plumbing was paid over $1200 to install a hot water tank approximately 1.5 months ago. Within 2 weeks my basement flooded due to an improperly installed drain. Apex was called, they sent a plumber out, took responsibility for the mistake, made repairs called restoration company for clean up and said they would make everything right. They have a 5 star satisfaction guarantee for their services. Once restoration company dried 95% of my basement they left. Water damage has destroyed my carpet, drywall, flooring and wall trim. We have contacted Apex multiple times and they say a manager or the owner will call you back. My basement is still damaged and we have waited 2 weeks with no call from an Apex manager or owner.

  

  Business Response

  Date: 09/12/2023

  We are in conact with ***** ***** and his insurance company to work on resolving this issue in a timely manner

  Customer Answer

  Date: 09/21/2023

  I am rejecting this response because: Apex Plumbing did reach out to ***** ***** my husband regarding the problem.  Two months after the problem they contacted him stating they wanted to make things right and gave us 2 names of contractors to fix.  Could not find any information on the contractors as being insured or bonded.  Prior to the company's contact to my husband we had to file the claim with our insurance because Apex had stopped returning calls.  So this matter is being resolved not by Apex but by our personal homeowners insurance with no help from Apex.  Our insurance company will obviously subrogate the claim back to Apex.  So we are resolving this on our own because Apex had taken to long to respond.  Too late now, we made the personal claim.  Apex had plenty of time to make this right and failed to do so.  
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/24/2023

  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.

  August 17, 2023 Apex Plumbing came to my home because we had a small drip from the pressure relief valve attached to our well pressure tank. The tech said it was the Pressure Tank itself as well as the Tank Tee Assembly (that includes the well pump switch, pressure valve & relief valve & pipes). The tech said before he even gave us a price they offer financing. He quoted us a price of $3045 he said the Tank Tee Assembly was $2253 because it was brass. Lie. He said we had to hurry & make a decision since the parts place was going to close. We immediately questioned the price of this part since we had looked online & seen several places & the most it costs was $120. He was buying the part at **** ****** ** ********* & he said it was high because it was brass. We didn't know but still questioned him. He stated we could discuss the price with the main office later if we disagreed but again he needed to get the parts before the supplier closed. We said ok, because we had no water. He set out pressure tank crooked because he cut the pipe wrong. He said it wouldn't hurt anything, but it looks really bad. The next day it was leaking where he had done some work. We were still concerned about the price so we contacted the finance company & stopped the financing upon their advice. We called **** ****** where he purchased the part & the part is only $104.49. The pipe was still leaking & the pressure tank is sitting crooked. So with criminal activity like this possible grand theft, we called another plumber to come & fix their leak. They did after much work & that cost us $500 to fix Apex errors. He also didn't tighten valve & flooded laundry room. They overcharged for labor & the Pressure Tank also. The Pressure Tank through ***** or even **** ****** is only $150, they tried to charge us $349 for the tank & $792 for labor. Liars. I tried to call them 4 times Friday for a Manager, 3x Monday & never received a call back. We feel we don't owe them anything because of their fraud.

  

  Business Response

  Date: 08/29/2023

  We Spoke with ****** ****. We are in the process of working together to resolve this Issue. 

  Customer Answer

  Date: 09/02/2023

  They contacted me and asked their questions about what happened. They were supposed to call me back Thursday and I have not heard from them again. 
  
  
  
  Regards,
  
  
  
  ****** ****

  

  Business Response

  Date: 09/12/2023

  I have emailed ****** a confirmation that ther is no charge for the service on 8/17/2023. She has no balance due on the account.

  Customer Answer

  Date: 09/12/2023

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

• Initial Complaint

  Date:07/08/2023

  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.

  Apex indicated that they would be able to fix a water issue at my home. As of today the problem has not been fixed, and they are billing me for services and products that were not completed. I have tried to communicate with this company and have only received a certified letter wanting their money.

  

  Business Response

  Date: 08/11/2023

  We have reached out to Mrs. ******** to better understand the issue and see how we can resolve it. A voicemail was left requesting a call back. As soon as the customer and I connect I will update this matter.

  Misty

  Customer Answer

  Date: 09/19/2023

  Apex is still working with me trying to fix the problem. 
  I'll keep you informed..
  
  Thanks for your assistance..
  
  ****** ******** 

• Initial Complaint

  Date:06/02/2023

  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.

  The date of the transaction was approx 4/26/23, the amount in dispute is 5257.00, only commitment was to come check the pump that was installed should it have a problem in the future but the previous one was in the ground for 35 years, the company has not tried to resolve anything but threatened to put a lien our our home, I believe this would be the order/account number ********

  

  Business Response

  Date: 06/19/2023

  Hi *****, I actually reached out to you myself and left a voicemail requesting a return call in regards to the disputed charge you reported to your credit card company and never received a return call from you. I show that on 4/26/23 you had called us for services in regards to no water issue with your well system. We sent our Field Supervisor Todd out to your residence at that time where he presented estimate #******** that you signed off on and approved that work to be done. Please see the attached copy of that signed estimate approving the work to be done. I can also see where you called in on 4/27/23 due to low water pressure and we sent someone back out to correct that issue for you at that time. That is the last time we heard from you in regards to having any issues with the work we performed. Then I called you early in June in regards to the dispute that you reported to your credit card company for $2757, but that estimate that you signed and approved the work on was in the amount of $5257.00. That was the total amount of the work that we did and all of the work requested was completed for you. I'd love to discuss this with you further but like I said earlier I have left a few voicemails for you but no return calls back to me after leaving those voicemails. Please call us at ###-###-#### to discuss your issues further. Thanks so much.

  Customer Answer

  Date: 06/21/2023

  I am rejecting this response because: I have never spoken to the owner of the company only Todd who was the one that was very pushy and over talked my wife on the phone, at one point i was also given another invoice that had a total of 4000.00 and some odd dollars on it but i made the mistake of deleting it and i cannot get it back. Again I feel this company has overcharged me compared to the pricing that I have found on the internet and the repairman was only at my house no longer than about 3 hours. The only message Todd left me was to sue me if I didn't pay which I have not deleted.
  
  
  
  Regards,
  
  
  
  ***** *****