Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought a ** from Apex in 2023. August 2024, at Apex's direction, I shipped my ** to Apex to repair a problem. After two weeks of having the *** they opened the shipping container (shipped by ***) and the computer case glass was shattered. It took three months to get that fixed, *** fronted the cost of the shipping and a new case, and Apex shipped the ** back to me. Upon arrival, in November, immediately hooked up the ** and noticed the video graphics card (a $2400 piece of equipment) was shipped connected to the computer (which is ill advised because the card can be damaged in transit, and the original boxed I shipped it to them in was absent) and when I hooked it up the computer still wasn't working. After two hours on the phone with Apex, they figured the graphics card wasn't working. So, at Apex's expense, the graphics card was shipped back to them. Apex claims there was physical damage to the card that they said did not exist when they sent the computer back to me. As a result, the manufacturer warranty was not valid, the extended warranty I paid for didn't cover this damage, and since there was no damage to the box that was sent to me, Apex claimed they couldn't send a claim to ***. As a result, they want me to pay for a replacement and that they would not be able to reasonably get another one of the same graphics card. Also, the email I was sent on 12/9/24 from ******* at Apex said that Apex would cover the cost of the replacement. I heard nothing until today, 1/2/25, in which ******* says I would have to pay for a replacement. Between 08/24 and 11/24 I did not have possession when this expensive part was damaged.

  Customer Answer

  Date: 02/03/2025

  I have heard from Apex. Currently awaiting an appeal from *** about covering at least the replacement of the graphics processor unit. If *** doesn't cover it, they said they will have to get upper management involved to decide what they want to do.

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed **************************** ACCT #: DAY0**** ***. $1,822.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered my personal computer (gaming PC} from Apex on November 25, 2023 for over $1700.00. Very expensive even though it was on sale for Black Friday. I then waited three months or longer, for it to arrive. I called... numerous times... got numerous excuses... "parts delays" "vendor issues"... etc. After finally arriving I set it up and downloaded the main game I play, Destiny 2 and the computer began crashing on day one. I called Apex in ************ for the next several months... spent tens of hours on the phone with them doing driver updates, graphics card updates, and every kind of update imaginable. I ran programs they asked me too... sent screen shots....anything I could do to resolve this. I also have a collection of around 48 emails back and forth to them.... I tried everything. Nothing worked. After several months of complaining to them they said to send the computer back. Although very inconvenient, I took the time to pack it up and return it as they requested. Although the computer hadn't worked properly since arriving, they required me to pay an invoice for shipping for almost $90.00. That alone was outrageous since they sent me a defective product. What choice did I have....so I paid more money to send it to *******, ** as they required. They received my computer three weeks ago. There has been zero results or work done in those 3 weeks to the best of my knowledge....just more excuses. I have emails proving this. At this point I would just like a refund since I was never given a working product and they're obviously incompetent. I also looked on the BBB site and found upwards of 30 scathing reviews so I'm obviously not alone in having issues with this company.

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 tried to cancel an order that was placed at 7:00 pm est. the cancellation was sent by email at 8:00 am est. I have called numerous times to follow and they try to up sell me. Refuse to cancel. I have notified my credit card. I have sent at least 4 e mails and at least 6 phone calls.

  Customer Answer

  Date: 10/04/2024

  Time line

• Initial Complaint

  Date:07/20/2024

  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.

  I purchased a ** from this company on April 24, and I received the ** on June 18. The power supply was faulty, and the ** would lose power whenever it would try to load certain things. Their website's return policy says under these circumstances that I am entitled to a refund. I sent an email to them about it, and they also told me directly on June 21 that under those circumstances I am entitled to a refund. They have since given me the runaround and done everything they can to avoid giving me my money back, and they sent me an email a few days ago saying they will be sending the ** back to me despite my many requests at a refund and also said they cannot give me my money back now even though they already promised they would. I spent with shipping and taxes $2800 on this **, which is not cheap for me.

  Customer Answer

  Date: 08/23/2024

  I have since been contacted by the company regarding how my case was handled, and the customer service manager who contacted me said it was handled terribly, and I am currently in the process of receiving a refund.

• Initial Complaint

  Date:03/26/2024

  Type:Delivery 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.

  Filing this complaint against Apex Gaming PCs firm for an unresolved matter of refund on a product purchased. I ordered on 11th March 2024 for a same-day shipment of an Apex Alpha (Same Day Ship) PC, as they said. However, the shipment of the product was delayed, and after a follow-up with them a couple of times, the matter has not been resolved yet. Besides, at this course of time, there was a reduction in the price by $242.25 for the same product; accordingly, I requested a refund for the same. Several tries to sort this out through customer service, having asked both for a refund and satisfactory resolution, but only delays and insufficient responses ensue. The value paid for the purchase was substantial, and the lack of communication and non-resolution from Apex Gaming PCs at this point in time has certainly egged me on to make this complaint. I have tried to reach the company a few times in the quest to solve the issue. I also gave an ultimatum to them to refund my money or give substantial proof of the refunding process by a certain deadline, which they failed to fulfill. I will not have any other choice but to get the Better Business Bureau involved so they can get an appropriate resolution set in place for this matter. The order tracking number is **********, support ticket # *****, Order #AG121541 and the transaction was processed via their website. The issues that I have faced are such that it has not only delayed the shipping but also the price discrepancy. However, the company has not done effective communication as per their claim in an advertisement to resolve my issue.

  Customer Answer

  Date: 03/28/2024

  The company has refunded me my requested amount and it has now reflected in my bank. My issue is now resolved thank you for the help

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the ** on March 5th 2023, it was advertised as taking at the longest **** weeks to arrive. It did not arrive until July 19th, after I posted a review on trustpilot (that review was responded to, and it along with various other negative reviews have been deleted from the site which I find suspicious). The pc arrived and the custom loop ordered did not work, and cooling fluid shot out requiring me to send the pc back in for repair after contacting support. The pc came back to me and worked for a few months, however over time it got hotter and hotter and had more and more crashing and overheating issues. The last day I had the pc with me it shot hot liquid all over my desk and floor while it was on, causing a burning smell. I contacted Apex and told them I wanted a refund and I would ship everything back, they informed me that was not possible and we needed to find a different solution. We came to an agreement that I would send the pc back as it was under warranty and they would replace any parts that were malfunctioning and replace the custom loop with a different cooling solution. The ** arrived to them on Dec 15th, I emailed them Dec 20th asking for an update, I was told 2-3 weeks estimated. I emailed again on Jan 11th and have since received no update or communication. They list their hours as 10am-5pm CST Mon-Fri, but when I called at 3pm CST today the message says it is outside their business hours. Links on their site are broken (book a phone call leads to a 404 page). They list that they send everyone a video of their ** working before they ship it back from an RMA, which never happened the first time I sent it back, and they are steadfast in their refusal to refund me when I never received a fully functional product in the first place.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 the PC for only a few weeks and it stopped turning on. I opened ****** ***, and the PC suddenly shut off. The PC is getting power, but the fans and graphics card do not turn on anymore so it is completely unusable. I have had crashes in ****** *** with fatal graphics drivers errors with this PC. I've had crashed in *** ******** ******** and have been crashing more frequently than my old PC which is at least 5 years old at this point and had less than the recommended specs to run the game. I need this PC for my college courses, my business, and my job. It's BRAND NEW, and I've paid nearly 5,000 to have it stop working in a mere FEW WEEKS. It seemed that my computer was going through all the stages smoothly. Then, it was stuck on the "finishing build" page for weeks weeks until the website suddenly updates to say that my PC is in the queue to be built, with a countdown timer of twenty days. EVERY TIME I contacted support, they would say a different part has been delayed.Originally it was my SSD and I believe it was the motherboard that was delayed but was assured that my PC was "almost done." How could the build be almost done when the motherboard is one of the most important in the building process? Then I contacted again after months of waiting only to be told that the PC HAD NOT EVEN BEEN STARTED and was told that the case was actually delayed and not the other parts. I responded requesting to switch out the case if it would speed up the process, a representative switched out the case without even contacting me to tell me the changes prior to making them. A better cooler was recommended to me by Apex. I was charged $511 for a corsair liquid cooler. The most expensive one I can find online is $250. Other issues in short- Speakers do not work plugged into the PC. ********* cuts in and out making speakers and headphones unusable. Can't change lighting on the graphics card when its an intended feature. The back fan doesn't seem to be installed properly.

• Initial Complaint

  Date:12/22/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 paid Apex Gaming $4070.81 on Oct 3, 2023 to build a custom order computer, and additional $656.57 on Oct 6, 2023 for recommended upgrades and compatibility corrections. I was given an estimated delivery time of Nov 14, 2023 (6 weeks). On Nov 7, 2023, I was notified that a delay in parts was going to delay the order 3 more weeks, unless I paid for another upgrade. I was given a link in the email to 'review' the upgrade, but it took me to a 'processing transaction' page instead that tried to charge my account. I contested this and was compensated the upgraded the part at no additional cost. On Nov 13, 2023, I was notified that there was a compatibility issue with the parts I selected, and was once again instructed to pay for another upgrade. I contested this also, since this was what I had made the second payment of $656.57 for. They acknowledged the mistake and continued work. Checking the status of my order each week, I have seen the delivery date pushed back every two weeks, without any actual notification from Apex Gaming. Contacting them to investigate the issue only results in a 'we are currently working on the issue' platitudes. It is now Dec 22, 2023, the estimated delivery is now completely open ended, the website states that I cannot cancel the order, and I have yet to receive a single piece of information indicating that I will be receiving the product that I paid for.

• Initial Complaint

  Date:12/19/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered a "ready to ship" gaming PC Dec 1, 2023. I began receiving spam emails about seeing up a phone call for my "build" I responded questioning why when I ordered the ready to ship with no customization. After 5 days of attempting contact I got two different responses with conflicting reasons as to why. I was assured it would ship by December 15. when that didn't happen I began trying to reach out. Emails still not responded. Finally got a person in the phone after 20 minutes hold time. He was unsure where it was at in the process and admitted they are not ready to ship. He could not provide any information as to when it would be complete or shipped and the online status just says estimate delayed. I now believe this to be fraudulent and at minimum false advertising