Complaints

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

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Apex Restoration DKI has 4 locations, listed below.

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  Apex Restoration DKI

  449 W US Highway 72 STE 125 Collierville, TN 38017-2225

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  Apex Restoration DKI

  PO Box 508 Tullahoma, TN 37388-0508

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  Apex Restoration DKI

  411 S. Anderson Street Tullahoma, TN 37388

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  Apex Restoration DKI

  7025 N 1st St Milan, TN 38358-5531

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:04/20/2023

  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,We have tried and tried to give this company the benefit of the doubt. After failing to show up multiple times, trying to install damaged material (their own sub contractor took pictures and notes detailing the damages) and empty promises we had to "fire" them from our insurance/kitchen project. They do not show up, incorrectly order material, do not work from plans, lie (there's not another word for it) about how work will be performed. After all of that; they will not give ** simple information our insurance has requested from ** (plans, material measurements, work days). **** is arguing about refunding DAMAGED cabinets? Please avoid this company at all cost, unless you want to experience an 8 month nightmare with no kitchen, that all could have been easily avoided if they were just professional and honest!

  Business Response

  Date: 05/03/2023

  Apex had issues with subs having covid and cabinet issues from ******************* that delayed this job. Apex re-ordered cabinets 3-4 times because they kept coming in damaged and when we finally obtained cabinets that were not damaged, the homeowner wanted ** to refund the entire job because he did not "like" the cabinets they selected. Apex went above and beyond trying to help them make material selections and get their project completed but multiple delays due to materials and covid that were out of Apexs control. 
  We have noted everything throughout the entire process in our file.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19962572
  
  I am rejecting this response because:

  Everything they wrote above is incorrect; Blaming clients for your failings is a bad look- ************* field adjuster laughed at what they reported to them) We were only given 2 choices of cabinets out of page full of options, as a compromise, they promised to sand and paint them at their shop before installing (Didn't happen!). Apex missed many multiple days, they said they would be working. After countless no shows, we parted ways. The "returned" cabinets they so proudly report to have returned were not quality control on their part, rather pictures from ** and the sub contractor informing them they were not the correct size or fit for install. TODAY the cabinets are damaged, not correctly sized, sanded or painted- I'm as laid back as they come......we thought Apex was a professional contractor, they certainly are not! To be most clear; Apex could not complete a task they suggest is their area of expertise; their budget, measurements, suppliers, materials, sub contractors. Instead of taking responsibility now they blame the customer?    

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/09/2023

  The Materials Supplied by Apex for this file were signed to and selected by the homeowner for this claim. When the homeowner did not like the samples originally provided by APEX, we provided a budget for the homeowner to go and find their own materials. In this case the homeowner did not find any options and requested to our estimator on 10/14 via a phone call that they would go with the Shaker White cabinets and paint them. This agreement was made in the best interest of the Homeowner as well as attempting to restore the customer to pre-loss conditions. We did have issues in obtaining the materials due to being at the end of a Global Pandemic and we did re-order the damaged cabinets upon receiving notification that we had issues. 
  
  We are not blaming the client for issues sustained on a project. The expected timeline and coordination of the project did not go as planned due to external issues with materials, and installers. 

   

  Thank you, *****************************

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19962572
  
  I am rejecting this response because:
  We were NEVER given the option to find our own cabinets; when APEX provided us with only one option for cabinets, we requested that they use another vendor, and they would did not do so.  They insisted on ordering cabinets from the only vendor they gave ** as an option, and when the color of cabinets we needed to match our trim and molding (simple cream/off white) was not available, they agreed to sand, prime, and paint the cabinets IN THEIR SHOP, which they did not do.  Instead, they began installing damaged, un-prepped and unpainted cabinets in our home.  The subcontractor did not have plans from which to work and was not comfortable installing the missized and damaged cabinets.  While we certainly understand supply chain issues, the problems we encountered with APEX were not due to the pandemic; we did not expect the cabinets to arrive overnight (although we were told they were "in stock") and were fine with that, but this entire process was grossly mismanaged.  

  ***************************** is probably a nice person (I've never spoken with her) but note she never addressed our issues. The cabinets are not the correct size for our kitchen. The cabinets are DAMAGED. The cabinets are not prepped, sanded, or painted (Apex assured ** they would be; and in their shop). Apex wants customers to install damaged, incorrectly sized cabinets, on a schedule they make up and constantly change? That's insanity- 

  Think about that....cabinets/vehicle. If you wanted a new Tundra truck, promised on multiple dates but never delivered on time; a Tacoma arrives with broken windows, flat tire, the mechanics(subcontractors) say "this is all wrong" but the dealer(APEX) says "global pandemic" this is what you ordered. That's how doing business with Apex is like!   

  Stop all the games, refund our money, learn from this and don't treat other people like you treated us- 
  Sincerely,
  
  *************************

  Business Response

  Date: 06/01/2023

  I have gotten with the Vice President, the *** and myself on this again. We have combed the file notes and do not have anything to add to what we have previously. Everything we have stated is noted in the files. 

  Thank you for your time. *****************************