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:08/31/2024

  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.

  Date of transaction: 9/27/2023. Amount paid: $27,567. Amount unpaid: $3,119. The business's commitment: install the windows and finish the corrective work (replace the defective windows). The nature of dispute: Apex is not completing the work, 11 months after the contract was signed. Whether the business has tried to resolve the problem: they are not taking active actions. They have execuses as "windows manufacturer has delayed", and they "have no control on manufacturer's process". But this is taking too long. Timeline: - 9/27/2023: windows installation contract was signed. 2/5: windows were installed, with 3 windows defective. 4/1: Apex came in with only 2 new windows (supposed to be 3, which were documented and confirmed by *** in text). So they replaced/fixed only 2. There left 1. During the service, 3 more defective windows were discovered, 2 of which has dirts inside glass, 1 of which has crack at bottom. 4/5: *** confirmed 4 windows to be replaced. 5/31: Followed up on the status, no response. 6/3: Followed up again, and got response "expect them within the next week or two". No update in 6 weeks. 7/15: Followed up again. *** replied, "I'll try to get an Eta for you today". No ETA in a week. 7/22: Followed up again. 7/23: *** replied, "...they had some issues with your glass and had to remake it. It show an estimated shipping date of 8/6". No update in 3 weeks. 8/16, 8/19: Followed up twice. 8/22: *** replied, "I still cant get a good ETA, we are working on it." 8/26: Asked "what is the status?" 8/29: No update. So I asked "Id like to escalate..." 8/30: *** replied, "...We have no control over the manufacturer, they have had several delays. It is not an emergency to replace glass with scratches..." I replied, "one window is not because of scratch. It has a crack at the bottom. That one is emergent and most concerning. There has to be a way to escalate to the manufacturer, right? They cant delay forever..." No response yet as of now.

• Initial Complaint

  Date:05/26/2023

  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.

  They're not worth the minor savings. Apex came to my door approximately three months ago saying they had a great deal on windows for the show home in a neighborhood. You see they say they don't advertise. They get referrals by word of mouth and from the show homes. They only select three show homes -- and it's on a first come first served basis. I was in the market for new windows anyway so I said I would be a show home. I had NO idea what a mistake that was. **** was my initial salesperson -- and let's just say **** left out some big details, wasn't always truthful, and thought scare tactics were ways in which to motivate people -- "if you don't hurry up and sign your contract you won't be a show home even though I told you you could have a week to return it; oh, even though you have a fully executed contract we have a new rule and if you don't turn in an addendum we won't be able to give you the show home pricing". Then one day without an appointment or a phone call **** pops up at my house. I sent her an email asking her not to "show up" at my house unless we had an appointment as it was extremely unprofessional. Instead of an acknowledgment or apology that it was odd to just pop up at a client's house I got an email saying my account had been transferred to ***** I waited several months and then I get a call from *** saying that my windows and doors have arrived. How exciting. We schedule for the installation the following week. I was so excited about my new windows i literally didn't sleep the night before. *** was an pleasant but the surly slow guy that was sent to install left a lot to be desired. This young man never introduced himself; he was sloppy; when I showed him items that needed correction he thought I wanted to debate with him or that he could somehow call the office and they would tell me what to do. As I'm watching the installation I notice that one of the patio doors is about an inch shorter than the opening. I ask why is the door so short and the installation guy tells me, to my shock and horror, that he's going to put trim around it to make up the difference. As there are more windows to be installed I asked him to hold off until I spoke with someone at the office. I have 3 existing patio doors and none of my patio doors or my windows have trim. Never once was I told or asked if this was ok. *** called me and said he was in charge of installation and that **** or ****, in sales, would call me back. I NEVER received a call back. I text **** and he tells me *** will call me. I text him back and let him know what *** said and I need to talk with someone about the doors. I also indicate that I'm not clear why it's so difficult to get a return phone call. He texts me back and assures me that *** will get back to me the next day. AS OF THIS WRITING I'M STILL Waiting FOR A RETURN PHONE CALL. Zip, zero, **** no phone call despite Apex being well aware of my dissatisfaction. It seems as if they think that if they don't respond to me the problem will go away. The surly installer actually tried to get me to sign off on the project knowing the doors weren't done. When I told him I wasn't signing off. He actually started calling the office like they could make me sign. Some of my windows, when they left, were dirty!!! These people and their business practices are like a slimy used car salesperson. They claim that they are giving you such a great deal but really their prices are comparable. The meager savings are not worth all you will have to endure dealing with these folks. Do yourself a favor and go with a reputable professional company.They actually had the nerve to send me an email asking me to spread the word about their services and tag #apexmakesadifference -- they do! THEY SUCK!

• Initial Complaint

  Date:12/21/2022

  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.

  Service date on 08/26/2018 Amount $18980.00 Life time warranty was coverage So far the windows are showing froggy; I have contracted the business on 10/17/2021 about my concerns. I have received the claim number and was told to submit the copy of the purchase order and the installation receipts. I scanned to them and with the copies i have are very blurry they have asked me to provide a better copies. I told them that I dont have the original ones and they are very blurry. After my communications with the company and the sales representative, ********************* about how I can submit it by mail? I had received no responses. ***** then decided to visit my house to review the problems and has spoken to my husband. This was sometime the end of 2021. Since then I have not received any dates for the the repair/replacement was communicate to me. I am filing this complaint seeking for supports of the BBB to reach out to the company to resolve this issue. I am going to mail the receipts to them today as well and hope i would hear back from them soon.Please let me know if you have any questions.Thank you!******

  Business Response

  Date: 03/07/2022

  This is not a job that is associated with Apex Energy Solutions of *******.  As you can see by the address - this job is in the *******************.  Apex Energy Solutions of ******* does not conduct business in the *******************.  Please have this complaint removed immediately.

  Customer Answer

  Date: 03/13/2022

  Better Business Bureau:

  I would like to accept the business's response to resolve my concerns.  Please contact me asap to proceed my complaint matter.   

  
  
  

  Regards,

  *****************

  Customer Answer

  Date: 03/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  On Mar 13, 2022, at 12:40 PM, ***************** <** href="mailto:*******************">*******************> wrote:

  **********************

  Im not sure how to add more info on my complaint in BBB file and so I have to email you this. After I responded to BBB,  I have noticed that Ms. ****************************** the controller for Apex Energy Solution of ******* indicated that they dont do any business in the state of WA but please check the email below that she had communicated with me on 12/20/2018. And confirmed the payment was received from me. 
  

  Please help me to resolve this matter.  As I need the windows to be replaced due to the bad quality job they had done for me.
  

  Their communication is lack and I couldnt get them to resolve it for me. I haves asked and filed this complaint to BBB on my own.
  

  For any reasons, they didnt comply with my concerns, I have to file this complaint to the court and will be done by an attorney.
  

  I would like to do this with the company so we both could get it done sooner. And BBB is the trust place that I wanted to start first.

  Ms. ***************************** needs to ask the company to take the responsibility and not running away for us.
  

  Thank you for your promptly response!

  ********************;
  

  Sent from my iPhone
  

  
  

  On Dec 20, 2018, at 1:41 PM, ***************** <** href="mailto:*******************">*******************> wrote:

  How do I still owe you$1000?

  Sent from my iPhone

  
  On Dec 20, 2018, at 1:19 PM, ***************************** < ** href="mailto:********************************************">********************************************> wrote:

  You will not receive a paid in full receipt because you have not paid in full...you currently have an outstanding balance of $1,000.00 which is due upon completion of your services. 

  We have sent you all of your payment receipts multiple times now.  You received the warranty information from the Master Installer at your installation this is the same warranty information all of our homeowners across the country receive.
  

  This matter is officially closed.
  

  <image001.gif>
  

   

  *****************************

  Assistant Controller

  ** href="*********************************************************************************************************************************************************************************************************************************************************************************">Apex Energy Group
  

  11644 *************   **********, ** 46077

  Tel ************

  ** href="*********************************************************************************************************************************************************************************************************************************************************************************">www.apexenergygroup.com

  ** href="**********************************************************************************************************************************************************************************************************************************************************************">Facebook / ** href="*************************************************************************************************************************************************************************************************************************************************************">twitter / ** href="*************************************************************************************************************************************************************************************************************************************************************************">YouTube / ** href="**************************************************************************************************************************************************************************************************************************************************************************************">Linkedin

  CONFIDENTIALITY NOTICE 
  

  The information contained in this transmission is intended only 
  for the person or entity to which it is addressed and may contain
  confidential and/or privileged material. If you are not the intended
  recipient of this information, do not review, retransmit, disclose,
  disseminate, use, or take any action in reliance upon this information.
  If you received this transmission in error, please contact the sender 
  and destroy all printed copies and delete the material from all computers.

  From: ***************** [mailto:** href="mailto:*******************">*******************]
  

  Sent: Thursday, December 20, 2018 4:03 PM
  To: ** href="mailto:******************************************">******************************************; ** href="mailto:********************************************">********************************************; ** href="mailto:*******************">*******************; ** href="mailto:**********************">**********************
  Subject: Fwd: Apex Energy Solutions Transaction Receipt

  To whom it may concern,

  I need the paid in full receipt and the warranty letter/certificate issue to me. With our names and the address on it. 
  

  I have been requesting this abt 2 weeks. I need to receive these info by Mondays midnight is the latest.

  Please let me know if you have any questions!

  Thank you !

  ****** LE 
  

  Sent from my iPhone

  Begin forwarded message:

  From: ***************** <** href="mailto:**********************">**********************>
  Date: December 20, 2018 at 10:29:29 AM PST
  To: ** href="mailto:*******************">*******************
  Subject: Fwd: Apex Energy Solutions Transaction Receipt

  Sent from my iPhone
  

  Begin forwarded message:

  From: ********************* <** href="mailto:******************************************">******************************************>
  Date: December 20, 2018 at 10:27:23 AM PST
  To: ** href="mailto:*******************">*******************, ** href="mailto:**********************">**********************
  Subject: Fwd: Apex Energy Solutions Transaction Receipt

  ****** and ****!

  Here is the credit card receipt. 
  

  Sent from my iPhone
  

  Begin forwarded message:

  From: ** href="mailto:********************************************">********************************************
  Date: December 20, 2018 at 10:24:47 AM PST
  To: ** href="mailto:******************************************">******************************************
  Subject: Apex Energy Solutions Transaction Receipt

  -------------------------------------   
  General Information   
  -------------------------------------   
  Merchant Account: Apex Energy Solutions   
  Date/Time : 12/05/2018 10:32:43 AM EST   
  
  -------------------------------------   
  Transaction Information   
  -------------------------------------   
  Transaction Amount : $11,770.97   
  Transaction ID : **********   
  Authorization Code : 07315D   
  Transaction Type : Card Sale   
  Response : Approved   
  AVS Results : 5-character Zip match only   
  CSC Results : CVV2/CVC2 Match   
  
  -------------------------------------   
  Customer Billing Information   
  -------------------------------------   
  First Name : ******   
  Last Name : Le   
  Address :    
  City :    
  State :    
  **********************************************   
  Phone :    
  Email : ** href="mailto:*******************">*******************   
  
  -------------------------------------   
  Customer Shipping Information   
  -------------------------------------   
  First Name :    
  Last Name :    
  Address :    
  City :    
  State :    
  Zip Code :    
  ************   
  Email :

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

  
  

  Business Response

  Date: 01/16/2023

  Hi ******, I apologize for the challenging warranty process youve had to go through.  We had some turnover in our Seattle Office with ********************* no longer a working for the company and it sounds like this was a piece that was missed.  Our Service Coordinator will reach out to you today and get your replacement back on track.  

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 16813396
  
  I am rejecting this response because:  i dont trust them  and that i will approve the message when they contacted me.  At this time, they still not getting back to me yet.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/07/2023

  Hi ******,

   

  Thank you for attaching the photos.  We have contacted you multiple times, left voicemails and have actively tried to resolve this.  Please call the service coordinator, **** to schedule an on site inspection.  Her number is: ************

   

  Best regards,

  Grant 

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 16813396
  
  I am rejecting this response because:  I would like to have the company to provide me the date and time that the widows will be fixed/replaced. Per **** requested to provide the photos and i have done so.  I 'm waiting for her response.  As I have been working with this complaint for too long.  I'm not sure when they will get this done for me?  I didn't receive any phone calls/voicemail from *********  I have asked her to contact me directly moving forward.  I have tried to upload the 4 photos of the defect windows on here but it looks like it wont let me to do so due to the large sizes.  However, i have provided to **** for her to review.   
  Sincerely,
  
  *****************

  Business Response

  Date: 02/28/2023

  Hi ******,

   

  **** has been in contact with you and we are actively working to resolve your issues.  If you have any questions please contact **** on her direct phone number.

   

  Best regards, 
  ***************************

  Customer Answer

  Date: 03/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and that ***************** who is **** has mentioned on the text message to work with me based on his schedules.  **** has responded to this matter by texts but not by the email.  I have received an email from *** was saying that he has ordered the items due to ship on 3/10/2023 and the install date will be on 3/17/2023.  I have accepted this offer due to the date is set for the installation.  I also have asked them to fix the lock for the window in the laundry room but haven't heard back.  I assumed this lock is the minor issue and hope it will be resolved as well.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/16/2022

  Type:Order 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 signed a contract with this company in May of 2021 for installation of windows. I agreed under the contract to pay 30% down, 30% when the product arrived, and the balance ($12,308) was "due upon completion." It is now December of 2022 and the job is not completed because there are two defective windows that have not been properly installed. Even though the job is not complete, Apex charged my credit card $11,308 and claimed the remaining $1,000 would be due when the project was completed. I had previously instructed at least two employees of Apex that I was not in agreement with amending the contract this way, and they did it anyway. They actually submitted the charge BEFORE their first failed attempt to complete the job, which still is not done. Now the installer (subcontractor who does not work for Apex) tells me it could be at least 8 more weeks before the actual windows I ordered are here to even be installed.

  Business Response

  Date: 12/16/2022

  Per our contract with you in section E, In the event Buyer has chosen the Cash on Completion option under this contract, Buyer may withhold a reasonable amount not to exceed 5% of the contract price if thereafter there remains corrective work and/or manufacturing service provided Buyer supplies Apex with a written list of items known to need attention with the completion payment. We are committed to completing your punch list and will notify you when the remaining service parts arrive from our manufacturer so we can schedule the work to be completed.  

   

  We are entitled to receive payment and you have also agreed in our contract to allow us to charge your card on file.  

  Customer Answer

  Date: 12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I also contacted the business and requested a formal written response as to when my remaining windows were ordered and when they would installed. The response I got was nothing more than that Apex is "committed" to finishing the job, so they did not provide either of the requested dates.

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