Complaints

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

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  Apex Energy Solutions

  4125 N 124th St Ste I Brookfield, WI 53005-1837

  
• 

  Apex Energy Solutions

  2921 Landmark Drive Ste 215 Madison, WI 53713-4248

  

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:05/08/2025

  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 partner and I got windows and a patio door installed by Apex Energy Solutions. We had to have someone come out for 2 windows that were leaking. According to that person, our humidity was too high in the house and the water we seen was from that. Those windows have not been an issue since then. Our big problem is the patio door. We have had them come out to try to fix the door several times. A person came out recently and told us that the installer did not put the weather strip in or any installation. The installer had a helper that he hired himself to help him with the windows and door. According to the installer, the helper is one that installed the patio door. The helper also stole from us. The first few times a service man came out, whom was the same person, seemed like he did not even want to help us. His repair was half a**. We also complained about the molding around the door being in 2 pieces. His comment was that is how we do it now. The current service *** said that the installer probably cut the wood too short and put it up anyway. The patio door also has a bent metal piece inside it. We can hear wind howling through the door to where my curtains are moving around, ice forms around the door in the winter. We have demanded a new door several times and nothing has been done. I messaged the person that sold us the widows today demanding a new door again. We will see what happens. When our windows were done being installed, there were hands and finger prints all over them and a mess left everywhere. The installer did very minimal clean up. We are not happy with this company or the product we spent our money on.

  

  Business Response

  Date: 05/08/2025

  Hello!  Thank you for working with us on your window and door project.  We are glad to see how well the window project went and the finished project!  In the last 24hours we did receive your message about the recent visit and our customer care team will reach out shortly to discuss next steps.  While the patio door did have a casing issue and warranty claim we assure you that your warranty will cover any necessary requirements including (if needed) a new door.  Thank you for continuing to actively communicate with our team and and allowing us to complete any punch list items on the patio door.  Have a wonderful day! 

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising 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.

  Hired Apex to take out old front bay window and install new about 1.5 years ago. The first crew came about *************************************** for installation. They were messy gross and did a horrible job. The windows had defects and scratches all over and a hand print internally. Contacted **** and he was an absolute a** hat. Got a new window 6minths later the crew was great but the windows are still defective scratches bad locks etc. here I sit with no communication no resolution from **** and or his team about another replacement. This is ridiculous and should never happen. I have one large picture window with two side windows still not correct. We are extremely understanding and chill people but this is pushed us to our limits.

  

  Business Response

  Date: 01/13/2025

  Hello!  Thanks for expressing your concerns and for your partnership!  For clarification the project was not 1.5 years old as it was signed 4/22/2024 and the project cost was not $5,000 but $4,840 for full frame replacement of #5 windows reconfigured into #3 windows.  Product arrived quickly and was installed 7/25.  Overall the project went well as install turned out beautifully and the windows thermal performance is as expected.   There were a few cosmetic flaws which **** sought to resolve immediately.  There was a dented lift rail, scratched lock and small smudge on the center glass pack not originally noticed during install by anyone.  Service parts arrived and after some weather delays we returned 11/25.  Only service not completed was center glass pack due to different smudge.  This last service part  is on order and we hope to arrive soon to we can finalize this item.  As we have communicated we apologize for the smudge and will continue to work for a perfect final product!  We are glad that everything is performing so well during this cold season! We will have our operations admin reach out tomorrow with another update.  Have a great day! 

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

   

  Please see attached email documents this will further explain the reason for this report to the BBB  everything stated above is not correct and *** usual its not big deal to them the lack of mistakes they clearly make and want to sugarcoat it. Unfortunately their lack of care for their customers and giving false information is clearly their business model. We have been very understanding but at this point AGAIN we receive communication about these supposed orders. I mean I apologize 1.5 years versus by the time this job will be complete if after the third time its actually correct would be a year. Thats ridiculous. Numerous counts of no communication, horrible attitude from the regional vice president himself(******), and passing the **** is not someone I will ever do business with again!!  We werent asking for much but a job done correctly but 2 times now a 3rd is completely unacceptable. We understand mistakes can be made but the lack of everything else is quite frankly down right horrendous. With all that said you will see the last communication was October. I have called *** twice late November I was told she would follow up with me on the window ans correspondence with ****** and I havent heard a word. Again horrible communication for a company that has made many mistakes. Not once in this complaint in their response any more of the song and dance we have gotten since April and two more horrible products delivered. With that last install parts were still missing from the April s**** up. 
  
  Regards,
  
  ******* ********

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

   

  I am hoping these files work. Please let me know. There should be 14 emails in both files total
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 01/14/2025

  Hello!  Thanks for your response.  First from our whole team here at **** we apologize if you feel communication was ever not to your satisfaction.  We will continue to communicate to the best of our ability and finish this last glass with smudge so you can enjoy your windows.  We have reviewed all recorded calls and email exchanges with our local team and leadership during the times in your messages.  Initial emails on 10/7 were followed with multiple voicemails from our operations admin and two phone conversation for updates on lead times of the three mentioned service parts. Followed by a long email exchanges about the specific items on your list that were discussed with our field supervisor.  There was consistent communication via email and phone during the month of October and afterwards leading up to the first service appointment.  The cosmetic flaws from the manufacturing facility and shipping are unforeseen and unfortunately do happen but we stand by the product and supply an incredible warranty to protect these items such as scratches, smudges and dents.  We will call today with updated lead time on last part and work towards letting you enjoy the purchase! Feel free to call our local office for anything else we can do.  Thanks! 

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Sorry for the delay it has taken me a fews days to compile all the saved emails, phone transcripts, etc to simply lay it out from the start. Because at this point apparently we are going t** for tat ie: my $5,000 in my complaint to your $4830 I mean crazy right. So here its is;

   

  Thank you for your response. However, I must clarify that the communication from the Apex team has been nonexistent since the first failed installation. As customers, we have been the ones forced to follow up repeatedly in order to find out what is happening. This is not a feeling, but a factual account of the communicationor lack thereofduring this process.
  Here are the follow-up facts that demonstrate the lack of communication on Apex's part:
  Followed up with **** on 7/2/2024 after the first failed install, 8/6/2024, and 8/20/2024 with no concrete answers on when the new window would be in.
  On 8/21/2024, **** provided me with ********* contact information.
  On 8/21/2024, we left ******* a voicemail with no response.
  On 8/24/2024, we had to follow up with a text message as ******* still hadn't responded.
  On 8/26/2024, she finally responded stating she would call at 4 pm. She called at 4:15 pm with no apology for being late and was very dismissive of our concerns.
  On 8/27/2024, ****** emailed to inform us that things were delayed.
  On 10/7/2024, we had to follow up once again with ****** about the status of our order.
  On 10/29/2024, we had to follow up again with ****** as he never responded to the 10/7/2024 email.
  From 10/29/2024 to 10/30/2024, ****** finally responded to our emails. During these emails, we pointed out Apex's lack of communication and what we perceived as condescending responses.
  On 11/22/2024, the second window was installed (after the first one failed) and to address the issues from the first install. During the installation, the picture window once again had a defect inside the window panes. The installer noted this and said another one would be ordered.
  On 12/2/2024, we spoke with *** about when the third picture window (the first two failed due to defect) would be arriving and discussed a potential discount due to the ongoing issues. Once again, there was no follow-up.
  When a company like **** claims that one of their core values is to provide better service and busing their tail to ensure customer satisfaction, we would expect that customer service and quality control; be a higher priority. In our case, Apex has failed to live up to these core values at every turn.
  
  
  
  Regards,
  
  ******* ********

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

   

  we had a our third and final window installed. Again poor customer service no one called to check on it no one called to offer us anything for the absolute nightmare we have dealt with. Our third window is fine but we would still like to understand why the lack of communication and or communication to make this right. True shame that businesses behave in this manner. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:11/18/2024

  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.

  We entered into a $17,000 contract with Apex Energy Solutions based on assurances from their representative, *** *********, that the new windows would not significantly reduce brigthness in our home and would match the light transmission of our kitchen window. However, the installed windows have a dark tint and significantly reduce natural light, requiring us to keep lights on during the day. This outcome is inconsistent with the promises made during the sales process.*** brought a sample window to our home, and we expressed concern about its darker appearance. He assured us this was due to its placement and lighting, and that the installed windows would match the light levels of our current kitchen window. Based on these assurances, we proceeded with the purchase.**** claims to educate homeowners on energy efficiency to help them make informed decisions, but we were not informed about how low-E coatings would impact natural light. Given our shaded location where cooling efficiency is not a priority, and our express concern about maintaining natural light, low-E coatings were unnecessary. **** failed to assess our needs or address our concerns, undermining its commitment to transparency. When we contacted Apex, Regional Vice-President, ****** ******, falsely claimed that low-E coatings were legally required in *********, which we confirmed is not true. Attempts to escalate our concerns were unsuccessful. **** offered to cover a minimal part of replacement costs if we signed a waiver, but this does not address the misrepresentation that led to our purchase.We request that Apex replace all affected window glass with transparent glass at no additional cost. This resolution would restore natural light in our home and reflect ***** commitment to customer satisfaction and transparency. The current situation has negatively impacted our home and eroded our trust in the company. We look forward to a prompt resolution.

  

  Business Response

  Date: 11/18/2024

  Thank you for explaining the situation.  First Im so glad you were happy with the product and installation on this project.  The job turned out wonderful!  After full review our sales person explained thoroughly low e coating and the differences in final appearance.  Ultimately your decision to purchase triple pane in order to receive the tax credit was delivered as contracted. Unfortunately Apex cannot be responsible for the choices you as the homeowner made on your window purchase.  

  Even though we delivered as promised on the contract we do care deeply for our customers and want nothing more than for them to feel satisfied with their purchase.  Our email exchanges offered to negotiate splitting some of the cost of replacing all glass, not due to any fault of Apex, but as a good faith gesture.  Customer refused to discuss any compensation and no specific figures were discussed (as the message above claims).  We maintain our willingness to help but unfortunately customer was unwilling to speak on phone and took no responsibility for the purchase decision via email.  

• Initial Complaint

  Date:09/29/2023

  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.

  On 9/24/18, we made a down payment of $2,091.00 to Apex Energy Solutions to install new windows in our home. The person who sold ** the windows was *************************, Senior Partner of Apex Energy Solutions. During the sales process, ****** told us the windows have a lifetime warranty. on 3/19/2019 they finished the installation, and we paid the balance of $5375.00 for a total of $7,466.00.In Spring of 2023, my wife was cleaning our windows and noticed that a window seal had broken in the triple pane glass. Creating hundreds of gray, brown spots between the panes, looking permanently dirty and cloudy.On Tues., 9/19/23 I called Apex and received voice mail and left a message @ 9:45 A.M. about the broken seal and ask for a return call with my Ph. number, no return call. Wed. 9/20/23 I called again their number ***************) @ 8:14 with same message, no return call. On Mon. 9/25/23 @ 7:05 A.M. my wife called receive VM and left same message, again no return call.The contract indicated their main headquarters was in ************** website www.apexenergygroup.com. Mon. 9/25/23, I went to the website, and it listed a phone of ************, which I called, VM again, left a message @8:45 A.M. that I have been contacting their **********, ** office about the broken seal and warranty, with nobody returning my calls. Headquarters never returned my call.The Better Business Bureau's website lists two offices for Apex Energy, in **. One in Milwaukee and one in **********, both have the same number, ************. Their contract indicates they are accredited BBB member.All I am asking for; is they honor their lifetime warranty. It appears from their silence, that they are ignoring their responsibility.

• Initial Complaint

  Date:09/10/2023

  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.

  I ordered new windows (and patio door) for my condo from ************************* at Apex Energy Solutions, *****************************************************, **************, ******************************************* on January 9, 2023 in the amount of $34,977. On April 11, 2023 April ************************* called me and asked for more money to help him cover the costs. At that time, I agreed to give him an additional $750, and sign 2 addendums. It sounded like he had made a pricing mistake and was asking me to help him cover it. Also, he wanted to take Apex out of the loop for rebuilding the skirts and said that he would cover those costs. 08/01/23-08/31/23 the windows were installed. Unfortunately, the 2 bay windows were the wrong size (too tall and too narrow) but were installed anyway. This left gaps on either side of the windows between the windows and the existing trim which are open to the weather. The old windows were removed but the new windows were not wide enough to fill the space. The new windows were put in with no clearance below or above the window (and no water controls or leveling) and with an approximately 4 inch gap (2 inches on either side of the window). Because the windows were too narrow, this gap remains today. In addition, the windows dont match up with the skirts because they are too narrow and in one case arent even centered on the skirt. Also, there are 7 screens and one handle that need to be replaced, and there is no inside casing on the 2 bay windows. Trim on the half circle window in the living room, on the outside is not best practices and looks shoddy. Also, the roof (for which I paid $750 extra) over the kitchen bay window doesn't even cover the opening.I have repeatedly emailed reps of the company (starting on 08/06/23) with pictures, texted with pictures and even got to talk to one person once (*******************). But nobody has come out to the house so that we could go over what needs to be done. Their stance is that the job is complete and I should pay them.

  

  Business Response

  Date: 09/13/2023

  We apologize that the customer has confused the details of this project.  The customer was not asked to cover any additional costs.  It was determined his roof kit on the bay window was recommended to be replaced based on condition and he agreed to add this labor and materials at our cost per his choice.  During the re-measure we also recommended that the wooden aprons be rebuilt under two bay windows so the projections were perfect.  In order to do this we connected the customer with a finished ********* better equipped for the work and we committed to paying 100% of the cost.  The customer was to receive significantly more work and better final product without all the cost.  

  After completion of the project the customer did not have the ********* rebuild the aprons hence the gaps which were insulated.  We stayed in constant communication with the client (multiple conversions in August and ********* post install) and even agreed to inspect when the ********* was finished.  The screens, casing and handle were a service item, on order and arrived yesterday.  To our surprise the customer used this forum instead of having the ********* finish the project and waiting for final inspection.  Due to the actions we have scheduled our install manager and service coordinator for an early/additional inspection  (with service parts) for ********* 18th.

  Customer Answer

  Date: 09/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, Since they have supplied the missing parts, agreed to install the proper casing, and agreed to pay for 100% of the carpentry costs I request that this case be closed. 
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/08/2023

  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.

  Final Date of Transaction: May 22, 2023 Total Amount: (approx) $30,000 They committed to provide: Windows Installation and Windows; Siding around windows to complete job. They promised that it would be 100% done correctly with no imperfections. We raised concerns about doing the job without complete residing of the house, but were assured they would finish it and we would have no issues. Nature of Dispute: The Job was done with extreme poor quality. We can see that the frames are not parallel to the house. We can also see that boards are not lined up and caulk is filling to attempt to make it seem like they line up. We were asked to pay additional for this work after the job was quoted and ordered. They made a mistake in noting how we wanted the installation and passed the cost of their mistake onto us. Attempts to solve: Many. We set expectations before they started the job. We reported the poor quality during the job. We were told by the business that they do not need to come onsite to see the work we were complaining about. We raised the issue with them the week after, they said they would fix. Then after hounding them, they said they would do nothing. They even claimed that this was the best work in our neighborhood. There salesperson visited to see the work, we showed every problem. We were told they would follow up and they never have. They don't even send a person to address the problems with the windows. We have audio and text messages showing them refusing to address the problems.

  

  Business Response

  Date: 07/08/2023

  Thanks you for the correspondence.  The initial project was contracted and built to the specifications of the contract.  Upon scheduling of installation we were notified that the homeowner was no longer doing siding as original outlined.  This was confirmed with both homeowners as factual and they confirmed they had a contractor but did not want to tackle project yet.  Our company determined we would help change the job to accommodate the sizing of the windows and desired expectations at cost.  This required additional work and materials covering more square footage of the home.  Those terms were agreed upon and signed by customer.  Throughout the project we were met with hostility and poor treatment of our teams despite our best efforts.  In completion one of the customers confirmed via text message that everything turned out well.  Later the attached photos were brought to our attention and our install manager discussed these items with the customer and we discussed with the product manufacturer.  As was explained all finished product was installed within tolerances and per the specifications of contract and industry standards.  ******** requested further communication at which time sales team did a visit and VP left multiple voicemails with no response until this review.  

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We must reject the proposal as it is the same as previous. We raise concerns and we are told everything is perfect according to their perspective. We get no resolution.
  
  Before I continue, I will put out as a decorated US Army combat veteran of the 101st ***************** that I can only traffic in truth. We have noticed Apex likes to play loose with this virtue by Apex is why we pursue a 3rd party complaint through the BBB.
  
  In regard to the Contracts and Specifications, it is their sales process and they are specifying the technical jargon. When they explain in English to the customer (Me), they are making different expectations. I do not write contracts or subcontracts for windows. This is why people choose vendors like Apex, with the expectation they are translating it correctly. I have used other window installers in the past and they have not made the same mistakes.
  
  During the initial Sale, we had shared our original plans which had already been quoted and estimated by another contractor. The original plan was to use this contractor for siding and windows. When Apex arrived, we entertained their sale. We liked *******. During the sale process we kept asking questions to understand how it would work being done in parts not the whole like our original plan. Prior to and At Sale time, Both my wife and I stated we were not doing siding and instead were going to give the sale to Apex for the windows and defer Siding. This is the very reason Apex was chosen, on the idea we could break apart the job. They wrote the contract and the specifications.
  
  When we scheduled the installation that is when Apex informed us, they had written their contract based on us getting siding. Again, our purchase of Windows through Apex was based on the very idea of not doing siding at the same time. We not only told this twice to their sales, but even subsequent Apex staff who came to measure the house. The mistake of how they translated what we told them is their mistake. I stated this to not only ******* but ****** as well.
  
  When this mistake was discussed for the first time and options were given, I did ask if we could cancel the contract. I reexplained that the mistake was theirs. ****** provided two options and was dismissive of the contract cancellation. There were 2 Options. 1) They would roll the siding near the window (But could not guarantee the weather tightness) 2) They could do siding. ****** was very insistent that Apex was able to do siding. He was selling that Apex was able to do siding and had crews to do the work. We had to discuss this internally as we were uncertain how they project would come out as our original windows had an odd feature above it. We pursued them for days for examples of similar windows. We were never provided. The time of this internal discussion was 1 week. In a screenshot of a text, ****** will say a month. This will not line up with timing. As we had the scheduling call around April 17th, Windows installed by May 19th. (This will be many of the factual errors they make and can be easily proven. We have photos, logs, and video/audio recordings)
  
  We were never provided an option where they fix the details of their contract to what we stated at sales time and do the project as intended. Nor did they entertain cancellation.
  
  We opted for the 2nd option. ****** promised (Literally promised) that their siding work was great, they have done this before, and we would love the result. This is another point where they contract and make the specifications for the project. At this point, I emphasized to ****** that they are making us Pay more for this project to fix their mistake. ****** not only promised that the results would be great, but it would save us money. Their explanation was it would save us money because this type of siding work is the most expensive and would not have to be repeated. We were hesitant because we had specifically broken up the project so a different vendor was doing the siding. I did tell him, We would not save any money if the work had to be repeated. He was committed to the fact it would turn out fine.
  
  When the project began, the install team onsite did state they hadnt done siding before and wanted to have their contract corrected before they would start work. When the work started and we started to have questions, we raised concerns. During this time, my wife and I found that ****** would often give different information to the both of us. She did get upset and got extremely upset at ******. This is the first time he said he would not work with her. Between the two of us, I get extremely busy with work, so his refusal to work with her only caused problems. However, you will see as we have included the text message history now of both of us. She apologized. While Apex just said they were treated unfairly, she talks well of their team.  It is not uncommon for a customer to get upset, it is uncommon for a company to start refusing to talk to them. ****** has been extremely hostile to her.
  
  When she starts noticing the many issues, we are still reporting again, In the text messages ****** eventually tells her he will not deal with her. We requested they send someone to take a look, they refused. (In Text Messages included) We have reported all of these problems multiple times and will detail here all the times we have reported.
  
  We had a very friendly relationship with the install team onsite. They did know how to install windows. But they were also tasked with siding. There was no separate Siding team as sold. The team onsite even said they didnt do siding.
  
  There was never a text from us saying the project turned out well, we have included screenshots of all text messages. At the end of the project, we walked the entire project with the team onsite and detailed all the same issues from caulk, uneven board, slanted windows. We were told that they would discuss this on Monday and get back to us on Monday.
  
  On Wednesday, I finally decided to call their install manager, *******************. *** explained that they looked at the photos and decided that the project looked fine. When I raised the issue of uneven boards, *** explained that is because to get the right results we would have had to completely re-side the house.We included the audio of ******** phone call in the complaint. He called and explained the project looked fine by their standards and asked for a callback to get verification. We did not call back to verify agreement. 
  
  We (as a customer) plainly understood they refuse to look at their work. There is no contract or industry standard where wood doesnt meet up and is filled with caulk. There is no contract or industry standard where the window is slanted, and it is obvious to the naked eye. We had to call them to even get an answer on our 2nd attempt to bring up problems. They never pursued resolving it. 
  
  We also found another window which was very subtle in its slant and will include the photo (Uneven front window.heic)
  
  We did not request the sales team visit. Apex requested the sales team visit to do promotional pictures. I can also include the calls and texts where they requested to visit and get promotional photos on the project. This is the 3rd time we raised the issues. We walked the salesperson around and pointed out all the issues as we have included in the photos. On site, it was stated that Apex installs windows and doesnt do siding. He said he would get back to us. To his credit, He did update when he was having conversations. He stated that ****** (VP?) would call. We also stated at this time that with no followup we will start the process of filing complaints where needed.
  
  No Calls occurred. While Apex claims multiple calls without answer, we can also extract or provide the Cell phone bill showing that between the call ****** left claiming their project was perfect till the time we filed a complaint that no calls occurred. Only after we filed a complaint did he call ONCE. It is also strange he sent this to my wifes phone to make the same claim even though it is clear in the text messages he stated he would not work with her. 
  
  Summary
  First time issue brought up. It was during the time the work was performed. Provider decided to stop talking to customers.
  Second Time. We had to pursue a conversation with the installation manager.
  Third Time. The salesperson did follow up with his management. The management never followed up. We did inform at that point we will start either a legal process or complaint.
  Fourth Time. This is the BBB process.
  
  We have received No support for reported issues with the windows. In the text messages you will see it was said by Apex they would send a tech to look at the windows. When sales visited, they also stated they would send a tech to look at one of the windows where the crank didnt work correctly. It should not take more than a month to get any response, it has.
  
  After we filed the complaint, you will also notice, since we are including screenshots of our text messages, ****** starts inferring we are performing defamation and we should call soon otherwise it changes things. We prefer a 3rd party arbitrator at this point.
  
  I want it to be clear, we are taking the BBB route as a first step. We are perfectly fine escalating. We, at this point, WANT the public to know what happened in this project. You cannot threaten. To make this a more permanent public record is okay with us. We are being encouraged to take a more subtle approach first. Perhaps there is a solution that can be found now on the fourth attempt. We have documented this well and can verify and prove history, timing, and every detail. 
  
  We are now including the text messages. We also included all the photos we sent when we first tried to course correct during the install.

  Due to limits in the upload, We are not able to include the photos sent in text but can provide all those. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/09/2023

  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 contracted with Apex Energy Solutions through ************************* and ********************* for replacement of over 30 windows (most Double Hung, with 2 Casement) (Alside) and front door (Provia) in our house. After initial replacement in Fall 2021, we noted in Winter that windows were drafty, noisy and our house cold requiring thermostat to be turned up to maintain temperature. When I contacted ******, he said this was due to issue with velcro (absent or incorrect size) in the double hung and incorrect installation of 2 casement windows. He replaced the velcro that did not resolve the issue. After repeated calls, he now stated that the issue was due to double hung window sashes needing "Adjustment" and that this was a minor issue. We kept getting a run around by ******/ **** ins spite of multiple calls, stating that this would be taken care of (either by Apex installers or Alside staff). This continued through Summer 2022. In June during installation of Entry Door, we insisted that the issue with windows be addressed. The installer noticed casement windows improperly installed with gap by interior casing causing drafts. He also noted that double hung windows had no adjustment to be done and issue was due to defective Sashes in multiple windows. We then had to wait for another Apex installer (*****) to reinspect and confirm this. 18 defective sashes were noted and ordered, then replaced in Aug 2022. Subsequently in Sept 2022, we started noticing wind draft from one of the widows in the master ** (replaced ****). We again tried to reach ******/ **** and *********** without any success. After multiple attempts we were able to connect with **** and send him warranty information regarding the window (on Oct 21, 2022). To this day, the issue has not been addressed. **** responded initially he would submit a service request, and later that this would be addressed by ******. On reaching out to ******, we were told that ***** would address the issue. During this period, we had another issue crop up now with the Front Door that gets stuck intermittently and has been having wind draft. When I contacted ******, he texted this would be taken care of by *****. We have left multiple follow up messages (calls and text) with no response till date. We would like the issues to be addressed at the *****

  

  Business Response

  Date: 01/10/2023

  Thank you for forwarding Apex the complaint from ****************.  Apex is always determined to help our client be as satisfactory as possible and give them a wonderful experience.  **************** has repeatedly requested inspections of his windows for one reason or another and we have always obliged.  Apex forced the manufacturer to replace the initial sashes even though the claim was denied stating all product was within tolerances from the manufacturer.  Based on our various visits to the home there are no issues with the installation of the product.  Per our contract which is certified by the BBB the product warranty is held through ******************** *** and thus Apex is not responsible for product issues.  Contact information was provided to **************** upon completion of the installation.  The request in November to look at one windows was sent to the manufacturer at that time.  **************** has only recently reached out to Apex as of yesterday and we have not had ample time to contact the manufacturer. In light of this complaint Apex is sending out one of our representatives today at 11am for inspection on behalf of the manufacturer.  Apex will do what can be done on to satisfy the customer within industry standards and manufacturing tolerances.  If this does not satisfy the customer we will help him contact the manufacturer ******************** ****  

  Customer Answer

  Date: 01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and my response is as outlined below.

  The Apex technician was in yesterday to look at the Window and Front Door.

  For the window, he was able to narrow the gap between the upper and lower sashes from where the wind draft was emanating. He did not note any issue with the sashes. Hope this fixes the problem.

  With regards to the door, the technician was able to partially fix the issue by adjusting the main door and the storm door. He took pictures of the door lock and other problem area that he said would be submitted by ***********;to the door manufacturer for servicing. Hopefully this will be addressed soon. 

  Lastly, on the issue of communication, multiple attempts were made (text and calls) prior to the last call with Apex representatives regarding the issue, the logs of which are available. 

  Hope to have the door issue resolved soon.

   

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