Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered 14 windows from Apex energy solutions for the front of our house. We dealt with ****** ***** as our sales person. He was very hands-on through the process. The windows were measured 09/2023 & installed in January 2024. One of the windows had a cracked pane & the installer, ***** said he could order a new one, have it within the month & be back to replace it. They finished up & left. We went through and inspected the job and found that there was damage to a number of the window ***** where they replaced the windows and there were areas where the sealant was missing and not filled in completely. In fact I could feel cold air coming in from the outside. We contacted our sales person ****** and told him about the cracked window pane as well as the incomplete sealant and the damage to the windowsills. He said he would come out and inspect the job in the next few weeks. He never did. After 6 weeks, I contacted the ****************** and asked if our new window pane was in to replace a cracked one and they said they would get back to me. Several weeks went by and I heard nothing so we contacted both again and got the same response. In March 2024 I was told the window was in and Carmo came out to install it. when he opened it up, there was a crack in that window pane as well & had to re-order it. Looked at where sealant was missing. Said he didnt have the right color sealant with him and h*** be back. The installer never came back. I have contacted ****** more than a dozen times and was told hes come out & inspect it & to this day he has never come out to inspect the job and the damage. I have called the main office and left several messages and no one has returned my calls. it has been eight months and we still have cracked window pane, damage to our window ***** and incomplete sealant that lets cold and hot air in the house. We paid $17,000 for the windows. We financed it through ********* who does their financing. We have been paying since January 2024.

  Business response

  09/26/2024

  We have completely overhauled our installation department in the last 90 days. Apex Energy Solutions has hired a new Field Supervisor and a completely new install crew. We apologize for any miscommunications or lack of communications during this transition. 
  There have been significant delays in our manufacturing lead time that have been frustrating for both Apex and our homeowners. The final window that the Traxler’s have been waiting on arrived in Columbus last week and our Field Supervisor is in communications with the homeowner to come back and complete the service. During the window service all remaining work regarding repairing damaged casings/trim, as well as any caulking work, will either be completed or scheduled. 

  We appreciate the patience from the Traxler family and are excited to have this sorted very quickly!

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of installation: March 2, 2024 Amount paid: around 30k Multiple attempts to contact the business to resolve issues below 5 months later and we still have no screens in our windows There are multiple flaws in the windows They messed up 2 windows that need replaced and they keep saying they will come fix them and never do Parts of the windows are already bowing after only 5 months

  Business response

  08/13/2024

  ---------- Forwarded message ---------
  From: ********************* <*******************************************>
  Date: Tue, Aug 13, 2024 at 3:37 PM
  Subject: Read: BBB complaint 22057157
  To: ********************************************* <*********************************************>
  

  
  
  

  Your message
  
     To: *********************
     Subject: BBB complaint 22057157
     Sent: Tuesday, August 13, 2024 3:30:17 PM (UTC-05:00) Eastern Time (US & ******)
  
   was read on Tuesday, August 13, 2024 3:37:25 PM (UTC-05:00) Eastern Time (US & ******).

  Business response

  08/15/2024

  
  We regret very much the process and length of time it has taken to finish this project. ************************************************************* early March. All 17 of the windows that were operable arrived without their screens. Screens were reordered in March as well as the (2) two window sashes that were incorrect as mentioned in the complaint. The two sashes arrived in early May and install was scheduled to address the sashes and redoing some trim and other workmanship, during this install it was found out the sashes regrettably came incorrect again. On top of that the screens still hadnt arrived. 
  
  July 9th we communicated the homeowner that the sashes were estimated at the end of July. This estimation did not turn out accurate. 
  
  The 2 sashes are estimated to arrive in the next 3-5 weeks. Manufacturing is currently seeing major delays (approx 20 weeks) for all products. As a result of being overloaded during peak season and/or staffing issues of their facility. 
  
  The screens arrived this summer but unfortunately were lost and found again during the much needed move of warehouses this summer. These are going in Thursday of this week, this has been communicated and agreed to with the homeowner. Finally the screens will be in! 
  
  Weve communicated monthly with the homeowner during this summer. Both local Apex team and escalated to National VP of Apex. 
  
  This matter will be closed very soon with our deepest regrets and apologies to the homeowner. Their patience and politeness has been appreciated in all communication between them and Apex, even in the face of their growing and understandable frustration. 
  
  Apex has hired additional operations and installation positions to adequately serve our homeowners. Better personnel, facilities, and operation procedures that weve invested in over the last 6 months leave me confident Apex can move forward and prevent situations like this from ever occurring again. 
  
  
  
  *********************;
  
  Managing Senior Partner
  
  
  Apex Energy Solutions of Columbus
  
  ***********************************************
  
  ********************************* / C: ************
  
  *************************************

  Business response

  08/16/2024

  
  ---------- Forwarded message ---------
  From: ********************* <*******************************************>
  Date: Thu, Aug 15, 2024 at 2:22 PM
  Subject: Re: BBB complaint 22057157
  To: ********************* <*********************************************>
  Cc: ***************************** <************************************************>
  
  
  Screens installed today. 

  Customer response

  08/19/2024

  They came and installed screens.. We are still missing the correct bathroom window and correct guest room window. 
  

  They did not fix the issues with the windows in my living room - bowing parts.

  What about the windows that look bad because they put the serial number facing out and decided to try to fix by sloppily puddying over it? 
  

  They only resolved a piece  of the pie...

  Customer response

  08/20/2024

  
  They came and installed screens.. We are still missing the correct bathroom window and correct guest room window. 
  
  They did not fix the issues with the windows in my living room - bowing parts.
  
  What about the windows that look bad because they put the serial number facing out and decided to try to fix by sloppily puddying over it? 
  
  They only resolved a piece  of the pie...

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were charged the full amount for a window installation job that was never completed, ghosted for weeks by their Dublin office, then were only able to contact the salesperson. Since then, the job has still not been completed. Per our contract, the terms for payment are: * 30% to be paid upfront when the contract is signed. * 60% when all materials are delivered to the warehouse. * 10% when Apex certifies that they completed the work. Timeline: * 9/29/23 - we signed to have windows installed. * Installation went through early Jan. Two windows were skipped due to not being made the correct size, and most of the windows came with no screens. * 1/18/24 - we were charged the 10% remainder even though the job was never completed. This was very concerning because that means the company "certified completion of work" as per the contract. We called multiple times and Apex never answered the phone. They also did not return multiple voicemails. * 1/28/24 - After weeks of waiting, as a last attempt, I sent an email to ***** *****, our salesperson, who finally replied via text. * 2/1/24 - ******** ****** from Apex asked in email what windows and screens were needed, which to me says for the second time that Apex had no intention of completing the job and kept no accurate records of what was done. * 4/17/24 - No progress was made. We didn't even receive an estimate for when if ever it would be done. Filing this complaint.

  Business response

  08/02/2024

  We regret very much the process and length of time it has taken to appropriately finish *****’s project. Much of his complaint is fairly written. He ordered 23 windows and 20 were installed in January. Of his 23 windows , 12 were operable and 8/12 needed screens to be reordered. 
  
  Those screens arrived in April where an attempt was made to install the screens and communicated with the homeowner, however the size of the screens limited options for delivery. Unfortunately the screens were misplaced while the company transferred warehouses this summer. Those screens were located and being installed next Thursday August 8th. 
  
  The issue regarding the remaining windows to be installed stems from their unique shape and custom aesthetic options - the combination of which lead to significant delays in their reordered process due to nationwide manufacturing delays for shapes and color products. We’ve been working with manufacturing to locate and prioritize these windows. We were finally informed, ironically , as of 7/31/24 that the windows will finally arrive to our facility on Monday 8/5/24! So these windows will also be installed Thursday 8/8/24. 
  
  We’ve communicated with the homeowner during this summer and since the complaint. The homeowner knows of and agreed to the installation scheduled 8/8/24. This matter will be closed this month with our deepest regrets and apologies to the homeowner and a financial credit. 
  
  Apex Energy Solutions is committed to avoiding delayed and subpar project lead times. We’ve hired additional operations and installation positions to adequately serve our homeowners. Better personnel, facilities, and operational procedures that we’ve invested in over the last 6 months leave me confident Apex can move forward and prevent ANY other BBB complaints. 
  

  Customer response

  08/08/2024

  I accept the business's response to resolve this complaint, given they do actually finish the job. They have a history of making promises and then not delivering, then going silent - if history repeats again, I'll have to re-open the complaint. The difficulty reaching them also effectively means the product's warranty is worthless, but at this point just having the remaining windows and screens installed is an improvement.
  
  Regards,
  
  ***** *****

*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. ↩