ComplaintsforApex Windows & Bath Accessories, ACC

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased eight windows from Apex window and bath in August 2020. Decision to use this company was based on positive experiences from two neighbors. I too, was very pleased with the sales and installation process, and I subsequently referred this company to several other people based on my excellent reviews. A year ago, I noticed a bluish green gel oozing from the corners of two windows. Not sure what it was. I thought it was left over from installation and cleaned it. This year when I cleaned them, I noted it again however, there was more and again just on two windows. Neighbors that use this company for their installation of windows did not have this problem. I called Apex Windows and they told me to call Milgaard the window manufacturer. Milgaard was very helpful and based on photos I sent them told me to follow up with Apex because it appeared to be an installation problem and not a window problem. I followed up with Apex and I have received very little follow up Initially, I was told that I would have to pay $200 to have someone come out and look at the windows. I sent a letter via email to Mr. Lashley owner of Apex Windows and received no follow up. Another call to the company referred me to the HR department and again no follow up . At this time, I am requesting that someone from the company please come out and look at the windows to tell me if this is a sealant problem that could compromise the window seal. It is my belief as a homeowner and a veteran that good customer service is the basis for referrals and business success. I have been patient and understanding and I would appreciate attention to this matter. Thank you in advance. Photos were submitted to Apex detailing the problem.

  

  Business response

  08/01/2024

  Good afternoon.  

  This is an odd situation, indeed.  It's certainly a little bit of a head scratcher because we've never seen this "blue ooze" before.  However, our management team got together today to review the images, and we think we may have come up with a possible reason why this is happening.  We will be reaching out to you today to schedule an appointment for our Field Manager to come out and take a look and see if we can figure out what's going on.

  Thank you for your patience, and we're sorry that you had to reach out through the BBB.  But, we'll get you taken care of.

  Customer response

  08/06/2024

  There has been no call back from Apex. Per response, it was promised last Thursday. I do not want to close out complaint until field manager makes appointment to look at windows .Thank you.

  

  Business response

  08/09/2024

  Good morning.  Our Field Manager was able to meet with the customer on 08/07/2024.  We were able to determine the cause of the issue, and made a game plan to take care of the customer, free of charge.  We have material needed for the repair being delivered to our Tucson facility on 08/13/24.  Once it is received and inspected, we will contact the customer to schedule the repair.  

  Thank you, and have a great day.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apex installed 3 small windows in the kitchen of our home, due to seal broken and condensation, on Feb 17, 2023. Since then the same thing has happened to these windows plus another window in our home which was originally installed by Apex thru home builder AF Sterling, in 2018. On Dec 27th, Apex sent out an installer to investigate and he determined only one window needed to be replaced. We want all 4 windows replaced. Numerous photos showing the condensation between the window panes have been sent to both builder and Apex. Have contacted both companies, builder says Apex is not returning their calls and consequently this matter is not being resolved. And, we have a 10 year warranty. Very frustrating indeed!

  

  Business response

  01/31/2024

  We are sorry that the customer is not in agreement with our findings.  However, we have been in constant communication with both them and the builder.  We did come out to inspect the windows and found that only one of the new units has failed.  And, we found that the other window the customer has referenced has not failed, it’s just really dirty (these windows are really high and are not easily cleaned).  So, per the manufacturer’s warranty, we agree to replace the failed unit.  However, since the other three have not failed, there is no cause to file a warranty claim with the manufacturer.  We would be happy to re-inspect the windows again.  However, we will only replace the window(s) that has a seal failure.  Our President did discuss this situation with the VP of the builder on 01/26/2024, and the builder agrees that we should only replace the windows that we find defective.  Please just let us know how to proceed, as we would like to get this matter resolved as soon as possible.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home in Jul, 2015 from Insight Homes on Dove Mt in Marana. The builder contracted with Apex Windows to purchase and install the home's windows. We are now faced with multiple windows that appear to have broken seals, distorting our views. We had a previous warranty claim for one window with a similar issue in 2016 that was resolved satisfactorily. My understanding, obtained from the manufacturer (Paramount, now owned by Cascade Windows) is that any new warranty claim must also be processed through Apex. We have tried to work with Apex in order to submit such a claim. Between Dec 15, 2021 and Feb 25, 2022, I phoned or e-mailed them a total of 10 times. There was never one instance where they initiated or returned a call. The last person I was able to reach, in Install, indicated that they were looking through boxes of records to find the original invoice, which he indicated was needed to proceed with a claim, but he never responded again. Approximately two weeks ago, on May 4th, I called Apex one last time, indicating that I would file a complaint with the BBB if there was no follow up. That message was left with an individual to whom I had spoken previously. There has been no response. I would greatly appreciate your assistance in helping me to make progress on this issue. Thank you.

  

  Business response

  06/14/2022

  Good morning.

   

  We are sorry that this customer is having difficulty getting their insulated units replaced, and that we do not currently have the capacity to help them.  This claim is fair out of Apex's warranty, and we are not currently servicing this type of claim for Cascade Windows.  I know that Cascade has been having some struggles through this difficult market, as well.  But, because of the status of our current relationship with Cascade, the customer's best course of action would be to file a claim with them directly.

  Customer response

  07/01/2022

  Hello,
  
  Thank you again for your assistance in this matter.  I have inserted Apex's response immediately below.  My comments follow:
  
  "We are sorry that this customer is having difficulty getting their insulated units replaced, and that we do not currently have the capacity to help them.  This claim is fair out of Apex's warranty, and we are not currently servicing this type of claim for Cascade Windows.  I know that Cascade has been having some struggles through this difficult market, as well.  But, because of the status of our current relationship with Cascade, the customer's best course of action would be to file a claim with them directly."
  
  With respect to the statement that the claim is out of Apex's warranty:  We understand that the warranty on labor may have lapsed, but that does not mean that the materials (i.e. the windows themselves) are no longer covered.  Our understanding, obtained from our builder's representative, is that there is likely a ten year warranty in place.  If so, we would be covered.

  As discussed in my original complaint, we have tried to work directly with Cascade, including initiating a formal warranty claim via their website, but they have indicated they are not able to action our request.  They stated that any warranty claim must be processed through Apex, who originally ordered the windows and thus should have records that confirm that the purchase was from their subsidiary, Paramount, and that it falls within the warranty period.

  Based on the above, I believe it is reasonable for us to expect Apex to engage Cascade on this matter and provide whatever proof of purchase is necessary to allow our warranty claim to move forward.

   

  Regards,

  ***** ******

   

  
  

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