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:03/14/2025

  Type:Delivery 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 contracted with Apex Energy in May 16 24 to replace all the windows and doors in our home. The price and contract was agreed upon by all parties and we were told it would take roughly ***** weeks for the installation. After **************************************************** delivered. Finally, Sept 25 2024 the project installation was scheduled. Roughly 20-25% of the product delivered was in too poor of condition to install or was installed with the promise it would be replaced with new products. Additionally, some parts of the order were wrong size, shape or style. We were promised how important our order was and how they would do their best to get the product back to complete our job. It was another 4 months (January 2025) before a portion of the replacement ordered arrived. Again, parts were damaged or in disrepair. Complaints were filed at the local and corporate level. We were promised again how important this job was and how they would try to expedite. It is now March 2025 and we have had no contact with the vendor for almost a month. No promise on when our order will arrive can be made and no guarantees of its quality can be assured. I am filing this complaint as it should be in the best interest of the BBB to investigate this occurrence. The vendor claims this is a one off and that they are of the highest standard and quality. The only thing they seem to consistently be able to offer and deliver is not delivering on anything they promise. Contractually we have already paid 90% of the project costs and yet, have no completed project to show for it. We believe compensation of some type from the vendor is in order given how this project has gone. We are approaching 10 months on an installation that even to their own admission should not have taken this long. We have been offered no compensation or adjustments and continue to be pending pertinent items to our order. We request the BBB look into this matter and assist accordingly.

  

  Business Response

  Date: 04/08/2025

  Good afternoon, the customers windows are in stock and he has been scheduled to have these items completed.  We have been experiencing significant manufacturing delays and we sincerely apologize for the inconvenience and frustration caused by this.  Thank you.

• Initial Complaint

  Date:01/17/2025

  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.

  On 6/3/2024, we signed a contract with **** to install windows on three sides of our house. On 9:6/2024, Apex installed windows with product defects (crooked window grids) and installed the wrong bathroom window (clear when obscure was ordered). I spoke with our salesperson ***** ***** and office contact ****** ******** immediately after the install. I was told it would take 3 to 4 months for a reorder to take place which would put the reinstallation at the end of December 2024. We have been following up for weeks for a status update with no response, yet we continue to pay the monthly loan payments. The job was not completed and the company does not respond. ***** ***** ************************************************* our salesperson and the office contact is ****** ******** ****************************************************** I have a long email thread which demonstrates their lack of response and we are requesting your involvement to get a company response and complete the job.

  

  Business Response

  Date: 01/24/2025

  Thank you for contacting us through the BBB.  We immediately reached out to the customer to give them an update on 1/21/25 on where stand with the remaining items in their order.  1/24/25: We have received word from our manufacturer that the remaining units to complete this job have been loaded on a truck for shipment to us.  We expect to receive these units in the next 7-10 business days and as soon as we do we will get the customer scheduled for completion of their installation.  This has been communicated to the customer as well.

  Customer Answer

  Date: 01/26/2025

   
  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. 

  However if Apex Energy Solutions does not complete the job within the communicated time frame, I will follow another complaint, along with following up the Apex leadership contact, **** ********.

  Per ****** Friday 1/24/25 email to me, he stated:  "Thank you for your follow up email.  I just got word that your units were loaded on a truck yesterday to be shipped out today.  We should be receiving those units in the next 7-10 days and as soon as we do we will be in touch to get your installation completed."

  **** ******** - Regional Marketing Coordinator

  Apex Energy Solutions *******
  **************
  ***************************************

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

• Initial Complaint

  Date:09/02/2024

  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.

  I ordered windows back in Oct 2023 and had them installed on Jan 19, 2024. We had an issue with one casement window and the screens for both casement windows had frame damage. I was told they would send a service tech to review the casement window issue and order screens. After multiple follow-ups, I finally had a visit from the service tech on Mar 10th (2 months after install). Service tech confirmed it was a sloppy install and the casement window was defective and would need to be ***laced. Also indicated he would order ***lacement screens for the damaged screens.Two months later, we finally got the ***lacement casement window on 5/31 but the screens were the wrong size. Installer indicated 2 weeks for the screens.July 7th - Followed up on screens and was informed "any day now".Aug 1st - Followed up on screens and sales *** said he thought this had been handled, which proved he was completely out of touch. Regional manager ***** excuses that there were delays in production. I can understand delays but 2 months after it was APEX error in ordering / making the wrong size they should try to expedite.Aug 15th asked again for update and parent company contact info.Aug 30th - Followed up again and no response.

  

  Business Response

  Date: 09/05/2024

  Good afternoon, ******************.  We completely understand your frustration with the delays in getting your screens in and installed on your home.  We sincerely apologize for the delays as we have been experiencing significant delays from our manufacturer.  However, I am happy to report that your screens were loaded on a truck yesterday and we should have them arrive here in ******* in the next few business days.  We will be in touch next week to schedule a time to come get this wrapped up for you.  Thank you for your patience and we look forward to getting this completed next week.

  -Apex Atlanta

  Customer Answer

  Date: 09/05/2024

  I heard on July 8th, any day now.      August 1st I reached out they had no clue.    August 12th, I reached out and still no clue.   Aug 30th I reached out and no response.    What makes us think Apex is not just trying to avoid a BBB complaint with lip service.    If this is the case, why hasn't Apex contacted me directly to advise of status.  

  Seems like all the issues in communication they would voluntarily reach out to me vs only responding to BBB.

  Very Frustrating,

  ****

  

  Business Response

  Date: 09/17/2024

  Update 9/17/24:  Customers screens arrived last week but he has been out of town.  We have him on the schedule for Friday, Sepember 20th at 9:30am to complete his service.  Again, we sincerely apologize for the delay and inconvenience.  

  -Apex ATL

  Customer Answer

  Date: 09/18/2024

  I'll confirm once screens arrive and are installed as first set of screens ordered were wrong size back in May.

  

  Business Response

  Date: 09/24/2024

  Update:  Customers screens were in fact installed on the morning of 9/20/24 and service has been completed.

  - Apex ATL

• Initial Complaint

  Date:07/24/2024

  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.

  Ordered new windows for my home from Apex Energy Solutions, which were installed in two parts (Dec 2023 and Feb 2024). 2 of the windows installed were damaged from the factory or during installation and I'm seeking to have them replaced per the contract agreement and the company's lifetime warranty coverage. The damage was not caused by me in any way and is a result of either the Apex installer team or manufacturing issues and therefore I consider the job not complete since Apex has yet to finish the installation with non-damaged windows. As I have pursued replacement I've been relatively ignored, given multiple false timelines and often no response at all. I just want the windows I paid for to be replaced.

  

  Business Response

  Date: 07/23/2024

  Please remove this from our account as this complaint is directed to the wrong company. The individual is located in Georgia. We have had no contract or past interactions with this individual, and Apex Energy Solutions of ********* is a franchise located in ********* whose territory is limited to a 75 mile radius of *********, *** 

  

  Business Response

  Date: 08/13/2024

  The reason this window is taking so long is that it has had to be reordered multiple times. 

   

  This customer has been notified that his window is expected to ship this week and arrive next week.

   

  We spoke with the customer yesterday and they know the product is scheduled to arrive next week.  Do you need any additional information to keep us in good standing?

   

  ****

   

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

  Director of Retail Operations

  Apex Energy Solutions

   

• Initial Complaint

  Date:05/15/2024

  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.

  On 12/20/2023 windows were installed at my home. That evening and the next day we reported 14 issues with the windows. To date, only 3 issues are fixed. After repeated requests for updates and a date to expect the items to be fixed, each time we are told it will be another couple of weeks. The last update request was the first week of May and we were told it would be another 3 weeks. In total we have been waiting 21 weeks for repairs. Some of the problems are a risk to safety. We are seeking immediate repairs for the following: *3 panel picture window has gunk on middle glass & locks are chipped *3 panel picture window - middle window pane is uneven in frame.*3 panel picture window screens are not flush / pulled too tight on frame *basement window screen is torn *missing screen from kitchen window *5 windows where the locks were ****** screwed in and are falling out of their holes. This is the safety issue we are concerned about. Windows are not locking properly because the latches no longer stay screwed into the window. We were told the fix to this issue is complete replacement of the sash.Pictures were sent to Apex. ****** from Apex has inspected the issues. ****** can confirm the problems. He also took photos and documented the problems. 90% of total bill was paid to date to Apex. Remaining 10% is to be paid upon completion of repairs as per our agreement. We simply want Apex to fix these issues correctly and timely. We are very concerned about the locks as they pose an immediate safety issue.

  

  Business Response

  Date: 06/12/2024

  We are so sorry about the delay.  Our team has been engaged with these customers throughout the process and they have been very combative towards team members during every phase of their project.  There have been several attempts to fix things such as the locks with regularly used methods in the field but were told not to do it that way by the customer and to order new sashes.   We accommodated this request once already and even reordered sashes a second time on April 29, however, it takes up to 10 weeks for the sashes to arrive, so they should be in any day.  Once the replacement sashes arrive, we can schedule the service for the items to be installed.  We have been to the customer's home many  times (listed below) and our team has been spoken to disrespectfully, whether it was a team member who visited their home to do work or spoke to the customers on the phone.  ********************* has screamed at our crews and used profanity in addressing our team.   It has gotten to the point that the crew who worked on their home refuses to go to their house because of treatment they have received while there.  This has never happened with any of our thousands of previous customers.  Additionally, after one of the leaders of the business,  ***********************,  was invited to the home to inspect some of the service issues by ********************, ********************* addressed ****** with the use of profanity (the **word)  and told him to leave.  ****** did nothing to elicit that response, was asked to be there and was there to help the customer and yet was still treated with that response from *********************.  

   

  Below are the documented dates that we have been to the customers home:

   

  The installers were there on the following dates:

  11/1/23

  11/30/23

  12/20/23

  2/28/24

  ******* - the service technician -  was out many times, specifically the dates below: 

  1/3/24

  2/2/24

  4/26/24

   

  We want nothing more than to make this customer happy and to finish the service items in question.  We are happy to reach out now to resolve any issues that need to be inspected, but we also will have the reordered (for the second time) sashes shortly if the customers would prefer us to wait until they arrive.  We would just ask that our team not be mistreated or abused as the project is completed. Please let me know if you need anything else from us. 

   

  Best,

   

  ****

   

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

  Director of Retail Operations

  Apex Energy Solutions

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

  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21715193
  
  I am rejecting this response because:
  Apexs response to deliver ordered sashes only partially addresses the previously listed issues. Furthermore, they are misconstruing & lying about fixes, their responding, & our interactions. 
  
  This is our record:
  8/12/2023 - Contract & down payment for window & door replacement for by or about 8 weeks from contract date. 
  8/15/2023 - Measurements taken for windows & doors. 
  11/1/2023 - Doors installed. 1 door ok. Other door was too small & trim was not per contract.
  11/2/2023 - Emailed & called Apex regarding the door issue.
  11/6/2023 - **** inspected the problem door. 
  11/30/2023 - ***** inspected the problem door. He removed trim & did not replace per contract or properly.
  In December, ************** yelled at my wife over the phone while she was trying to resolve the issue with the sliding glass door. Yelling they were not going to under any circumstances fix the sliding glass door because it would cost them too much money. My wife started to cry. ************** then agreed to her previous request to replace the door with appropriate size & correct trim.
  12/19/2023 - Addendum signed for new sliding glass door.
  12/20/2023 - Windows installed. 
  12/21/2023 - Apex was notified in writing via email & photos of window issues.
  1/2/2024 - ****** inspected reported issues. He fixed one chipped lock & attempted to repair the other locks. He said the locks would continue to become loose & new sashes were required to fully fix the problem. He was unable to replace or fix the broken screen, the missing kitchen screen, or the ill fitting picture window screens. ****** said he needed to order screens. He inspected the glue / gunk & misalignment of the picture window. He was unable to fix. ****** said the window with glue required replacement to fix. ****** said he would need to discuss the misalignment with his team regarding a resolution. 
  1/3/2024 - No visit from *****
  1/26/2024-  *********************** came to pick up payment. He pulled into our driveway all the way up to the carport. Blocking us from parking. ***** requested to see the window issues. I allowed him in thinking he had good intentions. My wife said he was unwelcome, gave him the check & requested he leave. He did not. ***** said he was hoping to talk & wanted to set expectations about the repairs. This confused us as we were told ****** was solely responsible for taking care of the issues. We requested ***** to put it in writing. Due to previous miscommunications & the yelling incident from ************** we had requested all communication from ***** to be in writing. ***** was behaving threateningly. He blocked the exit doorway with his body. He is significantly taller & bigger than my wife & I. ***** kept encroaching on our personal space; smirking & laughing. He was repeatedly requested to leave, refused to leave & continued talking until my scared wife yelled at him to leave. We informed Apex of *****s behavior & we no longer wanted to deal with ************************ No Apex visit.
  2/28/2024 - Apex installed a new sliding glass door. During this visit they brought sashes to fix the window issues.  They were the wrong color & size. We refused delivery. One of the supervisor installers again inspected the window issues. No repairs were done to our knowledge. ****** was notified. 
  4/26/2024 - No Apex visit.
  
  We have tried to resolve all issues in a calm manner. To look beyond the threatening behavior from Mr. ***** & ************** so we could just be done with Apex & move on from this business transaction. We have been extremely accommodating to all the problems. Allowing Apex to install well beyond the contract agreed date. To inspect when Apex requested & to fix as necessary. We have always had to call or email to get any update.
  
  All expected repairs are per ******* statements & recommendations. We refused only one request to try something regarding the locks in March 2024 from ****** & asked that he come back once he can fully address all the issues at 1 time. 
  
  This is the first time we heard of an April 29th order date. Since February we kept being told it would be only a couple of more weeks. Without any detail or reason. Why did Apex wait till April 29th, ********************************** February they knew they had the wrong windows? Where are the replacement screens? What is the solution to the misaligned picture window?
  
  We think Apex says we behaved badly so that others will overlook their inability to fulfill their contract responsibilities well, in a timely manner, & because they do not want to spend the money to fix their mistakes. We are extremely disturbed by the lies told in Apexs account. We just want working windows.
  
  Sincerely,
  *** And ***************************

• Initial Complaint

  Date:11/22/2022

  Type:Order 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.

  I signed a contract with Apex for 8 windows on 10/20/21 and paid $3767 deposit. I was told windows would be installed in February, but they were not, and were installed 8 months later on 7/18. The windows were smaller, and they were installed with the frames extending inside the house which made it impossible to install drywall flush with the existing walls. I am a single female and felt at an extreme disadvantage trying to "convince" Apex that the installation was incorrect. After multiple calls and complaints Apex came out and reinstalled the windows correctly. In addition, 4 of the 8 windows were defective, and they ordered replacement windows. 3 of the 4 replacement windows were installed on 11/14, as the 4th was visibly damaged off the truck. The 3 replacement windows had damage and were very difficult to open. The screens were also defective. The 5 windows that were not replaced on 11/14 already have significant defects in the finish with multiple visible paint chips. I requested a credit from the manager ****** in May for the window delay. He assured me that was reasonable, and to wait until the windows were delivered to settle. After the issues in insulation and four defective windows, I again requested a credit, and was told to wait again until the replacement windows were installed. He insisted on my signature on the financing agreement even though the job was not complete. I met w/ ****** and the manufacturing rep from Allside today. After much discussion they agreed to reorder the 3 windows that were installed on 11/14, and said they would only give me a credit to have the windows with chipped finish painted. He seemed to forget the multiple promises starting in May to provide a credit on the job due to the manufacturing delays, as well as the issues with installation, and acted as if he was being ****** generous in offering to reorder the defective windows a third time. After I threatened to file a complaint w/ the BBB he offered only $1000 credit.

  

  Business Response

  Date: 11/28/2022

  We are disappointed that this customer is not happy with their experience with Apex. Although there have been delays and other issue at the manufacturing level, we feel that we have done everything in our power  to accommodate the customer and to make this situation right. 
  
  
  There are three main issues to address
  
  
  The first issue is the manufacturing delay and product arriving broken (a.k.a. Manufacturing issues). We understand the frustrations behind material delays. In fact, we are probably just as frustrated as the customer in this case. Whenever custom made-to-order products are being produced and shipped across the country there is always chance for issues to arise that are outside of Apexs control. We have to understand that custom-made glass products were being manufactured and shipped during the largest supply chain crisis in history. Of course we were disappointed by the delays, but we understood why they were happening. This is why our salespeople are trained to not give out specific ETAs and why Section B of the customers contract with us mentions that Apex assumes no responsibility for time and material delays. Additionally, we communicated with this customer almost weekly about what we were seeing in manufacturing to properly set the right expectations. We can never promise that glass products being shipped across the country will always arrive on time and in perfect condition. However, we do our best to stay in communication, and we re-order whatever is necessary. 
  
  
  Second, there are claims surrounding the installation of the windows that should be addressed. It is important to understand that this customer had many windows where the sizes were larger than many manufacturers can produce a window. It was agreed upon by both Apex and the customer that we would order windows smaller than the original openings on the house. Apex would be responsible for building in the openings but the customer would have a separate contractor finish the interior trim around the windows. The installation was done properly from a structural perspective, but not to the aesthetic liking of the customer. We did not understand how she planned to trim the windows out on the interior and were not made aware of this until after we were done with the original installation. After we were notified of this issue we agreed to re-install the windows a second time, at no charge to her.   
  
  
  The last issue to address is the scratching of the windows. We have photo evidence that the windows were not scratched on the day of our installation. Therefore, sometime between our installation day and today, the windows were scratched by someone else other than Apex installers. We also know that this customer had a separate contractor re-trim the exterior of all windows in a different material. In other words, a separate contractor pulled all of the exterior trim (that had been installed by Apex) off of the windows. After this work was completed, the customer then let us know about some scratches and wanted us to order all new windows. It seems likely that the other contractor damaged the windows. Even though this is clearly not the fault of Apex, we have offered to have the windows painted for free. The customer does not think this offer is satisfactory.
  
  
  In summary, we agree that there were some manufacturing issues. The supply chain crisis caused some problems that were outside of our control.  We stayed in communication with the customer and have reordered windows. We also agree that we had to re-install her windows. Its just important understand that the windows were not installed improperly. They were simply installed in a way where this customer couldnt do the specific trim style that they were wanting to do. This all occurred  because that trim style was not communicated to us. When it was communicated we re-installed the windows for free. As for the scratching of the windows, we have proof that we did not cause this problem. However, we are still willing to have the windows painted for free. We have also offered to pay the customer $1000 for the delays she experienced. In return, this customer has requested that we pay her $6000 in exchange for her not writing a negative review about us. We feel that is unreasonable and unethical. We are disappointed that this customer decided to write a negative review with the hopes of us paying her thousands of dollars.  Pictures and correspondence to support our response can be provided upon request.

  Customer Answer

  Date: 12/04/2022

  I would like to respond to the points made in Apexs response. 
  Manufacturing Delay/ Damaged Windows.
  Apexs  claim that they communicated with me almost weekly to set the proper expectations is a complete fabrication. After I signed paperwork, I had a few more texts with the salesman ******************* about completing financing paperwork. A text from **** on 12/21/21 stated that the windows had been ordered. After 12/21/21 I did not have any further communication with **** until 4/18/22 4 months later.    The timeline on communication is as follows: 
  
  10/20/21 signed contract with Apex
  11/12/21 paid $3767 which was almost 40% of the contract total of $9880.00.The windows were scheduled to be in February, or at the very latest early March 22.
  4/18/22 Called ******************* (salesman) to get an update and spoke briefly. He said he would get back to me. 
  4/22/22 **** emailed me and said I could expect a call to schedule by the end of the month.
  5/16/22 Called **** and left a message.
  5/17/22 Called **** and spoke briefly. He said he would get back to me. 
  5/20/22 **** emailed me and said that I could expect the windows in 1-2 weeks. 
  5/20/22 Called **** and asked for a managers phone number. He gave me the number for ****** (manager). 
  5/20/22 Called ****** and spoke briefly. He said he would get back to me. 
  5/26/22 Called ****** twice and left messages both times. 
  5/26/22 ****** returned my call but did not give me any new information. Said he would get back to me.
  5/2722 Texted ******. He responded and said windows would be loaded from the manufacturer the following week and sent to *******. 
  6/3/22 Texted ****** in the early morning. I did not hear back, and tried calling him in the afternoon. His voice mailbox was full, so I texted him again. He then texted back and said that the windows were scheduled to ship that day. 
  6/6/22 ****** texted and said the windows appeared to have shipped. 
  6/13/22 I called ****** and left a message.
  6/15/22 I called ****** and spoke briefly. He called me back and said the windows were in and gave me ******'s (scheduler's) number. He said she would be calling me . 
  6/20/22 Called ****** the scheduler and left a message. 
  6/21/22 Called ****** and scheduled the windows for 7/18. They were unable to install windows until the following week. I was working at a camp all day the following week, then leaving that weekend for a family vacation, and then the following week was scheduled for eye surgery. I had told ****** that I was concerned about scheduling in prior conversations, as I knew that I would be unavailable for 3 weeks. However, as shown by this timeline they were not concerned. All communication with Apex was initiated by myself, and often I had to call or text multiple times to get a response. 
   I am attaching scans of my call log history from my ******** cell phone bill, emails, and texts between Apex and myself, with any phone calls between myself and Apex circled on the call log. 
  ********************* number (salesman) : **************
  ******* number (manager): **************
  Angelas number (scheduler at Apex): ************
  
  I would also like to comment on the window damage. I ordered 8 windows, and paid almost 40% down for these windows on 11/13/22. The windows were not installed until 7/18/22. This is a delay of 8 months. Of the 8 windows ordered, 4 were damaged. The second set of replacement windows were installed on 11/14, another 4 months later, and a year later than my original payment. The 4 windows were still defective. One had visible dirt inside the factory sealed glass, and the three sliders did not operate correctly. There was also damage to the slider screens. I am fully aware and understanding about manufacturing delays, especially during covid. What I am not understanding about is a lack of communication about the delays, and the inferior product being delivered to my house. I am currently paying off the remaining balance when I dont have half of the windows ordered over one year ago. A huge part of Apex's argument is that their willingness to reorder damaged windows negates the issues with production time. However, I dont consider that above and beyond service. If I have ordered and paid a significant amount towards windows that were damaged and/or defective the day they were delivered, before installation, of course I should get replacement windows!!!! And now I am waiting for another 3-4 months for a 3rd set of replacement windows. This is above and beyond acceptable. 
  Window Installation.
  I was fully aware that the windows ordered were smaller than the original openings, and **** assured me that Apex would make the outside of the house weather tight. ** would not look attractive, but it would keep out the elements. This was a concern for me since at the time I believed the windows would be installed in February. I also talked to the siding contractor about patching the drywall around the windows and painting in the interior of the house when I signed a contract with them on 11/29/21. 
  The Apex window installation began on 7/18/22. The siding was slated to begin on 7/19, and Apex had reassured me that the installation would only take one day, even though I reminded both ****** and ****** in conversations that this was not a typical window job, and that they would be sealing the extra space around the windows from the outside. The crew showed up around 11 AM. They stayed until late in the evening and did not finish, and told me they were scheduled elsewhere for the rest of the week. They finally promised to return the following day to complete the job.
  The salesman and owner of M and M siding came out to check the window installation on 7/19.  They took one look at the inside of the house and said they would no longer be able to do the interior drywall work. I pressed them for an explanation, and finally they told me that Apex had installed the windows and additional wood framework flush with the existing drywall walls, and that it should be recessed by 3/8 to accommodate the width of the drywall. I begged the siding owner to talk to the construction crew, as his native language was Portuguese and the Apex window installation crew only spoke Portuguese. He didnt want to get involved, but finally agreed, and told them the issue. The one member of the crew that spoke English (*******) confirmed that the crew understood, and the issue was being corrected. As I mentioned earlier, I had eye surgery the previous Monday, and still had somewhat blurry vision, and in addition have little to no knowledge of construction, and so I took him at his word and assumed the problem had been corrected. 
  I had someone come to give me an estimate on finishing the interior drywall the following Monday. He was flabbergasted at what he saw, and re-explained the issue to me.  Drywall could not be installed with the windows and studs as is. The windows and framework had to be removed, and reinstalled at the correct depth to leave room for drywall.  ************* had lied to me when they assured me the problem had been corrected, and had left the scene of the crime. I had to call ******, and then set up a meeting with him and the head of installation and convince them to redo the windows. Again, Apex is presenting this as bending over backwards to help me with my aesthetic issues when it is a standard expectation that the interior wall of someones home would be covered in drywall. I am attaching  photos from the first installation.
  Scratches on Windows.
  
  Apex talked me into using aluminum coil trim. During the window installation, I kept asking ******* (the only one who spoke Engilsh) if they should wait to install the coil until after the siding had been installed. He said no. The coil was wrapped around varying sizes of trim, and was not consistent. The coil was flimsy, not attached to the trim properly, and had multiple dings in it. When the siding contractors came out I told them that I did not like it, and wanted ****** trim instead. They were reluctant to remove it, but agreed after the owner called ****** and confirmed that removing the coil would not void the window warranty. I had to pay over $1500 to M and M to make the change. I have attached photos of the damaged coil trim. 
  During the second attempt at installing the 4 windows in November 2022 I noticed several places on the windows where the finish paint had chipped off the exterior finish of the Apex windows, and took photos to show ******. He and the window manufacturing rep came to my house to address my concerns after the second faulty installation on 11/22. Both agreed that they did not think there was a flaw in the finish, and believed that it was due to the siding contractors removing the aluminum clad coil trim around the windows. 
   I dont think that the siding contractors dinged the windows hard enough to chip paint in at least 20 different areas when removing the aluminum coil, and they were told to be extremely careful by their boss.  In comparison, I have two Pella sliding glass doors on the back of my house with the same architectural bronze finish that were installed as part of a kitchen remodel ******************************* perfect condition, and I have attached photos of these two 12 year old doors. When I spoke to ****** and the manufacturing rep, and asked for either new windows or to have the windows painted ****** scoffed, and waved at the windows, saying it would cost $100 to paint the windows and it was not a big deal. Now he has said that he believes it would cost $600, and I cant receive that as a credit, but can only have painters approved by Apex paint the windows. 
  Way back in May, when I first spoke to ******, I asked about a discount for the windows due to the long wait time. He said no problem, and that it would come from the manufacturer. I also asked him about it in June, and then again in July. He again said that it would come through the manufacturer, and that it would be best for me to wait until the job was complete to get the maximum discount. He asked me if I was ok with the installation, and I said that I appreciated them coming back and redoing the windows. At this time I was trying very hard to be understanding and accommodating. The day of the first installation I was asked by ******* to fill out a survey about the installation. This was before I knew that the windows installation in relation to the drywall had not been fixed. The survey was on his phone, and in addition he stood no more than one foot away from me while I filled it out, so I felt pressured to give a positive review. 
  When the four replacement windows were all again defective/damaged in November, I called ****** and said I wanted to talk about compensation now, and I did not want to be put off any longer. He told me that he was my advocate, and to find every single flaw in the windows and send photos that he could forward to the manufacturing rep. ** was at this time that I noticed the paint chips all over the windows. HIs final offer to me was this: $800. The manufacturer, who he said all along would be the one to give me a credit, was kicking in $500. Apex was giving me $300 and a free window paint job. This is an 8% discount on an order from 10/20/21 that is still half completed 13 months later, with no date for the third set of replacement windows to be installed. 
  Apex said that they thought my request of $6000 or that I would write a negative review on Next Door was unreasonable and unethical. When I first spoke with *******************, he said he could give me special promotional pricing but that I needed to write a positive review immediately for Next Door. At the time, I was happy to do it, and raved about the windows. This review was written based on what I had been promised, and not what was delivered. Apexs business model operates on this fallacy. Writing this rebuttal has made me realize that what was unethical was agreeing to not write an updated review if Apex gave me a credit, and I will update my review on Next Door immediately to let others know the truth of my bad experience with Apex.
  When I first met with ****, I was going through a very bad divorce. I have three kids and am a teacher, and had a very small budget to work with on making much needed repairs to the exterior of my house .When I got the pricing from ****, I spontaneously hugged him, and told him that he had made it possible to replace the windows. I said This is almost too good to be true! I now know that unfortunately, that was correct. You do get what you pay for.
  I would like Apex to pay me $5794.60, which is the remainder of the balance owed. I also need the 4 defective windows to be replaced as soon as possible. I do not want the windows painted by Apex, and will handle this issue myself after the 4 remaining defective windows are replaced. 
  If this cant be resolved,  I would like to go through the BBB arbitration process, and look forward to presenting my side of the disagreement to a neutral third party. 
  I am having issues submitting this response, and am not adding the additional photos cited in hopes that the complaint will be electronically accepted. Please contact me for the additional photos. 

  

  Business Response

  Date: 12/20/2022

  We have been in business since 2013 in the Atlanta area and have received overwhelmingly positive reviews from customers over multiple platforms because we care so much about our customers and their experience with us.  We have not had a situation where we have not been able to resolve the issue with a customer in that amount of time.  In this specific situation, we have gone back and forth with the customer and have gone beyond our policies and our contractual responsibility to try and bridge the gap.  However, it is clear that there isn't a rational conclusion to be had.  Any conversation based around product delay is completely irrelevant because both parties agreed in section "B" of our contract that Apex "assume(s) no responsibility for time and material delays, strikes, Acts of God, manufacturing delays, or any other delay in circumstances beyond their control."  Despite this language being agreed to, we have offered a discount to the customer.  Furthermore, we have offered to pay for damage to the paint on customers windows that the customer agreed was not there after we finished our initial install (and is supported by pictorial evidence), but is now damaged after she had a different contractor rip off the ** coil we installed directly around her windows.  We have exhausted the options we are able to offer the customer and consider this matter closed.  Our offer stands if the customer wishes to go that route and we will continue to honor the warranty the customer has for her windows.  Furthermore, we have worked diligently to cultivate a glowing reputation in the community and will defend that reputation to the fullest extent.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18450983
  
  I am rejecting this response because Apex has not offered any additional method of working the out this dispute since the day before I filed the original complaint. There is no new information in their response. For additional details on where I stand please read my two previous responses.  I welcome mediation and/or arbitration through BBB. If that is not an option for Apex I will file a case with small claims court. 
  
  Sincerely,
  
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