ComplaintsforApex Exteriors, Inc.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired APEX Ext back in July to complete work on the siding of my house along with install sliding doors and windows. They covered up water damage, left work unfinished, made false claims and accusations. They tried to blame me for damage their workers created until I showed them a picture of how it used to look. Now they are refusing to fix more damage I found from their workers. I talked to their president on the phone about an agreed upon amount to be paid, and now hes claiming I didnt pay in full. They wont send me warranties or receipts and I have given them over 30k.

  

  Business response

  04/11/2024

  To whom this may concern,
  We have key points to address *************** concerns and hopefully resolve the issues.
  1. The water damage we believe ************** points out is the rim joist in one section of the house that was water damaged, likely due to the placement of a deck on a concrete patio adjacent to it. This caused water damage to the rim board. While it was a busy work crew oversight, it was ultimately replaced at the owners behest. After completed, the homeowner refused to pay for the work completed, which was extensive, as removing a floor rim board is not an easy task.
  2.************** believes the work contracted is unfinished. This is not accurate. We have not only completed all the contracted work, we have addressed additional items that were not part of the scope of work, including repairs to items done by a previous contractor, for which ************** has also refused to pay. ************** fired the previous contractor, a roofing contractor. Many issues were caused by poor workmanship done by this previous roofing contractor, including forgotten ice and water shield and step flashing in critical areas nearby our siding work.
  3. An example of damage we were blamed for, but had nothing to do with, was a hanging piece of metal fascia that ************** brought to our attention. Even though we had nothing to do with it, we repaired it free of charge. There are a few other items weve been accused of damaging that we did not damage, including small dents in fascia that we couldnt possibly have done due to its location, but it was also replaced. Again, ************** refused to pay for it.
  4. I spoke extensively with ************** addressing his complaints over the course of time. When the discussion about final payment came up, we agreed upon a final payment of $19,500 (which would be in addition to the $13,400 initial deposit in June) via phone conversation; well short of the original contract amount of $35,375. In the end, he only sent us a final payment of $19,000. So he hasnt paid us the agreed upon final payment in full. Of course, this doesnt count all of the extra work completed that he has refused to pay for, including, but not limited to, a written change order of $2,200 for the replaced rim board work.
  We have tried to cooperate with ************** to retain ******* and a happy customer. In one of our latest interactions, we sent one of our experienced managers and some crew members to his home to address final issues, but the meeting was abruptly ended when ************** became hostile and called our manager an a****** At that time our manager thought it prudent to leave the premises.
  We believe we have performed above and beyond reasonable expectations to address every one of **************** concerns, however he continues to be uncooperative and belligerent towards my employees and me. He also has not lived up to his payment obligations, even when I reduced them with his agreement. Our 4.8 star ****** review average from 140 customers and their glowing comments, speak to our tremendous dedication to our customers and their homes.We have always strived for exceptional performance in everything we do.However, **************** lack of cooperation, belligerence, and disagreeable attitude have created an atmosphere of animosity; and he has proven he will try to damage anyone at Apex Exteriors that interacts with him. Furthermore, due to his latest hostile interactions with my team, I am reluctant to continue the relationship. We hope you see fit to retain our high rating within the Better Business Bureau. Thank you.
  *******************.

  Customer response

  04/18/2024

   
  Complaint: 21504431
  
  I am rejecting this response because:
  

  The response by ***, their president, further exemplifies the state of APEX and their lack of professionalism. I attached detail explanations and pictures of issues I had throughout the project including false claims *** made in his message. 

  1. The damage was clearly intentionally covered up, and ***'s excuse of "busy work crew oversight" is very concerning. It's a structural issue that was neglected, which could've led to very dangerous situations. This "oversight" turned into an "extensive" project that led to a $2200 EWO; this doesn't make sense. I never got a legitimate explanation of the charges. 

  2. As shown in the detailed attachment, there are still issues unfinished and wrongly installed in the project including, but not limited to, used and damaged materials. Also, claims that they fixed errors made by a previous contractor is just erroneous. The accusations stated her of my firing and underpayment of my previous contractor is a blatant lie. I have attached a letter from my previous contractor. I never fired him and I absolutely paid him in full. 

  3. At no point did they ever fix anything "free" of charge. They made dents in the fascia that I proved to their project manager, ****, was caused by them. They came out and fixed it. Now *** is claiming they didn't make the dents. I don't understand.

  4. We did speak extensively about the final payment as the project has been done so poorly. We agreed upon a final payment of $19,000. I even texted ******, another project manager assigned to the finances, clarification of the payment and address of their business, so I could send the check. He responded with "yes." If they believed there was a discrepancy of payment, I should've been told then. Eighteen days after they cleared my final check, I contacted ****** and the company because there is damage on the side of the house where I am now getting water entering a bedroom. This was never there before.When I contacted them, they refused assistance and stated, "You also didn't pay your bill in full so you voided your warranty so we will not help you any further." This was the VERY first time I had heard about any underpayment. Once again, if there was a discrepancy of payment, that should've been discussed but there was absolutely no communication. 

  I would've never called someone using that language and they continue to attempt to slander my character and credibility, but as you can see by the proof and documentation, they have been the issue. 

  It has been an awful experience working with APEX. Their lack of accountability, dishonesty, inconsistent communication, and poor craftsmanship make this a company I would STRONGLY recommend avoiding at all costs. 
  Sincerely,
  
  *********************

  

  Business response

  05/03/2024

  In response to the latest comments:

  All items to repair or modify have been addressed and completed. There are no more outstanding issues. However, per my conversation with **************, we had agreed to a final payment of $19,500 after much negotiation, in order to finalize and close out the project. ************** said he would mail us a check for that amount. Upon receipt of the check multiple weeks later, I noticed that it was in the amount of only $19,000. In behavior consistent with his previous interactions, he continued to show he was unable to honor even this final agreement. All perceived issues that ************** continues to bring up pertain to the roof installation completed by another company. Those issues have to do with missing step flashing and ice & water shield; both necessary components to a proper roofing installation. Apex Exteriors, Inc. had nothing to do with said roof installation. We'll consider this our final communication to this matter. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm writing to voice my displeasure with APEX Exteriors. They arrived for a meeting to discuss outside work on August 1, 2023. I was promised a quote within a week, but I haven't got one. A quote was promised in follow-up emails I sent on August 21 and August 25, 2023, but a month later I still haven't received one.I demand ****************** as a consumer. I was let down by APEX Exteriors, which is bad for their reputation. I need your assistance in getting this issue resolved, either with the quoted price or a justification.

  

  Business response

  09/01/2023

  Hello *******,

  I apologize for the long delay in receiving a proposal for ************. We pride ourselves on having exemplary customer service and this is unacceptable. Your notification is greatly appreciated. May I help you with your issue directly as the Director of Sales here at Apex Exteriors? Please call me at ************ or email me at ******************** to discuss a quick resolution to this issue.

  I'm looking forward to hearing back from you at your nearest convenience.

  Kindest Regards,

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

  Director of Sales

  Apex Exteriors, Inc.

  

  Business response

  09/05/2023

  I have responded to *************************** and he has replied to us (see below). We will be reviewing the proposal today or tomorrow and will promptly forward it to *****************

  Sounds good, *******. I appreciate your patience with the situation. Please let me know your thoughts on the proposal after your review. 
  Dont hesitate to reach out if you need anything else, as well.
  
  Kindest Regards,
  ***********************
  Director of Sales & Marketing
  Apex Exteriors 
  Phone: ************ 
  Mobile: ************
  Email: *******************
  
  www.apexext.com
  
  Elevated Exteriors.
  Peak Performance.
  
  
  
  On Sep 2, 2023, at 8:38 AM, *************************** <********************> wrote:
  
  Hi *****,
  Thank you for your prompt follow-up and acknowledgment of the delays in processing our proposal for our home. I appreciate your understanding of my frustration and the effort to rectify the situation.
  I received *****'s call yesterday to offer his apologies; it is certainly appreciated. Regarding the choice of whether to continue working with ***** or explore other options with your exterior consultants; lets first start with the quote and then I we can go from there. 
  
  Kindly,
  *******
  
  On Friday, September 1, 2023 at 03:28:49 PM CDT, *********************** <*******************> wrote:
  
  
  Hello *******,
  I sent a response to your complaint through the BBB site, but Im also following up through your direct email. I apologize for the delays on your proposal for your home. As I said in the original response, it is unacceptable. I understand your frustration. Please reach to me at your convenience to discuss how you would like to move forward. I have asked ***** to contact you to also apologize for the delays.
  Also, would you like to continue to work with ***** for your proposal, or would you prefer to work with another one of my exterior consultants? Please let me know your thoughts on that. Were happy to work with you with your preference.
  Im looking forward to hearing from you.
  Kindest Regards,
  
  <image001.png> ***********************
  Director of Sales & Marketing
  
  Phone: ************ 
  Mobile: ************
  Email: *******************
  
  www.apexext.com
  
  Elevated Exteriors.
  Peak Performance.

  Customer response

  09/08/2023

   
  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.
  
  Sincerely,
  
  ***************************

*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. ↩