ComplaintsforAPEX Window Werks

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had two full Window replacement in two bedrooms. They are sliders windows. The problem was not discovered until this summer when we had to have the windows open. The problem is that when you slide the window shut the other window comes along with it. We have talked to the company and they say nothing can be done. We had slider windows before and they didn't have this problem.

  

  Business response

  09/22/2023

  Customer complained and ******************** was inspected. There was no defect found. The window sash might catch up when it closed too hard. Inspector explained it to the customer and there were no further complains at the time.

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Apex replaced every window in my home due to failed glass seals on 5 April. The initial interface could not have been easier; they measured quickly and replaced them in an quick and efficient manner. The first time it rained one of the panes in one of the windows leaked rather badly. I called to have someone come out to repair it but they would not do anything unless I had a photograph of the window actually leaking. This leaves me with either waiting until it rains again and taking a photo then or hiring someone else to come fix it.From the invoice, the warranty on workmanship is unconditional for the first 15 days."I will inspect and communicate any imperfections within 15 days and will not raise any claims after this period"The "warranty" on this work is not worth the paper it is printed on. I would like to have my window repaired or be reimbursed the fair market value of hiring someone else do the repair as well as the residual value of the warranty.

  

  Business response

  04/19/2023

  The complaint was resolved the next day we were contacted and all windows were inspected and issues were resolved as we always strive for the best customer service and stand behind our quality work. 

  Customer response

  04/20/2023

   
  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.

  Had Apex not refused to repair without photographic proof this would not have been an issue.  Apex did not offer to correct until I had posted critical reviews and a complaint with BBB.
  
  Sincerely,
  
  ***************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Apex to fix a 47X20 Window. Their representative came out and looked at the cracked window and gave me a quote of $458. A week later Apex workmen came to the house took my window to their truck and came back with a window that was not cracked and fixed the hinge. The ******* said it was a temporary job since the window now needed new wood. another $475.00. Why was I not told this at the initial quote or told this was a possibility. I may not have fixed this window. Would have bought new windows altogether. paid upfront $125 still owe $323 would like all the work to be finished or agree on a fair price since I was not told I would get a partial repair until the ******* came back after they completed half the job.Apex window Werks *** Corp. ********************************************************************************************* *************** License#*******

  

  Business response

  08/19/2022

  The estimate clearly stated that the mechanism and a glass have to be replaced and customer received the quote for those 2 items . Customer had a wooden frame ******************** that didn't appear rotten at the time of the estimate under the paint. I have to explain, and it states in our disclaimer, the estimate is done visually and we cannot take window apart to see if there is more damage inside of the window until customer accepts the estimates. At the time of the repair, glass replacement when the glass was taken out of the frame technician saw the rote damage to the frame. It was communicated to the customer. It is additional job. It's like they quote you for tires change of your car and then tell you breaks have to be changed as well. The price will not include break change. Please understand. The customer has not paid for initial completed job of mechanism and glass replacement.

  Customer response

  08/22/2022

   
  Complaint: 17739557
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  There was a level of deception because I was informed after the work was completed that they only did a temporary repair.  The wood on the frame also had to be replaced according to the *******, another $475.  The ******* never bothered to show me the bad wood that needed replacement.  I hired Apex to fix my window and it is still broken.  I am not a professional but I know I should have been told the extent of the repair necessary to fix a 45X20 window, almost $1000.00.  I may have opted to pay a little more for a new window and not repaired the old window.  

   

   

  

  Business response

  08/23/2022

  As we explained above, customer's estimate clearly stated what is going to be done. Let me reiterate that customer only paid deposit of $125 and still owes us $317. The glass installation in coast of $323 was completed. The mechanism installation ( hinges) in amount of $125.00 was completed. What wasn't completed was payment in full for the job that customer agreed for. Additional job coasts additional amount. If customer would like to add additional project we can give a discount. 

  Customer response

  08/25/2022

   
  Complaint: 17739557
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called in early December to have a technician look at my front picture window as it was fogging up between the double panes. This window was originally installed by Apex and then three years ago replaced by them under warranty due to another issue w window. At that time when they replaced, they removed a glazing piece as they had bent it and promised to replace but never did despite multiple calls/emails. When tech came out this time to evaluate window he asked about the missing piece and I told him the story. He agreed there was issue w window and that they would also replace glazing piece. Appointment was set for following week but was called to reschedule after the appointment window was over as they were very busy. I called following week to reschedule and was set for January 19. When gentlemen came I mentioned the glaze piece- they at first seemed to not know anything about it. Finally they started to replace but never replaced the window. When I asked them about it they said they would talk to their boss and someone would call me. I called Apex on January 21st and explained to gentleman my issue. He put me on hold multiple times and said they couldnt reach technician but would call me by noon. Never did. I called on Monday January 24th and spoke to woman who could not understand why window was not replaced as they was tickets for both glazing piece and window and that techs had the glass on the truck. Would call me back w resolution- never did. I called today and now they are telling me that techs determined that there was nothing wrong w the window and maybe I need to turn my heat down-or decrease the humidity when even on their own website it describes fog between glass as break in the argon seal and is window failure. I just want the window to be replaced under the warranty that was issued.

  

  Business response

  02/07/2022

  The customer was contacted and everything was clarified. We scheduled customer for the follow up appointment in March and will install the glass once weather permitting. It was a break in communication and we'll take care of the customer ASAP. 

*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. ↩