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:03/05/2024

  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.

  **** claims to sell ultra-efficient windows. The Insignia brochure has an example of outside temperature 26F, inside 72, the glass will be 67. They provide information about tax credits, claiming to be an Energy Star partner. They claim their windows meet the current (Oct 2023) Energy Star requirements. However, **** is not listed on ****************************** as an Energy Star partner, and their windows are not Energy Star compliant. At a 40 outside temperature, my windows are colder than my double pane sliding door from 2020, and on a 66 sunny day, much warmer. My house became unbearably hot, reaching nearly 78 in the upstairs back bedroom with sun, vs 68.9 in the upstairs front bedroom with blankets covering the windows and no sun.The windows are tinted green. **** claims this is the gas used for energy efficiency. However, the windows in the brochure are not green, and the efficiency is non-existent. The windows were installed incorrectly. The company said they would fix these minor issues but have not. My windows are performing poorly and I can hear outside noise louder than I could with my old windows. I received nothing showing brand or energy rating. I spoke with ******* on 2/29 and met with ****** 3/1. He took pictures of gaps in multiple windows and indicated hed send ***** out to fix the sashes. He has not. I texted updates on the poor performance of the windows on 3/2 and 3/3. I emailed **** ******, sr *** on 3/4. He responded, Much of what you have included below is not consistent with the performance we would expect from our windows or the feedback we would expect from an Apex customer. He offered no resolution. I responded but have received no additional communication from anyone. It is apparent that **** is fraudulently advertising Energy Star compliant, ultra-efficient triple-pane windows as an Energy Star partner. I am requesting a full refund from Apex Energy Solutions so that I can replace them with efficient, correctly installed windows.

  Customer Answer

  Date: 03/13/2024

  On a 37 degree day my window reached 105 degrees. My sliding door was 75. This is not energy efficient. When the sun went down, it got cold again and I had to have the heat on due to the drafts around all of my poorly measured and installed windows. 

  Customer Answer

  Date: 03/14/2024

  After a rain there is water standing inside my window. Because the company refuses to come out and fix the poor installation and provide the windows advertised as meeting current Energy Star requirements, I need an immediate refund so I can order proper windows. 

  Customer Answer

  Date: 03/18/2024

  I received a call from **** today who said their parent company is an EnergyStar partner. He emailed me pdfs of windows showing their data. The pdfs, however, did not say the name of the window I purchased (Insignia), and I cannot see the manufacturer or serial number on my windows so I can't tell if these are the same windows. I still have had no one come out to fix my windows or offer any kind of refund for the shoddy work they did on these inferior windows. Someone did, however, trespass on my property and steal my sign.

  

  Business Response

  Date: 03/20/2024

  Hi *****, I understand you have talked to **** ******, our Senior Vice President since our last conversation. He has provided you with your necessary tax credit and Energy Star information to show you we not only meet Energy Star guidelines, but exceed them into Energy Stars most efficient category. I understand our Senior Partner covered a lot when he was out. During part of that conversation he had gone over our windows would have been listed our parent company Great Day Improvements. There were no other requests for manufacturing or tax credit information to our Senior Partner or myself. Had you asked, we would have gladly provided them. 

   

  You are on the schedule to meet with our service tech. We are confident he will be able to resolve any outstanding issues. 

   

  Thank you, 

   

  ****** *****

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  The pdf I was provided was not for my windows. I was then given general information about Insignia windows. I still have not received anything showing my serial numbers. The ** of Apex said, "No documentation is needed for purposes of filing for the tax credit" which is false according to *******. There is a form to complete and anything filed with taxes must be documented and traceable in case of audit. 

  ***** came out and made small adjustments to every window. He found one broken sash that is still broken. I still have water coming in my kitchen slider. No one has followed up since ***** came out. I am still hearing outside noise as if my windows weren't even closed. I still feel drafts. I still don't have my screens repaired. The company has done nothing to actually provide repairs for my poorly measured, poorly manufactured, poorly installed windows. I have sent 2 follow up emails to **** and ****** and neither has responded. I request a full refund. 

  Regards,
  
  ******* ******

  
  

  

  Business Response

  Date: 04/24/2024

  Hi *******, 

  Thank you for reaching out to me. Since the last response this project has been escalated above me to our Senior Vice President of ********************* **** ******. He has facilitated conversations with our head engineer, *** ******, with ***** and has been in constant communication with her over the last few weeks. 
  

  What I can confirm is we have sent our service tech out to service all of her windows. There were some adjustment that had to be made and weather pads that were added. We did find one sash with a slight crack that is already on order. When we come back to replace the sash we will also be rescreening a few screens per Kathys request. Other than the new sash and rescreening of a few screens, all of Kathys windows are in perfect working order. 
  

  Regarding her claim on the water coming in her kitchen slider, this is a false claim. The slider track is a surface where water can land but the way the slope is designed it can withstand up to 8 of rain flow per hour which is equivalent to hurricane rains. *****, our service tech poured multiple glasses of water on the track to show ***** the water was routing away fine and there was no issue with water infiltration. 
  

  We have provided her information for her specific windows regarding the order and NFRC labels for her specific windows. **** even created a serial number key for ***** to help per identify the associated serial numbers on her sash labels. 
  

  **** also helped with the clarification of the tax credit. He told her it is not that no documentation is needed. He was referring to the windows NFRC number, CPD numbers, or serial numbers that were not needed. The only documentation needed for the *** is a copy of the window contract along with the required tax form to let the *** know she has completed an energy efficient window update. He provided the link to the tax form and she has a copy of the contract. 

  Thank you, 

  ****** *****
  

  Executive Senior Partner

  Apex Energy Solutions 

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  **** called me 10 days ago and said he wanted to come out and take a look at the windows and do some thermal imaging. He said he'd come out within the next 7 days. It's been 10 days and I've heard nothing from anyone at Apex or Good Day Improvements. More promises that turned out to be lies.

  The weatherstripping was 2 tiny squares in each window. It resolved nothing. The sash is still broken. The screens have not been fixed or replaced. One other window sticks. I can still hear outside noise just as clearly as when the windows are open, worse than my original windows. I've been living this nightmare for 2 months and no real solutions have been provided. This company spends more effort in quashing any negative comments than providing the quality products and "master" installation they promise. 

  I have requested remeasure, remanufacture, and reinstall. The company has refused to do so and has done nothing in 2 months to actually solve my issues. I request a full refund. 

  Regards,
  
  ******* ******

  
  

  

  Business Response

  Date: 05/02/2024

  Ms. ****** sash has arrived and we are scheduled to go out to her home Monday 5/6 to service the broken sash, rescreen the two screens, and make adjustments to the window she mentioned in the last post. Ms. ****** confirmed the punch list with ***** and then hung up. ***** has already inspected every window, made adjustments where necessary, and has confirmed all of the windows are functioning properly with the exception of the windows needing service mentioned above. To say we care more about squashing negative reviews instead of resolving Ms. ****** issue is not the case at all. We have over ****** 5 star reviews of homeowners weve worked with across the country since ****************************************************************** 1998. As **** mentioned it is our intention to resolve all of her concerns but in order to do so the false claims must stop. *****, our Installation Manager, will be on site with ***** for the service Monday. We will have multiple professionals in the industry on site to confirm that all of these windows are functioning properly. Furthermore, we will be pulling off a wrap and showing Ms. ****** that the windows have been properly foam insulated and are air tight to the jambs per **** (************************************************) standards. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The installers came out on May 6 to replace the broken sash and look at the other windows. They replaced a couple screens and said everything looks good. The window with the replaced sash still sticks and I can barely get it open. It was the same installers who messed up the installation in the first place. ***** came out and said everything is good from an installation point. He showed me a foam board on the back of one of the windows. I thought it was supposed to be a foam spray to fill in all the air gaps. He said he'd have **** or ****** contact me. They haven't. **** had said last month he wanted to come out himself and look at my windows and do some thermal imaging. He didn't. My air conditioner has been running more than similar weather days last year. My house is very humid, which I read can be from window leaks letting in the humid air. I can hear outside noise as if my windows are open, worse than with my old windows. ***** confirmed that in all his years in the industry he has only ever heard that the outside noise is greatly reduced. So clearly there is still something wrong. Is it the windows themselves? Has **** started manufacturing or using low quality windows while advertising the old high quality windows? I request a full refund. 
  
  Regards,
  
  ******* ******

  
  

  

  Business Response

  Date: 06/10/2024

  Since the last message **** ****** and I went out to Kathys home with a thermal imaging camera and sound gauge to compare the performance of her new Insignia windows to her replaced double pane door and her original double pane windows that were not replaced. When we first arrived to Kathys home, she had the blinds and curtains covering the windows, trapping more heat around the windows. I explained to her that she has to leave the windows uncovered from the inside in order to function properly. After ***** minutes had passed the windows began to cool down to prove our point. Though the windows were still acclimating, by ***** minutes in they were already the same temperature as the door. For reference, when brand new windows are installed, it usually takes 48 hours for the windows to acclimate. Not allowing them to function properly being open to both the inside and outside elements surrounding the windows will effect their performance. 
  
  
  She asked why her windows were warmer than her double pane sliding glass door and why she felt so much more heat from them than before. We compared her original double pane windows which read ***** degrees and her new double pane door and Insignia which read about the same as Insignia was still acclimating. I have photos of the heat on her door and the heat hitting the ground compared to Insignia and the heat hitting the ground. There was a 15 degree difference with the floor on the other side of the door being hotter. This goes to show her windows are out performing any other opening in her home. 

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  The rationale that my windows were hot because the curtains were closed reinforces my complaint that intense heat is coming in from the sun as opposed to being deflected. My air conditioner ran 10 hours the next day when I left my curtains and blinds open. Today my upstairs office got up to 79.3 today and the thermometer was outside of direct sun. The floor in the sun was much warmer than the floor not in the sun. I noted that there was a larger temperature difference when the sun was on that side and never received a response. Attached is a wall and window comparison from yesterday at 3 pm when the sun starts to hit that side of the house. Same time, same distance, 12 degree difference in temp.

  The original excuse was it was supposed to do that in winter. We're now a week away from summer solstice and it's just as bad. This confirms that THESE ARE NOT THE WINDOWS I PAID FOR. The windows I paid for have gas inside to deflect heat. The windows I have bake my house. Is there even the low e gas inside or is it just a green coating? Are there even 3 panes? I only see 2 and when I shine a flashlight I get 2 lights and a green light. Did they just put a green coating on and pass it off as an energy efficient, triple pane window? I don't know what is going on but my windows are performing horribly. I also still cannot get my bedroom window open and closed. It sticks and lets in bugs. They had the same person come fix it that messed the initial installation up. If they have so-called master installers why aren't my windows installed correctly? And they kept my full payment, nothing withheld even until they fix my issues. They claim they have hundreds of satisfied customers in the area with recent installations; I would like to see some unbiased, un-incentivized opinions. 
  
  I maintain that I am entitled to a refund or full replacement with properly manufactured, properly installed energy-efficient windows.

  Regards,
  
  ******* ******

  
  

  Customer Answer

  Date: 06/14/2024

  If this a sealed, triple pane window what is this inside?

  

  Business Response

  Date: 06/17/2024

  In between the sealed triple pane glass package are two ******** of argon gas. No window leaves the factory with anything less than a 95% fill. 

  Customer Answer

  Date: 06/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Apex says the windows are installed correctly (except for the upstairs window that was installed incorrectly twice, probably measured incorrectly). Manufacturing says the windows are made correctly. Yet the heat is getting amplified right through the windows into my puke-green house. This is the opposite of what was advertised and what I paid for.
  
  Regards,
  
  ******* ******

  
  

  

  Business Response

  Date: 06/27/2024

  *******, you are correct that we have had our Senior Master Installer and two different Master Installers confirm the windows are installed correctly with the exception of the one with an outstanding service. We have also ordered two new sashes for the dining/chinchilla room though there are no visible defects and have been confirmed by thermal imaging cameras to be out performing your double pane sliding glass door and original window that was left off the project. 

  The low-e coating on the glass is the same low-e coating you saw on our full size sample we brought out and is the same low-e coating we use on all of our windows. Im sorry you have a different opinion of the window now than when you purchased it but we can confirm it is the exact same window. That low-e coating is why we are seeing better performance on Insignia than the other windows and door in your home. 

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I am not seeing better performance on my Janus windows than my sliding door and previous windows. That's the problem. See attached photo showing my office got up to 85 degrees when the outside temperature was 77 and my AC was set on 69. This is unacceptable and blatant false advertising. 
  
  Regards,
  
  ******* ******

  
  

  

  Business Response

  Date: 07/07/2024

  Hi *******, thank you for putting the collage together. Unfortunately the thermostat in your office is not measuring the window performance, it is measuring the overall temperature in your home that can be affected by many more things than just your windows. While we were out we did end up taking some photos of our own that show Insignia, and even the defective sashes that are being replaced in the dining/chinchilla room are still out performing your new double pane door. I have attempted a few times to attach those photos once but the file types did not go through. Unfortunately after four attempts I have not been able to get them to go through after resizing and reformatting. I will send the photos directly to ******* ***** and anyone else who would like to see them for their review. 
  
  It is common that most homeowners have a warmer upstairs than down stairs. The sliding glass door is downstairs and the office is upstairs. Heat will naturally rise and when the units below cant keep the heat out, that heat will come in and rise up. A computer running in a closed room all day will also heat up a room more than rooms that do not have running computers in them. While the installers were there they took off wraps around multiple windows to prove they were air tight to your jambs and installed properly. In addition to the photos of the properly performing windows, our service team documented some other issues on the exterior of the home that could be affecting the upstairs temperature. This was included but not limited to holes in the siding, wood rot around the homes trim, and open vents that could all lead to the home heating up as they are all exposed openings to the outside. I have those photos if necessary as well. 

  Customer Answer

  Date: 07/08/2024

  This shows a 17 8% increase in AC use in June 2024 from June 2023. The average daily temperature was only 4.2% higher in June 2024 than June ***************************************************************************************** AC use. The sun coming in through the glass lanes and heat coming in where the panes meet is cooking us. My AC can't keep up despite having annual maintenance and confirmed by my HVAC technician that there are no issues with the *** I am running the same temperature program I have since 2021. The difference is the windows.

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have added an additional photo of my energy usage from June 2023 to June 2024. The hotter June 2024 does not account for the 18% increase in energy usage in June 2024. The company themselves admitted that the heat is getting in and that is why I saw a very high temperature on the windows when I had my curtains closed. The heat that was getting through the glass was being trapped behind the curtains. So the heat was still getting in and when I open my curtains it dissipates through the entire room and heats up the entire house. The company walked around my house looking for any way that they could find to show that my windows were outperforming my sliding glass door, ignoring where there were huge temperature changes and where it was the hottest. They did not test the side window at peak time and didn't test the sound properly. There is no way my room should be 85 degrees when my AC is set at 69. My front bedroom which wasn't getting in sunlight was 74, which is what I'd expect for an upstairs room. I still don't know if it's the low quality windows or installation or both but this is not what I paid for. All I'm getting is excuses. They claim they've installed in hundreds of homes recently but haven't provided any unbiased, un-incentivized positive reviews from the last few months.  
  
  Regards,
  
  ******* ******
  

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They still haven't come back to fix the window they didn't install correctly twice. I'm still baking in my home. False advertising, did not deliver and install the energy efficient windows I was promised. 
  
  Regards,
  
  ******* ******
  

  

  Business Response

  Date: 08/26/2024

  We have not forgotten about you ***** and are still working on manufacturing your sash! It has been a busy summer for our manufacturing team and we are currently working through services from early June at this time. Your sash was ordered 7/10 so I would anticipate 5-7 weeks until your sash will be in. The good news is we have added a third shift at the manufacturing plant to help facilitate the backlog we have. Our hope are that we will be able to get you your final sash sooner but as of now these are the current lead times we are seeing. 

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Glad they're still working on installation. This doesn't help the fact that the windows are not performing as advertised. I've had to buy room darkening shades and curtains and live like a vampire to trap the excessive heat that gets through the windows behind the curtains so it doesn't bake my entire room. It's awful. 
  
  Regards,
  
  ******* ******
  

  Customer Answer

  Date: 10/16/2024

  It's now mid October and I've heard nothing from ****. My improperly installed bedroom window doesn't open or close right. All of my windows lack energy efficiency. I think the delay is because they know they are manufacturing poor quality windows. I am still requesting a full refund. 

  

  Business Response

  Date: 12/11/2024

  I have received confirmation from our installation team that we have completed the final service for ***** ******. I had a note to confirm with you once this job was completed. Please let me know if there is anything else you need on my end. 

   

  Thank you, 

   

  ****** *****

  Executive Senior Partner

  Apex Energy Solutions 

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The installation of the dining room panel was completed and no difference observed. I showed ***** the twice- incorrectly installed 
  window in my bedroom that they were supposed to replace and he had no information on it but said he would have it ordered. I've heard nothing since. I am still having issues with sun baking my house on hot days and now I'm feeling cold drafts.

  I demand a refund due to this company's inability to provide the energy efficient, expertly installed windows I paid for. 
  Regards,
  
  ******* ******

  
  

  

  Business Response

  Date: 12/16/2024

  Following up on our conversation yesterday, Jason thinks we can try re-ordering the master bedroom sash for Ms. Graves one more time. We do not believe it will make a significant difference, but we do want to show her that we are trying to put our best foot forward and finish the project in a high note.

   

  Jason told me he’s going to re-order the sash today and we will let you know when we install that one.

   

  Thank you, 

   

  Andrew Cripe

  Executive Senior Partner

  Apex Energy Solutions

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21389992, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Butch said he would have it ordered right away when he left. So I guess that never happened. Quit stalling and just give me my refund since the products and installation are clearly inferior. My slider is still leaking. I'm feeling drafts around several windows now. They are providing no energy efficiency. I can hear sounds as if the windows are open. These are not the good quality, triple pane windows I paid for. 
  
  Regards,
  
  Kathryn Graves
  

  Customer Answer

  Date: 12/22/2024

  More proof these windows aren't energy efficient. This morning the inside temp was 66.4. The wall was 65.7 right next to the window. The window was 56.5, 10 degrees colder than the inside temp. No wonder my heating usage has been higher this December despite keeping my house at a lower temperature than last December. With sun, the windows bake my house. Without sun, they do nothing to keep the heat in. 

  As for my primary bedroom window, Butch remeasured and said he'd have a new window ordered as this one was just a touch off. So is the business saying they're just reordering the same mis-measured one they've done twice now? More incompetence. This company is a scam and it shows. 

  

  Business Response

  Date: 01/02/2025

  Butch did not say he would reorder a new sash right away. Our notes show Butch confirmed the job was completed. From the last time we were on site we confirmed the window operated within tolerance though it may been a little tighter than the others. We are reordering this window to show you we are trying to do everything we can to ensure your satisfaction. There will be no refund. It has already been proven through thermal imaging that your new Insignia windows are out performing your original windows as well as the replaced double pane door from a different company. 

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21389992, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  These are blatant lies. Butch remeasured and said he'd get the new window ordered. I now have 1 leaking window and 1 window that doesn't open and close properly, and all windows that are less efficient than my old windows. This company is a scam and I demand a refund and full investigation into this fraud. 
  
  Regards,
  
  Kathryn Graves

  
  

• Initial Complaint

  Date:04/13/2023

  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.

  We contacted Apex Energy Solutions via their website. We filled out a form to let them know our picture window is rapidly growing mold in between the panes, as they werent sealed properly. There has been no return correspondence about fixing the issue. The view out of our window is becoming greatly occluded by the mold growth.

  

  Business Response

  Date: 04/14/2023

  Hi *****, 

  Im sorry to hear it sounds like you have seal failure in your window which is considered a manufacturing defect and is covered under your warranty. The good news is it is not mold and not harmful to you in any way. It is just the chemical reaction when the argon in between the panes oxidizes with the air. Unfortunately our Northern Indiana market is no longer in operation. I am in our Indianapolis market but will do whatever I can to assist you with your replacement. I have been able to work with other *************** homeowners who have been able to place warranty claims and have their product shipped to their closest ********** centers.  Im not sure where you submitted your request previously but I double checked my email and have nothing from you regarding a warranty claim in our Indianapolis market which is where you have submitted this complaint to. 

  Below I have attached the steps to place a warranty claim.
  
  Here is what the you will need to place that claim:
  1. Proof of Ownership (This is as simple as a photo/download of your most recent utility bill.)
  2. Proof of Purchase (This is just the serial number! No need for any additional documents here.)
  3. Photo(s) of the issue(s)
  4. Serial number(s) 
  
  The questionnaire section of the claim process asks for the Brand this will always be Alside as well as the Complaint Type (this is chosen from a drop-down list of options, but can be left blank if none of the options apply)-in your case you would select seal failure. 
  
  Please reference the attachment if you need further instructions on how to navigate the warranty portal website. This should give you everything you need to submit the service. Let me know if there is anything else I can help with. 
  
  Thank you,
  
  ***********************

  Executive Senior Partner

  Apex Energy Solutions

• Initial Complaint

  Date:11/03/2022

  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.

  I originally met with APEX to hear their pitch. I took a couple of days to shop around and then called back to work with APEX. I was told by the salesperson that everyone else is unable to get windows, but they are having no issues because they worked exclusively and directly with the manufacture to design and build their windows. This made sense to me as an advantage worth the premium price without a valuable name like ********. I was told that the windows would be ordered right after the second measure. When I signed the paperwork on June 10th, which states ***** weeks, I was told that this is just the standard paperwork, but it would be less than that, about 8 weeks. I was told I would get a call the next day and be scheduled within a week. This didn't happen. It finally occurred after a few attempts. This should have been a warning sign, but I was still trusting them to follow through on their promises.I reached out to the salesperson on July 29th because I still hadn't heard anything. He finally responded on August 6th, I was told that they would receive the windows in the end of September timeframe. I wasn't given any other explanation or warning, but again, I was still trusting them to follow through with a month's delay. I thought that he would have checked on them during the time he took to respond. Apparently not.On October 6, I reached out again and was told that they shipped from the factory this week, or that was the schedule date. He went on to explain that "What this means is as soon as they are confirmed here, and then received in, they will be calling you. That process usually takes about **** days." My trust is wavering but the checks in the mail, so to speak.October 28th, I reach out and say that I need to speak to someone else because it's almost November and no one has contacted me. He told me that he checked why the windows hadn't arrived yet. I've talked up to the ** and am told that it doesn't matter what they do, they get paid the same.

  

  Business Response

  Date: 11/03/2022

  This complaint is directed to the wrong business. We operate only within a 75 mile radius of *********, ** and do not operate in Indiana. We have no contract on file and no record of any interaction with anyone by this name. Please remove this from our account. 

  

  Business Response

  Date: 11/03/2022

  The remeasure was done within our 10 business day protocol on 6/22, the job was reviewed and ordered 6/27/2022. Our standard is to communicate the best information we have at the time. Per the timelines Apex was given by our manufacturer around the time the job was ordered, windows similar to the ***** order were coming in around ***** weeks. There are sometimes jobs that do come in sooner at random but we try to prepare our homeowners for the possibility that this could happen so they are not caught completely off guard in the event the windows arrive prior to the expected time frame. 

   

  Though we are seeing improvements in lead times, we are occasionally still feeling the affects Covid caused on our supply chain and transportation of goods. As most of the construction industry, Apexs busiest time of year is the summer.  Unfortunately lead times were extended outside of our knowledge. Apex receives weekly updates from our manufacturer that gives us estimated ship dates. Apex is always cautiously optimistic about estimated ship dates until we have a confirmed ship date as those dates tend to fluctuate forward and backwards until the windows arrive at the supply center. Where there was a misunderstanding between our sales representative is on 10/6 when *************** asked for an update and our Senior Partner said It appears the windows have shipped according to our estimated ship date. That date was two days prior to the date the request was made. This was before the nexts weeks load sheets were sent to us, confirming the estimated ship date was bumped back again. 

   

  The windows were confirmed to be shipped two weeks after Mrs. ****** update request and we attempted to give her our first available installation date. *************** declined our initial offer for installation on 11/7 claiming she wanted to cancel her agreement and would be disputing the payment with her credit card company until Apex would give her financial compensation for her windows. The Executive Senior Partner spoke to her on 11/2 and in order to reestablish her faith in Apex he offered to do a full walk through of the project post installation to ensure her satisfaction. She said without compensation I will not be installing and proceeded to hang up. 

   

  *************** called the office back 11/3 and is now scheduled for our next available installation date which is 11/21. Although we do not anticipate any delays the document/contract *************** attached, under section B of the contract states that Apex is not responsible for time or material delays beyond our control. The speed of the manufacturing process is outside of Apexs control. There will be no compensation due to ****************

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  APEX initially misled me and continues to every step of the way. I was told that they have an exclusive manufacturer that was able to provide windows while other company's did not have this relationship with the manufacturer. Now, APEX is blaming the delays and misinformation on this very same manufacturer. I was indeed promised that there would be someone to do a walk through. However, when I called to go ahead and install the windows. I was told by ********* that what ****** had offered was not possible. Just another promise of a salesman who has so little regard for their customers that they promise whatever they must and lie about timelines to make a sell and then leave their customers with no options. Had I been told the truth by APEX, I would have bought windows from a different company. I was told that I was working with a company that had no problem getting windows. Had I not been lied to; I would have found a company that had windows and used them. In speaking with several people in the company this is their policy. They say, "This shouldn't have happened." We shouldn't have told you windows in 8 weeks, we shouldn't have told you we'll schedule your re-measure tomorrow, we shouldn't have told you that your window would be available the end of September, we shouldn't have told you that they were shipped October 6 this means that they will be installed in about 10 days, we shouldn't have told you that there would be someone there to do walk through and make sure that everything was FINALLY done the way that it SHOULD HAVE happened. This company CANNOT be trusted from the Senior salesperson all the way to the top. I keep hearing that I should have known, though told something different, that they couldn't deliver. I do not trust them to deliver on any other promised based on every single lie that I have heard to this point. I do not want anyone else to suffer through an experience with this company. I was also promised that these windows would exactly match the windows that I bought from them in 2016. This is probably a lie too and I will probably need a lawyer. This again, is cost and time that I would never have chosen to spend. I would have gone with a different company, paid less, and waited the same amount of time, but at least they would have been honest.

  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:09/16/2022

  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.

  We had a set of new windows installed in February of 2021 for approximately $13k. We had a very long punch list of issues relating to the installation ranging anywhere from quality issues from the manufacturing of the windows, defective parts (broken parts that did not allow the windows to open property, holes in the screens, etc.) to errors in the installation itself (wrong color used for the materials). One of the windows was completely broken so when my husband tilted it in to clean it after the installation (which they should have done) it fell out and gashed his shin. We have been working with Apex for 18 MONTHS to try to get all of these issues resolved and there are still outstanding items. There were debates on whether it was an installation issue or a service issue, so we were bounced back and forth between Apex and *************** When we do get someone out to our house to perform the service no one has a comprehensive list of what service is left to perform. There are always new items found when they come out and there is absolutely ZERO follow up from Apex or Alside. They have had to re-order the same window 3 TIMES because they cannot get the order right. We have had to chase them for updates and to schedule follow up services. It has been 18 months and we do not have a full set of functional, quality windows that we ordered. We have been EXTREMELY patient and have not resorted to any legal action but we will if we are not able to resolve this through BBB or other remediation. We would like completion of the job that we paid for, plus an adjustment to the full price of the windows since these windows are clearly not up to the quality specifications that we were sold.

  

  Business Response

  Date: 09/18/2022

  We are currently reviewing this with our operations and installation teams to confirm a list of any outstanding items and seeking a resolution to the Castors issues. 

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  For this situation, simply saying that they are looking into the matter is not a resolution.  This back and forth has been going on for 18 months.  They always say they are looking into it, but we are always the ones that have to chase them down to ask for updates or confirm that parts were ordered or ask when someone will be here to finish the work.  I feel like if we accept this response then nothing will be resolved.  I would like the following from Apex before this matter will be considered closed from our perspective:

  1. Confirmed list of outstanding items that they have in THEIR system (we have NEVER seen a copy of what they have logged or what is on order.  They always say they have it, but show no proof)

  2. Are the remaining parts needed on order?  If so, when is the ***?  WHAT was ordered?

  3. Based on the *** of the parts ordered (IF they were ordered) we would like to have a date scheduled for follow up service on the books (this has been an issue every time they come out. There is always something left outstanding and when they will get back to us is always open ended and we have to chase them EVERY.SINGLE.TIME)

  4. We would like to know WHO will be responsible for completing the outstanding items.  They have bounced us back and forth between their installation team and their service provider. 

  We were hoping that the BBB could help us in getting this resolution, not just a response that says they are working on it.

  Thank you!

   
  Regards,
  
  ***********************

  
  

  

  Business Response

  Date: 10/06/2022

  1. According to my notes, the three sashes that had seal failure have already been replaced by our manufacturer. *****, can you please confirm this? 
  

  2. The remaining parts needed on order are a mis-measured mainframe and one bottom sash, both to be replaced by Apex. The current estimated ship date is 11/9/2022. It usually takes about a week for everything to ship, arrive at the supply center, and be checked in. From there everything is scheduled. I can assure you that your project will be moved to the top of our list as soon as it is in.

  3. If everything stays on the 11/9 estimated ship date we should be looking at an estimated arrival of 11/16-11/21. We are always cautiously optimistic about estimated ship dates due to the many variables in our supply chain until we have a confirmed ship date. This means you service should be scheduled for sometime during the week of the 21st or 28th depending on when things arrive. 
  
  

  4. When it comes to services,if the service is considered a manufacturing defect, our manufacturer will perform the service as in the case of the sashes. When it comes to mainframe installation, that is something our installers have to perform which is why some services are done by us and others are done by the manufacturer. Please let me know if you need further clarification on any part of the above. 

   

  Thank you, 

   

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

  Customer Answer

  Date: 10/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  Yes, I can confirm that the the three sashes have been replaced.

  I don't believe you have a complete list of open items.  In additional to what you mentioned we are still waiting on screen trays for most if not all of the windows.  When ***** was here on July 11th, he told us he was going to walk around the house and take pictures of the windows needing trays and those would be taken care of by ******. Can you confirm if this was done?  Are the screen trays on your list?  If not, they need to be added.  

  Finally, the work that was done on July 11thf to replace the mainframe on the front office window is defective.  I have attached pictures showing the trim on the inside pulling away from the frame.  This happened immediately after ***** and team left.  This needs to be added to the punch list of items as well.

   

  
  
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:06/01/2022

  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.

  Several dates of transaction. Original windows installed 7/2018. Air leaking/windows not shutting. Determined manf defect. Replaced all windows due to defects. Replacements were defective as well. Manf service techs sent out and told us they couldn't be fixed and needed replaced. When speaking w manf rep, he told us they denied saying they couldn't be repaired. Covid happened. I contacted in July of 2021 to make same complaint. Apex sent *********************** out. He walked through the house and promised new window order and would be in touch once they arrived. I never heard from him. 11/2021 I followed up for ETA. He denied saying he would replace windows and said an evaluation had to be done with apex service operations. We made appt for ************************ and ***** to come out Nov. 30th. ***** no show. Spent hours walking through the house. Service tech (*****) verified it could not be fixed and many windows were not manf. properly. ****** and ***** said they would order windows and to be patient bc of supply chain issues and manf due to covid. I contacted *********************** in January 2022 asking for someone to come out and fix cold air infiltration in my house from faulty windows. He sent *****. ***** told me to put tape on the windows. He did nothing for us. I followed ** in March to check ETA of windows and was told by ****** it would be another 6-8 weeks. We waited almost 8 weeks. No one contacted us. Followed up May of 2022. ****** told us he couldn't order windows bc manf rep had to come out.which means he never ordered windows but never disclosed this when I asked for ETA.. He denies any recollection of our meetings and details every time we speak with him. I have pics, texts, videos of our encounters too big to upload to BBB.. I asked if we needed to sign anything, was told no. We spent $20k on these windows and have documented issues and they continue to give us the run around. I have never been blatantly lied to like this in my entire life especially from a business.

  

  Business Response

  Date: 08/18/2022

  Hi *******, 

  I wanted to send you an update on the ***** and ******************* complaint. Our Senior ************************************ has taken over working with the Millers. **** has spoken with them three times, let him know service parts are in, and the Millers did not want to schedule a service date. **** has diligently attempted to follow up via email and text several times with no response from the Millers. 
  

  Below I have attached the examples of **** trying to reach out with no response. He sent these same messages via a group chat text hes had with with *******. Would you consider this matter closed due to lack of response from the Millers? 
  

  Thank you, 
  

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

  Executive Senior Partner

  Apex Energy Solutions