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Complaint Details
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Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We were charged the full amount for a window installation job that was never completed, ghosted for weeks by their Dublin office, then were only able to contact the salesperson. Since then, the job has still not been completed. Per our contract, the terms for payment are: * 30% to be paid upfront when the contract is signed. * 60% when all materials are delivered to the warehouse. * 10% when Apex certifies that they completed the work. Timeline: * 9/29/23 - we signed to have windows installed. * Installation went through early Jan. Two windows were skipped due to not being made the correct size, and most of the windows came with no screens. * 1/18/24 - we were charged the 10% remainder even though the job was never completed. This was very concerning because that means the company "certified completion of work" as per the contract. We called multiple times and Apex never answered the phone. They also did not return multiple voicemails. * 1/28/24 - After weeks of waiting, as a last attempt, I sent an email to ***** *****, our salesperson, who finally replied via text. * 2/1/24 - ******** ****** from Apex asked in email what windows and screens were needed, which to me says for the second time that Apex had no intention of completing the job and kept no accurate records of what was done. * 4/17/24 - No progress was made. We didn't even receive an estimate for when if ever it would be done. Filing this complaint.Business response
08/02/2024
We regret very much the process and length of time it has taken to appropriately finish *****’s project. Much of his complaint is fairly written. He ordered 23 windows and 20 were installed in January. Of his 23 windows , 12 were operable and 8/12 needed screens to be reordered.
Those screens arrived in April where an attempt was made to install the screens and communicated with the homeowner, however the size of the screens limited options for delivery. Unfortunately the screens were misplaced while the company transferred warehouses this summer. Those screens were located and being installed next Thursday August 8th.
The issue regarding the remaining windows to be installed stems from their unique shape and custom aesthetic options - the combination of which lead to significant delays in their reordered process due to nationwide manufacturing delays for shapes and color products. We’ve been working with manufacturing to locate and prioritize these windows. We were finally informed, ironically , as of 7/31/24 that the windows will finally arrive to our facility on Monday 8/5/24! So these windows will also be installed Thursday 8/8/24.
We’ve communicated with the homeowner during this summer and since the complaint. The homeowner knows of and agreed to the installation scheduled 8/8/24. This matter will be closed this month with our deepest regrets and apologies to the homeowner and a financial credit.
Apex Energy Solutions is committed to avoiding delayed and subpar project lead times. We’ve hired additional operations and installation positions to adequately serve our homeowners. Better personnel, facilities, and operational procedures that we’ve invested in over the last 6 months leave me confident Apex can move forward and prevent ANY other BBB complaints.Customer response
08/08/2024
I accept the business's response to resolve this complaint, given they do actually finish the job. They have a history of making promises and then not delivering, then going silent - if history repeats again, I'll have to re-open the complaint. The difficulty reaching them also effectively means the product's warranty is worthless, but at this point just having the remaining windows and screens installed is an improvement.
Regards,
***** *****
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.