ComplaintsforApex Energy Solutions

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second complaint. Somehow, the first one is nowhere to be seen. Had photos in it along with the original complaint. This window company represented themselves as a professional business that did replacement windows. While this has now been going on for OVER 2 YEARS. We still have to get our final window replaced which was installed BROKEN. They have made it about money when we weren't willing to pay any more until they completed the job. Ok fine, after our 1st complaint we came to an agreement that we would pay half of the final amount and the the balance after the final window install. They now have 15K from us. Window was supposed to be installed Nov 27, 2023 (3 months after out agreement) they arrived and **...we actually have to have a ladder for this job. SHOCKER. Then...Jan 3 they arrive and realize how dangerous the window has become. Remove the glass pieces from the outside and tape the rest of the window up (By the way this is NO small window and is right in the front of our home) Say they now have to order a part, glass or whatever I don't even know at this point. What I do know if that this is the absolute WORST window company. They sidestep ****** reviews since the company name is APEX and they don't use INSIGNIA WINDOWS on the BBB site. Today is April 10, 2024 and the only communication we get is when we initiate it, and the same response is that its on order. We have received 3 letters from our HOA about the window at this point. SAVE yourself the time and money of this HORRIBLE window company.

  Business response

  04/18/2024

  This is the same complaint from this customer that was previously brought to the BBB and marked as resolved by the BBB. This customer wanted to file a warranty claim but hadn't paid for the original product. Our business policy is that all warranties will be honored for our products, but the product must be paid for in order to file a warranty claim. We filed the warranty claim on behalf of the customer prior to receiving payment in good faith due to the urgency of the matter. There was an initial delay in the completion of the warranty claim because Apex was not able to collect the overdue payment, and thus sought outside counsel to collect payment. Apex's representative and the customer agreed that if they paid half of the overdue balance, we would complete the warranty service, at which point the remaining balance would be paid by the customer. The product arrived, but was damaged and had to be reordered through the warranty department. That remake has now arrived and the customers warranty service will be scheduled within the next 1-2 weeks which is in line with our customary turnaround time between the arrival of product and the installation date. Our belief is the fastest resolution will come if all communication goes directly through Apex's legal representative as he has already been communicating with the customer regarding the warranty service and is able to provide any updates requested. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  March 25, 2020 Paid $20,496 Have had 5 leaking windows and a broken slider. Ive been working for over 6 months to get the windows replaced. Have huge holes in my walls and black mold in my insulation and the wood trim. Apex says they are not responsible for re installing the windows. Ive had two separate people state the windows were not installed properly. They left out the silicone caulking on the outside of all of my upstairs windows. I had to pay $300 to demo the sheet rock and damaged *****. Now I have to pay $1,300 to have the replacement warranty windows installed and the other windows properly caulked. It took six months of emails and calls to *********************** of Apex before he would ever admit the windows were faulty. Sent out a crew to rewrap them and they still leaked. This crew (which was Apex employees) said they werent even caulked properly and then they still did not install the wrap properly. I had to find an outside contractor to come and install them. I shouldnt have this many problems with windows that are this new. Apex refuses to take any responsibility.

  Business response

  01/13/2024

  When this customer reported the leak to Apex, Apex sent a representative out to inspect the openings. Upon inspection of the interior and exterior of the openings, the Apex representative noted that the windows were installed and caulked properly and all caulking was in tact, but that the leak *** possibly be coming through the aluminum wrap. Thereafter, an Apex install team was sent out to re-wrap the windows at no cost to the customer. In their service notes, the Apex installers noted that the windows were wrapped and caulked correctly when originally installed, and thus they did not expect that re-wrapping the windows would solve the problem. 
  As it then appeared that the leak *** be coming from the windows themselves, Apex contacted the manufacturer to further inspect the windows for any cracks that *** have occurred. Upon inspection, the manufacturer noted that there did appear to be a crack in the windows that was causing the leak. 
  Apexs warranty covers the windows for life. The warranty also covers all labor costs as a result of warranty issues for the first two years after installation. After the two year labor period, warranty claims are processed through the manufacturers online warranty platform. Apex ordered the replacement windows on the customers behalf at no cost to the customer. However, as this issue occurred beyond the 2 year period during which labor costs are covered, the customer was provided a labor quote by a contractor for the installation of the new windows. The reason the warranty does not cover labor costs after 2 years is because there are many possible outside causes for window damage that are unrelated to any manufacturing or installation issues (e.g. settling of the home, storm damage, 3rd party contractor work, etc). 

*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. ↩