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Business Profile

Window Repair

APEX Window Werks
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Apex Window Werks was hired to complete a repair to a window. They were supposed to complete a repair to the window sash and the window sill. These were both labeled clearly in the invoice and individually itemized. The work to the sill was not completed. I asked the repair people why and they said it was not in the order. After the service visit on July 31 I checked the invoice I was sent and checked the repair that was completed. On July 31 I emailed Apex Window Werks at ******************************** and called the business at ************ about the repair being not complete. They asked for a photograph. I emailed a photograph to their email above. On Sep. 26th they called to tell me the photograph was not enough and they needed a tour of the home. I emailed them a video tour of the home on the afternoon of Sep. 26th. On Sep. 26 I was told by *** that once they received this "tour" they could determine that the window was not repaired and finally provide a refund. Today, Sept. 27, I called them and asked for the refund. They told me that they could not complete the refund because the person was not available. They had ample time all day of Sep. 27 to complete the refund and chose not to. It has been almost 2 months since this was not completed. I ask for $253.75 to be refunded, which includes interest for the $250 job that was not completed. They only did half of the job I paid for.

    Business Response

    Date: 10/24/2024

    After the customer submitted the complaint we responded back via e-mail, and didn't hear from a customer for a month. Later when she contacted us, we interviewed the team that performed the job and determined that the visual inspection is necessary. Customer was refusing to coordinate the time for a while. Finally we performed the inspection and determined that we going to go ahead and refund the money. The refund was completed in form of the check. The complaint was resolved.

  • Initial Complaint

    Date:08/22/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:04/17/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.

     
    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,

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

    Business Response

    Date: 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. 

APEX Window Werks is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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