Complaints

This profile includes complaints for Apex Pros Plumbing, Electric, Heating & Air LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Apex Pros Plumbing, Electric, Heating & Air LLC has 7 locations, listed below.

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  Apex Pros Plumbing, Electric, Heating & Air LLC

  4300 Tuller Rd Dublin, OH 43017-5008

  
• 

  Apex Pros Plumbing, Electric, Heating & Air LLC

  1771 Victor Rd NW Lancaster, OH 43130-0100

  
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  Apex Pros Plumbing, Electric, Heating & Air LLC

  834 Morrison Rd Gahanna, OH 43230-6643

  
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  Apex Pros Plumbing, Electric, Heating & Air LLC

  6663 Huntley Rd Ste M Columbus, OH 43229-1040

  
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  Apex Pros Plumbing, Electric, Heating & Air LLC

  5450 Far Hills Ave., Ste. 209 Dayton, OH 45429

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:09/13/2024

  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.

  We had Apex Plumbing to our home to replace faucet in the bathtub on 8/8. The estimate for that was $927 which we paid. They would not start the repairs until we paid them. I have included as many of the invoices that I was able to save. They removed the old faucet and later that day told us that we needed to replace the shut off valve which would be another $897 which we paid because the faucet was already removed and we had o water in that bathroom. They said they would be back early the next morning. I called the company when they weren't there by 10am and was told they were getting parts. They did ot et there until after noon. I asked about the charges and the technician said they would have to cut a hole in the wall and put the shut off valve in and would put a metal plate over it. I questioned the cost because the shut off valve was what was causing the leaking faucets. They were there on 8/8 and 8/9 . After being late because they were getting parts, they then left again because they hadn't bought the faucets. We live in my daughter's house. We started asking for detailed invoices but they would not provide it after attempts on 8/9, 8/19, 9/4, and 9/5. Each time they said they were emailing it to me but as of today, 9/13, we have not heard from them. These dates are in addition to phone calls I made in between. I spoke to a service person named Chyanne who was to send it that day but only sent what we already had. I was told the technician who did the work would call me but he never did either. I've never done business with a company who did not give us an itemized invoice. Also, we had a coupon for $50 off of first visit and I don't see that deduction on any of the paperwork.

  

  Business Response

  Date: 09/13/2024

  We respectfully wish to clarify that Ms. ***** is not the owner of the property in question. Therefore, the email we had on file belonged to her daughter, to whom the itemized invoice was sent. For your convenience, we have attached the itemized invoice once again for review. Given this, we respectfully request that this case be closed.
  To address the claim that the invoice was not sent: our records confirm that the invoice was sent to the homeowners email, which would be ************************** Additionally, our technician completed the work as listed on the invoice for Ms. ******* the homeowner. As per our company policy, we always provide a detailed estimate with the total cost of the job upfront, and we require signed approval from the customer before proceeding with any work. In this case, we also have the signed estimate on file.  Ms. ****** request for a full refund due to not receiving an itemized invoice to her email, which was never on file, is without merit. If the homeowner, Ms. ******* had any concerns about the price, she had the option to decline the estimate and seek services from another provider. We offer free on-site estimates to all of our customers for this very reason. Lastly, please refer to the fourth line item on the invoice, where the $50 coupon was indeed applied. Thank you for your attention to this matter.

  Customer Answer

  Date: 09/25/2024

  From: ******** ***** <********************************>
  Date: Tue, Sep 24, 2024 at 5:38 PM
  Subject: Number 22282105-APex plumbing
  To: ******************************************* <*******************************************>
  
  
  I do not accept the answer from Apex plumbing.  I asked for and never got this invoice.  Many false promises were given to me in regards to resolving this.  The old tub was not replaced as the invoice says.  I have not asked for a refund of all the charges just an adjustment.
  
  ********
   

  

  Business Response

  Date: 09/25/2024

  We have previously provided an itemized invoice, which includes a detailed breakdown of the costs. You can download it from our earlier correspondence, and we will also resend it to the email address we have on file. Additionally, we have attached pictures of the completed work for your reference.
  The invoice clearly states that we accessed the panel, installed a single-handle tub and shower valve, and replaced the chrome tub spout. At no point does it indicate a tub replacement.
  Please note that the $50 coupon was already applied as the final line item on the invoice. No further adjustments will be made.
  We consider this matter resolved and kindly request that the case be closed.

• Initial Complaint

  Date:08/02/2024

  Type:Billing 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.

  In Oct/Nov 2023, we contacted APEX about water/mold issues in our basement and needing a water heater. We were told that they provide waterproofing services and received an outrageous quote, but proceeded with the project, since it was being mostly financing. On the day of the job, we were re-quoted for services related to waterproofing, which increased the costs significantly. The salesman was pushy and took advantage of us. We did some research and found the company does not perform waterproofing services and stopped the job. However, a sump pump had already been installed (which we didn't need) and other services performed. We have had property damage as a result and have been trying to get this resolved with the company by requesting to not pay for services billed or reduce the costs, but they are unwilling to correct any of the issues. We feel we have been completely jerked around, and that no one should have to go through what we have. We are requesting your assistance with this matter, so we can settle business with their company. All email correspondence, photos, and information about the situation are attached, along with several other quotes on the work needing done at the cost of roughly $7K compared to the $50K we were originally quoted. We now have an outstanding balance and do not want to pay for the services as a result.

  

  Business Response

  Date: 08/05/2024

  We have reached out to the customer multiple times via email regarding the repairs needed for her driveway. The customer has informed us that the company she prefers to use has been difficult to get a hold of. This delay is beyond Apex's control, and we have requested that she pay the outstanding balance of $9,636.00 for services rendered.
  To facilitate a resolution and move forward, we are willing to remove an additional $3,456 from the total, as the customer requested, making the new balance $6,180. Once this amount is paid, and the customer schedules the driveway repair, we will directly pay the paving company.
  Thank you for your attention to this matter. We look forward to resolving this promptly.

  Customer Answer

  Date: 08/08/2024

  - I would like reconsideration for our property damage for our landscaping. The company said they were checking with management and then we were told it could not be compensated. We arent happy with this result as they did perform digging on the side of our home, which ultimately ruined our landscaping. They have said they werent liable for damages, however we would have never had damages do they didnt try to sell us a product/service they dont specialize in. They said they did waterproofing and do not. The damages were not needed as a result. 
  

  - We are  also unwilling to pay for the sump pump, as indicated in this paperwork. As stated,l by other professionals who expert in basement repairs in the documentation, a sump pump wasnt needed to resolve our waterproofing issues. When we asked the company about this, they declined to honor our request since services had been completed. However, we would not have to manage the electric or upkeep had it not been installed. It literally serves no purpose since we didnt have standing water. 
  

  - We agree to pay the outstanding balance for the water heater, but would like these issues to be resolved as we arent satisfied with the solutions previously discussed with their company. Additionally, in many of the emails, they say they will check on the situation then take days and weeks to get back to us, but now are in a rush to collect payment and brush the situation away without proving superior customer support. We also would like these issues to be resolved as they have caused us much undue stress. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/13/2024

  Dear **************,
  Please find the attached estimate that you signed before we commenced work. As clearly stated in the agreement, Apex is not responsible for any yard restoration or related work. You were informed of this prior to the start of the project, and therefore, we will not be covering any costs associated with landscaping. It is important to note that you had stopped the work yourself after removing the plants from your yard.
  We acknowledge that our equipment caused damage to your driveway, and we remain committed to covering those repair costs. However, we have yet to receive payment for the hot water heater installation or the sump pump installation. As with the excavation job, you had the option to halt the installation of the water heater and sump pump at any point.
  There have been multiple email exchanges and recorded conversations between you and our Accounts Receivable team, in which you expressed willingness to pay $6,180 for the services provided. While the specifics of your discussions with our salesperson are unclear, we have made efforts to address your concerns. We have reduced your bill to the amount you requested, $6,180, and further adjusted it by $115 to account for the viewport lid for your Radon system, bringing the total balance to $6,065.
  We have made every reasonable accommodation to resolve this situation, and no further adjustments will be made until the balance is paid in full, or as a gesture of goodwill, you make a payment of at least half of the remaining balance. Please remember that all work was done with your prior approval, and our pricing was transparent throughout the process. The decision to proceed with the installation of the sump pump and water heater was entirely yours, and as such, responsibility for that decision rests with you.
  We look forward to resolving this matter and moving forward.

  Customer Answer

  Date: 10/01/2024

  We do not accept the business response, and counter-offer with the following:

  1. We agree to pay the outstanding balance for the Water Heater only $3,315 (less radon fee) for an outstanding balance of $3,200.  We have said since day one and it is well documented in the emails that we will not pay for this balance UNTIL our driveway repair has been paid for. **************** confirmed just today (10/1/2024) that the completed job on 8/24/2024 has not been paid for by ****. We sent them the information to pay ********* ****** on 8/27/2024. Please send a check for $1,850 to ***** ******, ****************************************************************** immediately so we can resolve the balance with your company as well. We have stated multiple times that we agree to this balance and will pay in cash. We cannot trust your company and refuse to pay a ***** until this balance is resolved with *********.
  

  2. We do not agree to pay the outstanding balance of the Sump Pump $2,750 (with the Radon fee previously removed built back into this) for a total of $2,865. We have provided documentation/accounts of our discussions with APEX salesmen in our attachments and emails back and forth (included in this record) with **** and do not agree that we were sold a product that we needed, and therefore we were frauded. Not only were we frauded on this product, but on the entire bill. As stated, when the digging team showed up and said that something wasn't right with the job and left because of that, we had a feeling that something was wrong, only to find out that your salesman **** lied to us about performing waterproofing on our home, which you do not offer as a service. As stated, the sump pump was never tied into any lines by APEX, which APEX has photos of, which means the sump pump was never 100% completely installed correctly by their team. When the job outside was stopped, there was nothing to tie the sump pump to drain to and the **** PUMP was not needed at that point. They can come and remove it from my property if they would like. I'm not paying for it.
  

  In addition to this, Apex has now rolled our account into collections for the total balance of $6,065. We are livid, as we have agreed to pay a portion of the balance and this needs to be resolved. They have not done anything on their end to provide good service except for reduce the bill by the $115 radon fee. This is minimal compared to the mental health, and physical property damage they left us with a false sale/job that isn't supported by their company. Now they are claiming that the "specifics with our salesperson are unclear" which is absolutely untrue as they have documentation from us of our discussions, plus multiple photos of our home the day the 2nd salesman came out to try to remedy the situation, at which point that salesman admitted the driveway was their fault and they were responsible. I believe the damage to my property/landscaping should also be fixed, as they dug into my landscaping beds when it was unnecessary had the right job been sold to us from day one.

  A brief history of the previous discussions with their company is outlined below:

  8/13 - New balance from APEX finally corrected and sent to us.

  8/27 - Balance for driveway repairs sent to APEX to resolve and remains unresolved. Response received from company that we must first pay outstanding balance before paying for our driveway they damaged. Response provided that we will only pay for water heater and asked them to stop harassing us for payment, as this was stated all along. I asked that they only communicate in the BBB system from here out until resolved.
  

  8/28 - APEX emailed me outside of BBB and asked for clarified intentions of our payment. BBB complaint was closed on their end.

  8/28 - We responded that they were harassing us again and what poor service they were providing by closing the BBB complaint the day after we requested to only communicate through the BBB process. We had several medical issues arise at this time, and ask for their patience to work with the BBB and reopen the ticket/dispute the issue.

  9/16 - Medical issues somewhat cleared up and able to provide response. Emailed BBB on 9/15 and called BBB to reopen ticket. Provided reply.

  9/27 - Received mail from Debt Collector, dated 9/15 from APEX with outstanding $6,065 balance. All of which has not been resolved/agreed to with their company. We had only agreed the charges were accurate, but as stated above, we do not agree to pay the **** PUMP installation.

  REQUEST APEX PAY ***-***** ****** IMMEDIATELY SO WE CAN PROCEED WITH PAYMENT TO APEX FOR SERVICES ON WATER HEATER.
  

  If the balance of Sump Pump is also eliminated, we will deal with the landscaping ourselves. If not, we request the balance of the landscaping repairs $1,470 be deducted from the Sump Pump balance, and we will agree to pay the remaining $1,395 in cash.
  

  

  Business Response

  Date: 10/01/2024

  After several email exchanges and recorded conversations with our Accounts Receivable team, you indicated your willingness to settle the amount of $6,180. In response, we reduced the balance to the amount you requested and further adjusted it by $115 to account for the viewport lid for your Radon system. This brings the total balance to $6,065a significant reduction from the original amount of $9,636.00.

  Please note that the cost of the sump pump will not be removed, as it has already been installed. At any point prior to installation, you could have declined the sump pump, just as you halted other parts of the project. We have made every effort to accommodate your requests and have adjusted the balance multiple times at your request. The current balance reflects a fair compromise, reduced from $9,636 to $6,065, as agreed during your recorded conversation with ******* in December 2023.

  However, you have now requested further reductions and compensation for the driveway, despite not having made any payments for the services performed thus far. Given the circumstances, we must insist on a resolution.

  No further reductions will be made to the current balance. We require a good faith payment of half the outstanding balance before we can discuss any additional matters, including the driveway. We believe this represents a fair and reasonable final offer. No reduction will be made regarding landscaping as you were told before the work began that we are not responsible for landscaping. 

  Customer Answer

  Date: 10/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22084630
  
  I am rejecting this response because: 

  APEX said:  After several email exchanges and recorded conversations with our Accounts Receivable team, you indicated your willingness to settle the amount of $6,180.

  OUR response: We have never agreed to pay the remaining balance. We have said it is accurate only after the fraudulent charges were removed for the services we actually received. Upload the recording versus telling the lies that your telling.
  

  APEX said: In response, we reduced the balance to the amount you requested and further adjusted it by $115 to account for the viewport lid for your Radon system. This brings the total balance to $6,065a significant reduction from the original amount of $9,636.00.

  OUR Response: You ONLY reduced the balance because we identified the billing error that included an Iron Filter that we never received. You have not done us any favors, or offered to remedy the issues. While the reduction of $115 is appreciated, we shouldn't have even had to ever call our ************************ to check YOUR WORK because there were multiple discussions with my wife *** and **** about the fact that we had a radon system. Your team should have taken proper care from DAY 1 to properly install the sump pump system we needed with the correct lid the first time. The only reason we have a Viewport lid is because we asked you for it AFTER our Radon team identified it should have been installed originally. Had your sales team AND install team been knowledgeable enough, they would have done it right the FIRST time.

  APEX said:  Please note that the cost of the sump pump will not be removed, as it has already been installed. At any point prior to installation, you could have declined the sump pump, just as you halted other parts of the project. We have made every effort to accommodate your requests and have adjusted the balance multiple times at your request. The current balance reflects a fair compromise, reduced from $9,636 to $6,065, as agreed during your recorded conversation with ******* in December 2023.

  OUR response:  Again, the sump pump should have never continued to be installed when the job outside was stopped, as there was nothing to tie into. In addition, I have NEVER had standing water in my basement and never needed the sump pump. We asked your salesman **** about a MOLD REMEDY and he told us he would wrap the house in waterproofing TAR material, which is what would require the digging around our property. He didn't even originally quote us for the drain lines that the sump pump had to tie into with an already astronomical bill for services that your company DOES NOT SPECIALIZE in. THIS IS A FALSE/FRAUDULENT SALE and I will NOT pay for the sump pump that I didn't need. You claim that the current balance is FAIR, but the reduction from $9K to $6K was because of the fraudulent sale embedded in our estimate/invoice. Your company has done NOTHING to resolve the issue.
  
  APEX Response: However, you have now requested further reductions and compensation for the driveway, despite not having made any payments for the services performed thus far. Given the circumstances, we must insist on a resolution.

  OUR Response: We have said since DAY 1 we would not pay a dime until the driveway was paid for. Your salesman agreed that it was your responsibility. PLEASE PAY ***State Paving IMMEDIATELY so we can resolve the balance.

  APEX said: No further reductions will be made to the current balance. We require a good faith payment of half the outstanding balance before we can discuss any additional matters, including the driveway. We believe this represents a fair and reasonable final offer. No reduction will be made regarding landscaping as you were told before the work began that we are not responsible for landscaping.

  OUR Response: You say you require a "GOOD FAITH" payment of half the balance but what have you done for us to ensure you will pay the driveway?  Once you had agreed to pay the driveway, you sent a number of repeating emails asking if the driveway had been done yet. Basically you were willing to pay it IMMEDIATELY then, but not now? WHAT CHANGED? We have committed to paying the outstanding balance of the water heater $3200 in cash multiple times. If your service wasn't as terrible as your salesmen, then you would take care of the damage you admitted to being responsible for.

  On Friday 10/4 we called your collections company to make the $3200 payment for the water heater. However, they declined to take our payment until you have resolved the driveway balance and done YOUR GOOD FAITH to fix at least ONE of the several issues you have left us with. We are now waiting to hear back to them before we turn over that balance.

  Additionally, my last offer to reduce the remaining balance by the landscaping fee is no longer good.  We are still requesting compensation or remedy for our landscaping damage which your company dug into my property to "WRAP MY HOUSE WITH TAR AND WATERPROOF IT" -- again, a service you do not specialize in. There was NOTHING left to tie the sump pump into and that job should have been stopped by YOUR TEAM when YOUR people walked away from the outside job because they knew it didn't make sense. Your people WALKED AWAY from the job BEFORE I stopped it officially. Ridiculous!!!
  

  You have caused us nothing but undue stress and now medical issues are resulting from this situation. PAY FOR THE DRIVEWAY!  You are a HUGE company, and you can afford it, or at least that's what **** said to us, as he continued to increase our bill and embed hidden charges into our bill for many services never received.
  
  
  Regards,
  
  ***** And *** *****

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 7/5/24, I had an appointment for an estimate on a home dehumidifier. I received an estimate of $4211.10. At this time, I agreed to have the work done under the agreement that I would pay a $500 down payment, and finance the rest through their finance company. At that time on 7/5/24, the entire $4211.10 was taken out of my checking account. I said this was unacceptable as I did not agree to that. The technician at the time said on 7/5/24 that they were processing a refund. I called on 7/8/24 twice and asked to speak to someone regarding the refund. I was never given a call back. I called on 7/10/24 about the refund. I was never given a call back I called on 7/12/24 3 separate times to request a tracking or confirmation number on the refund. At this time, Shawn (?) told me that the refund had not been processed. I said this was unacceptable and needed a call back. I was told at 1:45pm 7/12/24 that I would receive a call from the customer advocate before 5pm. I never received this call. On 7/15/24, I called at 8:45am and was told the customer advocate would call me between 9:30-10am. I did not receive a call back. I called again at 10:15am and was told again I would get a call back. I am unable to pay my bills and have had checks bounced because this company took our far more money than I agreed to pay. I need this refund to prevent more of my bills from going late and affecting my credit score.

  

  Business Response

  Date: 07/15/2024

  We request that this case be closed. The refund has been processed and is pending on our end until the customer's bank accepts the transaction. Please see the attached invoice

  Customer Answer

  Date: 07/16/2024

  The business reached out to me personally to resolve. Everything is solved now.

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

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In December, I hired Apex plumbing to clear a drain in a rental property that I own. We were told the solution would be $8,121 to fix the portion of the drain with roots in it, which included a one-year warranty. Now, six months later, the drain is clogged again with roots and we are being quoted for another $8,914 to have it fixed again. The technician claims that he told us to replace the whole line in December and that we denied that service. However, the technician was not able to provide any evidence such as a text message, quote, or phone record of this recommendation. We have followed all recommendations from Apex, but they now do not want to stand by the warranty they sold us. Apex has not communicated clearly and has not educated its customers in a way that would allow them to make the best decisions for themselves. Instead, they are looking for ways to avoid following their warranty so they can charge more later. We have tried to resolve this complaint with the company, but was treated rudely (being interrupted multiple times, having my husband's character attacked, etc.) and could not come to any common ground.

  

  Business Response

  Date: 07/02/2024

  We reached out to Mrs. *********** via email on July 1st to schedule an appointment to inspect the line we replaced and determine the current problem. The appointment was scheduled for today after 10:30 am, and Mrs. *********** initially agreed. However, she has since emailed back, questioning the need for additional pictures of the line. Please see the screenshot of the email chain for reference. At this point, Apex is doing everything possible to resolve this issue. If the customer refuses to allow us onto the property to inspect the line, we request that this case be closed.

  Customer Answer

  Date: 07/03/2024

  I am rejecting this response because: while I did indicate what time we were available, we did not confirm or deny an appointment. While I was told they needed to camera the line to see the issue, it was known that Apex completed a camera inspection on June 25th and gave us an estimate of service based on that camera inspection. We have still not received an explanation as to what additional value or information another re-camera inspection will provide to lead to a resolution. This is a tenant occupied home, and we do not want to interrupt our tenant's day without understanding the purpose of the requested service and understanding how it will help lead to a resolution. The attached emails and estimate clearly indicate that we have worked diligently to try to reach a resolution, but have been denied by Apex to do so. We are seeking for a repair of the clogged drain to be covered under the warranty and Apex has been cleared to begin that work immediately. There is no delay toward resolution on our part. Apex claiming that we are blocking the move toward resolution follows the pattern we have seen of poor communication.
  
  Regards,
  
  ***** ***********

  

  Business Response

  Date: 07/05/2024

  Good Morning,
  
  As stated in Mrs. ***********'s signed invoice and estimate, new installations come with a one-year labor warranty. This warranty exclusively covers the work we performed and does not extend to existing pipes in the vicinity. The issue Mrs. *********** is experiencing involves tree roots in a pipe located 3-8 feet away from the pipe we replaced. This affected pipe is situated in a corner of her yard, extending into her neighbor's yard where a tree is causing the problem.
  
  In December 2022, our Project Manager **** conducted a verbal discussion with Mr. *********** on the property after running a camera through the line. During this discussion, Mr. *********** was presented with the option to replace the entire line, which Josh recommended. However, Mr. *********** opted for the more cost-effective solution. While we could have benefited financially from the more comprehensive repair, we respect our clients' decisions and do not pressure them into services they do not want. As a result, the completed job was for $8,121.
  
  Mrs. *********** now requests that Apex cover a pipe we neither fixed nor repaired under the warranty of the pipe we did repair. This request is illogical and unreasonable. She has stated on a recorded call that had she and her husband been informed about the need to replace the additional line, they would have paid for it then. However, when presented with the cost to repair that pipe, she refused and insisted it be covered under the warranty of the pipe we fixed.
  
  We feel we have taken all reasonable steps to resolve this issue, including offering a free hydro-jetting service to cut through the tree roots in the pipe we did not repair as a temporary solution. The necessary repair involves a complete replacement of the pipe, which we would have done if that had been Mr. ***********'s decision. He opted for the cheaper solution, reflected in the provided estimate.
  
  We have attached the new estimate presented to Mrs. *********** on June 25th, which she has refused to pay. In conclusion, we will not replace this pipe under the warranty of the new pipe.
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/11/2024

  I am rejecting this response because: as a correction to Apex’s response, the original job was completed in December of 2023, not in December of 2022.
  

  Further, while Apex claims that they recommended a full-line replacement and that my husband and I denied this recommendation, this is untrue. A full-line replacement was not offered or recommended as the solution to the clogged drain in December. When prompted in the emails (attached), Apex acknowledges they have no documentation (an estimate, phone call, text message) of offering this recommendation. In addition, we had a separate service completed by Apex in October of 2022. During this service, we followed all of Apex’s recommendations. It does not follow our history as customers of Apex to deny any recommended service. The reason it is an issue to pay now is that in December, we did not have the warranty of work in place. We were calling Apex understanding that they would recommend a complete solution to the problem we notified them of, which they did not do.
  

  Finally, we have since had this problem inspected by a different plumber, who came to the conclusion that there are additional blockages beyond the 30 ft. of sewer pipe that Apex fixed with large roots that could not have grown within only the past six months (see attached estimate from *** ******). In the recorded phone call with Apex, the technician claims that the line was clear when they completed this job and that those roots were not there six months ago. This is the crux of our complaint: when we called Apex in December, we expected them to recommend a complete solution, which they did not do. The solution they offered (the 30 ft. of sewer pipe) is incomplete and faulty for the problem they were called to assess and fix. In the estimate from *** ******, the plumber also states that the solution Apex recommended in the new estimate would not have been approved by the city of Columbus because of multiple offsets. This adds to the pattern of Apex recommending incomplete and faulty solutions to the problems they are called to fix.
  We have tried to resolve this with Apex by allowing them to fix their mistakes by finishing the solution they should have recommended in December under the warranty of the work they did complete, which Apex refuses to do. 
  
  Regards,
  ***** ***********

• Initial Complaint

  Date:03/16/2024

  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.

  2-27-2024 I had a main service water line Leake. Apex came out "Shawn" was the representative thatcame out to give me a price. We agreed on the price for the water line to be replaced from inside the house all the way to the street. In the process of replacing ing the water line, they hit my gas line. They said the gas line would have to be replaced from the street to all of my gas appliances inside of the house. Shawn was pretty rude with his comment. He said we would be responsible to get it replace and fixed and we qould have to pay for the replacement. It got down to the 20's that night and we had no heat for two or three days while it was that cold out. Shawn said Apex was not responsible to pay to have it fixed and that we would have to pay the bill. The job went from 7,000 dollars to close to 20,000 dollars because of their mess up. We shouldn't have to be responsible for their mistake. When they came back out to fill the ditch in, the guy on the excavator hit my house twice. Hit it hard enough to shake the whole house. Theu was also parking in front of my neighbors house outby the street and tore up some of their yard in the process that's by the side walk. I do have pictures. The whole process was just a nightmare. But I feel we shouldn't have to be responsible for their accident with the gas line. Apex does have insurance and they should be failing a claim or something to get this matter of the bill taken care of.

  

  Business Response

  Date: 03/18/2024

  We are currently looking into your complaint. Our customer advocate will reach out to you within 24-48 hours to speak with you regarding a resolution. Thank you for your patience!

• Initial Complaint

  Date:03/07/2024

  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.

  I hired Apex in June 2023. The work was supposed to be completed in 3 weeks. Since I hired Apex I have had two failed Columbus City inspections, gas line run under the ceiling joists which required a soffit be built to cover it, the shower valve was installed off center and had to be fixed (only after repeated complaints), the bathroom vanity plumbing had to be adjusted because the installers didn't measure the back of the vanity to ensure a proper fit, the toliet plumbing is 3 inches too close to the wall per code, the cold water and hot water lines were installed incorrectly which caused luke warm water throughout the house (this was only fixed after multiple calls). Now I have discovered the water hose connection in the front of the house doesn't work. The water turnoff is covered in the new drywall. So the drywall will need to be cut and repaired. I have been billed over $22,000 from Apex. To spend that much money and have this many issues is unacceptable. I'm tired of calling them to come out here and fix their mistakes. I'm also tired of paying other people to fix their mistakes. I want my money back.

  

  Business Response

  Date: 03/07/2024

  Thank you for bringing this matter to our attention. Our Customer Advocate has been notified of your complaint and is currently conducting a thorough investigation into the claim. Our priority is to understand all aspects of the situation fully and to address any issues promptly and effectively. We will be in touch!
  

  Customer Answer

  Date: 03/22/2024

  I am rejecting this response because: I spoke with the customer service advocate earlier this week and am still waiting for a resolution to my complaint. 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 03/22/2024

   I am writing to provide clarification regarding the water line installation project carried out at ******* ********* home by Apex.
  Upon completion of our contracted work, it was observed that there was no drywall present on the framed walls of Mrs. ********* home. Subsequently, Mrs. ******* engaged the services of an independent contractors, not affiliated with Apex, to install drywall on the framed walls. 
  

  It has come to our attention that the contractor responsible for the drywall installation failed to include an access panel for the isolation valve connected to the anti-siphon sillcock, which was provided and installed in compliance with code requirements by Apex. It is standard practice for access panels to be included by the drywall contractor during the installation of new drywall.
  Please note that the contract between Mrs. ******* and Apex did not specify the provision of an access panel, as no drywall was present in the home during the time of our work. Therefore, Apex cannot be held liable for the absence of an access panel.
  Any issues that Ms. ******* had regarding her install service have been addressed. The last date that we visited her property was on February 3rd, 2024. This was for an issue with her customer-supplied water heater that we installed. 
  In light of the above, Apex will not be issuing any refunds as all work outlined in the contract has been completed satisfactorily.
  

  
  

• Initial Complaint

  Date:02/29/2024

  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.

  On Nov 4, 2023, Apex plumber came to my rental property -- **** **** ***** ***** ********* ** ***** ***. The plumber fixed a leak in the bath tub and also pull and reset the toilet. I paid $914. On Nov 18, 2023, my tenant reported water leak coming up from under the floor boards near the toilet. I called Apex and they told me that their first available time is Monday Nov 20. Since it is an emergency that needs to be resolved ASAP, I called Mr. ****** and was able to schedule an appointment on Nov 19, 2023. On the morning of Nov 19, Mr ****** plumber fixed the water leak. I paid $742.84. I disputed $914 charge via my credit card company due to the unsatisfactory job Apex has done.

  

  Business Response

  Date: 02/29/2024

  Thank you for bringing this to our attention. We are currently looking into this complaint and someone from our offfice will be in touch.

• Initial Complaint

  Date:01/29/2024

  Type:Billing 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 pipe burst on our main water line. We had a walk through with Josh on 8/7/2023 and thought his estimate was high at $6,300.00, but with a small river flowing through our neighborhood we did not have time to shop around so we signed up for 18 month/0% interest financing with ******** and scheduled the repair for 8/16/2023. Waiting over a week without water pressure was frustrating, but when they did not show or call on 8/16/23 after I took an unpaid day off work to let them in the house, I had to contact them repeatedly only to be told they had a problem with our original lender and needed to change our financing over to *********. The plumbing work was finally "completed" very poorly on 8/22/2023 after two full weeks of constant water flow damaging our neighborhood and with our entire yard and most of our sidewalk destroyed in the process. It took nearly another month of constant contact with Nate and also Rebecca (head of excavation) to have them repair only ONE of the THREE sections of sidewalk they destroyed for the sum of over $1000. When I tried to make payment with ********* on the balance, I found I could not do so. After great effort I managed to contact ********* directly, at which time they explained that Apex had never reported the work as completed, so I would have to contact Apex to have them resolve this. 3 days later with me calling all 3 contact numbers I have multiple times daily and being told flat out lies that I would receive a call back from their billing department, the issue is still unresolved and I fear this may soon damage my good credit rating which took literal decades to build.

  

  Business Response

  Date: 02/05/2024

  Thank you for bringing this matter to our attention. We are curently looking into your concerns and our Customer Advocate will be in touch to get more details as we look to resolve this issue.

  Customer Answer

  Date: 02/13/2024

  You have filed my complaint number ******** incorrectly as having been addressed by the company when this never occurred. They never attempted to contact me with anything close to a resolution either way and never addressed the complaint other than to say they saw it. I did not give a response when prompted because there was no new information to give and I was not notified of any time frame in which it had to be received. I would ask that my complaint to be reopened if possible.

  

  Business Response

  Date: 02/13/2024

  I am writing to provide you with an update on the ongoing resolution process for Mr. *****'s case.
  Our collections manager has been diligently working with Mr. ***** to address the issue regarding the funding of his loan. On January 29th at 10:42 am, our collections manager took the initiative to send Mr. ***** the necessary ********* form required to process the loan. We are pleased to report that Mr. ***** promptly completed and returned the forms, expressing gratitude for our manager's assistance.
  As of now, we are in the waiting phase for ********* to process the submitted form and proceed with funding the loan. We are fully aware of the inconvenience this situation has caused Mr. *****, and we genuinely appreciate his patience throughout this process.
  However, it is crucial to highlight that the services we provided incurred costs in terms of manpower and other resources for the project that was completed on August 22, 2023, leaving us without any compensation for our efforts.
  Given these circumstances, we must respectfully reject his request for a full refund. We want to emphasize that our team is unwavering in our commitment to resolving this matter, and we eagerly await *********'s response to expedite the funding process.
  We understand the sensitivity of this situation and want to assure you that we are making every effort to reach a satisfactory resolution for all parties involved. If there are any additional details or concerns that require attention, please feel free to reach out to our team at your earliest convenience.
  
  

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because: While the company has indeed incurred cost for labor, we have similarly incurred costs for the damage resulting from their gross negligence and on the invoice we agreed to "Apex is not responsible for reimbursement for work performed by any other company or individual. EXCEPT FOR GROSS NEGLIGENCE and misconduct by Apex". Additionally we did not ever receive one of the listed items included on the same invoice, namely "PROMISE The Apex Promise: Your 5-Star Satisfaction Guaranteed!". We continue to have poor water pressure as well that is distressing and interrupting our appliances that rely on steady water pressure (dishwasher; tankless water heater; washing machine; bidet; toilet) and we remain unable to make payment on this shotty work. This forces us to put money aside which we would otherwise have spent having the "repairs" fixed by another more competent plumbing company.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 02/14/2024

  We have meticulously documented and recorded all calls and communications from August 2023, when the excavation work was completed, until the present moment. Notably, Mr. Olsen did not raise any concerns, including those related to poor water pressure, during this timeframe.
  Recognizing the importance of customer satisfaction and acknowledging that the project is covered by a 1-year warranty, we are committed to promptly addressing Mr. Olsen's current concerns. We are more than willing to send a technician to assess the reported issues. Our dedicated Customer Advocate will initiate contact with Mr. Olsen tomorrow to coordinate a convenient schedule for this inspection.
  Should it be determined that the current water pressure issues are connected to the work conducted in August, we assure you that necessary corrective measures will be implemented promptly and at no additional cost to Mr. Olsen.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Apex was hired to install a sewage grinder pit on a new construction home located at ********** ** ** ************* ** *****. they failed to pull permits and started work without correct permit or approved. This was quickly discovered and addressed with Apex, however Apex delayed the job several weeks causing a overlap in construction at the time power was to be turned on. Due to the overlap, Apex was given priority to work on property and AEP was rescheduled to 12/22. This was communicated to Josh our project manager. Apex has since been aware that power has been on since 12/22, and was reminded in writing on 1/4 but has failed to schedule a final inspection. Apex also has invoiced for RV dump station install inclusive of grinder pit job in the amount of $14318, however the RV dump station was never installed, and Apex has produced no such signed agreement that proves I agreed to this amount. Additionally, RV station was not permitted to be installed per SWLWS as they do not permit them. This woul dhave been easily avoided had Apex pulled correct permits to begin with. Original estimate I signed and authorized was for $12847. The final bill needs adjusted to show total contract amount of $12,847 less $5623.50 prepaid. Without a final inspection and corrected bill, Apex remains in breach of contract for completion and billing on this job. Balance will remain withheld until Apex completes work and bills correctly.

  

  Business Response

  Date: 01/18/2024

  Dear ******
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. Our Customer Advocate has been in touch with you and will continue to work with you to get this matter resolved fully and to your satisfaction. Thank you for your patience and if you need anything, feel free to reach out to us at directly at *************
  

  Customer Answer

  Date: 01/25/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Apex installed a furnace and AC unit in my home. Our settled price was at around 12,000. Through their credit union I was approved and signed on for a 36 month 0 percent interest payment plan. After the work was completed they contacted me saying that due to my location my loan application ended up being rejected despite it already being approved. They attempted to get me to sign a document stating I worshipped in a county that was covered by their credit union. I refused stating I didn’t feel comfortable lying on a contract. They have since said it was not their problem and that the 36 month no interest loan was available. We both signed the agreement based on those specifications. They are now trying to get me to sign a different loan with shorter payment periods with interest after 18 months. I find this completely unacceptable that they are not able to stand with the 36 month 0% interest loan that we agreed on and that I was approved for.

   

  

  Business Response

  Date: 11/07/2023

  We called the customer and are waiting for a  return call to try to see if we can come up with a resolution.

  Customer Answer

  Date: 11/14/2023

  I accept the business's response to resolve this complaint.
  Regards,
  ***** ******