ComplaintsforA-pollo Windows And Doors Ltd.

• Initial Complaint

  27/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quote: **** Quote Created: Sept **, 2020 Product: Windows and patio door Summary: We had windows installed by Apollo ***************************************************** after the hail storm in June 2020. The discovered the windows were faulty in the winter of 2020, as our windows started to have frost and our house was always cold. The patio door was not installed properly, the water from the snow kept coming inside and damaged our hardwood floor. The water from the windows kept coming and wrecked the casing our windows and walls as well. We contacted *********************, he sent a technician and he informed us that there was no insulation installed when installing the windows. Then the owner sent another et of technician to come take off the windows and install insulation. But windows still are faulty, the door is installed crookedly and is uneven. We have contacted Apollo Windows and Doors **** several times via phone and through emails. No one has been responding to us. It's been *** years and we have mould staring to develop. Every time we tried to call them, they say ************* is not available. He refuses to take care of this issue. I have asked other companies to come inspect the windows and doors and have discovered that the windows are faulty. I have quotes from many other companies to fix this problem just with windows and doors that this company has installed. The minimum cost to fix everything is $*** including the installed windows, patio door, walls, hardwood and window casing. Everyone we know who got windows installed have the same issue with their windows and this company refuses to do anything about it. We would like the windows to be inspected by a third party inspector, which they should pay for and get refund because I have no trust that they can fix this. Your investigation and support will be appreciated. Please see some photo proof attached.

  Customer response

  28/05/2024

  I just want to bring it to your attention this issue we are facing is just for the windows and door installated by Apollo not with other windows that were installed by the builder when the house was purchased in 2013. This company only replaced * windows and a patio door. There are several other windows that have not be changed ever since we got this house built. 
  

  if you need any other clarification please dont hesitate to contact me.

  Thank you

  Customer response

  28/05/2024

  I just want to bring it to your attention this issue we are facing is just for the windows and door installated by Apollo not with other windows that were installed by the builder when the house was purchased in 2013. This company only replaced 9 windows and a patio door. There are several other windows that have not be changed ever since we got this house built. 
  

  if you need any other clarification please dont hesitate to contact me.

   

  Thank you

  Customer response

  28/05/2024

  See attached file.

  

  Business response

  08/06/2024

   This is the response to the above statement, as you can see on the as the windows were installed after the 2020 hail storm, and it is a few years to date. To make it clear, you can look in the invoice the windows were made with CLEAR on CLEAR glass, hence no protection. They were advices to put LOW-E coated glass for better UV protection and ER Value ,U value, SOLAR HEAT GAIN and TRANSMISSIBLES. They have opted out of such as the cost was higher and did not want to invest on the better window. I don't want to elaborate on this discussion as it was insurance money paid out to the customers and they all had many other projects shortlisted on the same budget. As mentioned I have visited the house and have mentioned to them multiple times that they have to invest in a better sealed units hence giving them the option to help them out, but there is always a cost associated to the upgrade. The customer denies the option and demands to be done for FREE. If you look at the picture provided by the customer  it clearly shows HIGH CONDENSATION and it is mostly dues to high Humidity in the house and also the clear on clear glass has no coating to protect it from the cold or hot days.

  

  Business response

  08/06/2024

   I have advised to them to replace the sealed units(Glass) , and I was willing to help them out on the cost but they only want things for free which at any business level is not accepted. It also states clearly on the Warranty attached that there is no warranty on condensation as it is not a window issue , it is how you control the humidity inside the house. There is a lot of articles in You Tube and ****** on how to control condensation  and also a Blog on our website on same, as ******* has a very dry climate and everyone wants to crank up the humidity inside the house. To conclude, the customer has to replace all his sealed units to LOW-E Coated glass, better yet install triple pane glass , which they already have a quoted for , but prices may change due to the time , but having said that they have to control the humidity inside the house , that is the biggest thing they have to control.  

  Customer response

  17/06/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I do not agree with the comment/statement from Apollo Windows and Doors. I never received any advice to replace the sealed unit/glass. In fact, I was assured that the quality of windows and doors I was receiving was exactly the same as those damaged during the hailstorm. It is surprising that the company is now saying that all units need to be replaced with LOW-E coated glass or triple-pane glass. I never received any quote or recommendation for this before.
  What is also ironic is that Apollo Windows and Doors is stating that the condensation issue with the windows is not covered under warranty because it is a humidity issue in the home, not a window issue. I would like to ask the company why the windows originally installed in my home in 2013, which were not damaged during the hailstorm, are not experiencing any condensation issues.
  If my home had a condensation issue related to humidity levels, then my older windows from 2013 would also have problems, which they do not.
  Apollo Windows and Doors needs to stop generalizing that "everyone wants to crank up the humidity inside the house" and instead fix their defective windows. Business owners need to stop blaming customers and be held accountable, especially since we have been complaining about this since the winter of 2020. Furthermore, we also emailed Apollo Windows and Doors in 2023 despite voicing our concerns many times in the past but never received any response. I do not think this is acceptable at any business level.

  Sincerely,
  
  ***********************

  Customer response

  20/06/2024

  Hi ***, 

  Sincere Apologies for providing a late response to your question. The warranty documents were submitted on May **, 2024. I was unable to get these documents into you yesterday due to some personal reasons. Please see attached documents of warranty. The warranty is for * years and is elapsing next year. The windows had an issue from day * they were installed and Apollo Windows has been ignoring us to bide time. After numerous attempts made to contact them. 

   

  Please see attached warranty documents again for your review. 

   

  Thanks,

  ***********************;

  

  Business response

  21/06/2024

  Good Evening

   

  As you can see the attached warranty as it clearly states that condensation is not a window performance issue, and is not covered by warranty.

  On the pictures it is all condensation and only solution is to replace the glass ,hence they have to control humidity inside the house. I don't have much to say as I have clearly stated on the previous dialogue that I have offered them all the avenues to solution and they are not ready to take any and looking for a free replacement. I hope i have explained in detail on the situation and also there is a lot of articles on the Net on condensation and how to control it.

  Thank you

   

• Initial Complaint

  19/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company started off with promising us this job will be finished for my child's grad in June. Job started in the beginning of June. They started then stopped saying the materials weren't finished. Then it was weeks again till they had some more materials to install. Made a huge mess inside and out! We covered our furniture and moved them just for them not to show up. We were living in a mess for * months!! They would come randomly do a couple things then not come back for weeks. The doors aren't installed properly and were the wrong sizes (waited more time). clear silicone was used on the windows inside and out. One window was built with casing flush with the wall. Chunks of stucco missing outside on more windows. Owners are avoiding phone calls. This job is not done we still have not casing on *************** window and it is nearing November! Owner needs to come back and write down what needs to be done and supervise this job and finish it.

  Customer response

  07/11/2023

  The owner has met with us and is rectifying most of these issues. 
  Thanks

  Customer response

  22/11/2023

  He said he will be finishing the work in the spring. Promised us it will be fixed. 

• Initial Complaint

  19/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 windows from Apollo windows on ******** *. At this time, I was renovating my home and the measurements were taken by my general contractor. The plan was that Apollo Windows would supply the windows and my general contractor would install them. These were ordered under Estimate ***** for the supply of 2 windows at *****.Apollo Windows notified me that the windows had been completed. My general contractor chose not to perform the install. I reached out to Apollo for the install. Understanding that these windows had been measured by someone else, I requested that Apollo come do the measurements. I needed this confirmation that they would fit before moving forward with them for the installation. Apollo confirmed that the windows would fit. Apollo sent me Estimate ***** for the installation of these 2 windows at *****. I signed the estimate on *** **. The payments were made by 2 e-transfers to ****************************************************** on *** ** ****** and *** ** *****).The installers came on *** *** They said the windows wouldnt fit and left. The main office said that the windows would not fit and that I would have to order new ones. They provided me with a new estimate for the supply of 2 new windows. I called the main office on **** ** and requested to speak to the owner ****. I explained that I would not order new windows and that I would like a refund for the installation cost. The owner agreed that they should refund me because they had not provided the service. She said she would follow up on the refund.I followed up again on **** ** and the owner said that she had passed the refund request to a team member. I followed up on **** ** *** **** ** and could not reach the owner to get an update or timeline. I requested a call back on **** ** and did not receive one. I sent an email on **** ** and received no reply. Apollo has become unresponsive and I cannot reach anyone who can resolve this. I would like a refund for the installation cost of ******

  

  Business response

  31/08/2023

  This refund was processed on the installation that she / he complaint on

  I will send a verification on the reply
  

  Customer response

  31/08/2023

  
  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.
  
  Sincerely,
  
  ***** *********

*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. ↩