Apex Energy Solutions LLC

We are sorry to hear about this negative complaint The customer in question did reach out to Apex in January and we immediately send the service request to [redacted] our manufacturerWe were told the service was handled months later we received another email from the customer stating that his problem was not addressed Apex, again reached out immediately to our manufacturer and again, was told it was being handled Unfortunately the manufacturer dropped the ball and never communicated with Apex that this cracked glass issue wasn't handled Finally, we were notified again in October that this customer still had not received his service We have since rush ordered the glass and have scheduled a service with the customer It is never our intention to leave anyone "high and dry" Unfortunately, a communication breakdown has occurredIn the future, we advise all customers with service issues to contact Apex as soon as something isn't handled appropriatelyWe are sorry for this breakdown and are willing to do whatever it takes to make this customer happy

We are sorry to hear about this negative complaint.  The customer in question did reach out to Apex in January and we immediately send the service request to [redacted] our manufacturer. We were told the service was handled.  6 months later we received another email from the customer stating...

that his problem was not addressed.  Apex, again reached out immediately to our manufacturer and again, was told it was being handled.  Unfortunately the manufacturer dropped the ball and never communicated with Apex that this cracked glass issue wasn't handled.  Finally, we were notified again in October that this customer still had not received his service.  We have since rush ordered the glass and have scheduled a service with the customer.  It is never our intention to leave anyone "high and dry".  Unfortunately, a communication breakdown has occurred. In the future, we advise all customers with service issues to contact Apex as soon as something isn't handled appropriately. We are sorry for this breakdown and are willing to do whatever it takes to make this customer happy.

Initial Business Response /* (1000, 8, 2015/09/25) */
We resolved and repaired the three screens she is referring to the next day after we received her email. Our service tech had a mix up with customer last names and that is why the screens went unnoticed for longer than expected. The Apex...

office was never told of this issue until the final email was sent and right away it was taken care of. Unfortunately this could have all been avoided if the office was called and made aware of this issue.