Apex Fire Services

Thank you for allowing us to address and respond to this complaint
Our records reflect that a refund check in the amount of $was issued to *** *** the rental customer indicated on our rental agreement, on 2/to the address indicated on the agreement
Our agreement also stipulates that upon the event of a rental cancellation, the customer will forfeit their deposit and half of the rental amount However, since it was such a short rental period and the equipment was returned unused, we determined that we would return the entire amount of the rental and the deposit in good faith to the customer Our agreement stipulates that refunds are made via company check within business days of return, which is what we did
We were notified in mid-March by *** *** that his son had not received the refund After further investigation, we determined that we had not received the check back in the mail nor had it been cashed We issued and paid for a stop-payment to our bank *** *** became agitated that the process was not moving fast enough and stopped past our facility displaying behavior that members of our staff were not comfortable with After further discussing the matter with our financial institution, we determined that considering the circumstances, it would be best to issue a Cashier's Check from the bank and resend it to the customer via Certified Mail to defuse the situation, which is what we did Both the Cashier's Check and Certified Mail were addressed to *** *** the customer listed on our agreement
The Certified Mail receipt was signed for on 3/by *** ***Upon receipt of the green return Certified Mail card, we assumed that this matter was resolved and that the customer was taken care of Now we are being notified by our credit card processor that the customer is disputing the inital credit card charge, days AFTER receiving an in-full refund that we made in good faith
All related documents to this complaint are attached Should you have any questions, feel free to contact me directly