Apexx Equipment, Inc.

Complaint: ***
I am rejecting this response because: The unit has been sent to a different distributor and they found a problem with the hardwareMy entire complaint against APEXX has to do with their inability to honour a month warranty on a defective productInstead I was told I would have to pay them more money because of their restocking fee requirementsThey sold me a defective productHow can a restocking fee apply to a defective product - it should have been repaired UNDER WARRANTY and returned to me in full working conditionThat would have been an acceptable resolution but that isn't what APEXX offered. They didnt want to work with me on this before but now they think there is some middle ground? I am fed up with APEXX and their lack of service -I want nothing more to do with themThe only acceptable resolution is APEXX honouring the month warranty, taking back their defective unit and refunding me in full.
*** ***

Good afternoon,I apologize fir the delay in respondingI needed to research this and make sure I had an update on resolution before I did respond.I have commitments from all involved that the EKG Leads have gone through the evaluation process and the paperwork per corporate policy will be completed
by the end of next weekYou will be getting a call from either *** or *** to process the refund.In addition, your monitor has also been evaluated and that offer for purchase will be presented at the same timeYou can choose to take it or we will ship the monitor back to you once you make that decision.I realize the process has taken time, but we get trade ins daily, and they are put through our process on a first in basisThere were many pieces of equipment that needed evaluation ahead of yours.As for the EKG leads, there is some similarityThey need to go through a testing and QC process, to make sure they are in new and working orderAlthough it took longer than you expected, when I asked about the progress on these, they had been through the majority of that process and I asked that the final stage be sped up.Full resolution of both should be completed by Friday, 4/21/ *** *** * *** ** ***

In response to the following complaint:When the clinic initially contacted us, we ran through our standard troubleshooting and based on the information from the clinic, we believed it to be the Blood Pressure TubeOnce they received the new tubing and we tested it with them, we determined it was
not the tubeAt this point we told the clinic we needed video of the issue as is a fairly standard procedure so we can see what the equipment is doing in the fieldThe first video was not view able and we told the clinic we needed another. When it came down to what was wrong with the machine, it was determined it needed to come into our facility for a warranty evaluationThe clinic refused to send it in, demanding a refundWe even told them we would replace the unit outright, and their response was to hang up on us.We have a standard restock fee on all returned items, clearly stated on our website. We tried to replace the unit, the clinic responded by hanging up on the CSR and the sales person.In addition, the clinic informed us that they did not use the monitor for nearly months after they received it. We would still be willing to replace the unit, but if they return the item, the restock fee willnot be able to be waived.*** ***Director of Operations

Final Consumer Response /* (2000, 6, 2015/10/15) */
The product was delivered today

In response, no statements were false. Significant fact finding was done by both me and the sales rep. The customer had access to the website which clearly states our warranty and return policy. Although the resolution we propose is not to their satisfaction, we would be willing to find a middle ground.

Initial Business Response /* (1000, 6, 2015/12/01) */
We have been in contact with Dr. [redacted] and are processing a full refund for her as of 12/2/2015.

Final Consumer Response /* (2000, 7, 2015/09/28) */
On September 15th, 2015, I submitted a letter with my complaints to Apexx Veterinary Equipment. Mike, a representative, did respond that he was consulting with a supervisor. They got back to me September 17th via email stating that they would...

refund the asked for amount of $1381 for the unauthorized repairs on the sold equipment. They also had sold my portable x-ray machine and said they would send the full sale price minus their consignment percentage, which amounted to $3661.50. They also were going to ship my remaining equipment back to me the next Monday, and email me with the FedEx tracking numbers. I did get an email Monday, September 21st, 2015 with Fedex tracking numbers. On Wednesday, September 23rd, 2015, I received 3 boxes with my remaining equipment, minus an ophthalmoscope attachment, which they forgot to tell me had sold. I will receive the check for that in early November. The rest of the equipment was packaged thoroughly and was in very good condition upon receipt. I received the check via FedEx on Thursday, September 24th, 2015 in the amount of $5042.50. I am satisfied that this complaint is resolved. Thank you!