Complaints

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:10/16/2024

  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.

  We worked with **** to procure the fixtures for our shower in our newly renovated master bath. We are happy with the Kohler fixtures that were installed, but **** is just a supplier, so youre paying extra verse ordering direct from manufacturer for just three things:1) see the product in person in a showroom 2) receive expert help in product selection 3) ensure you have all the right materials, and get it fixed if you dont Apex failed on 2/3 of their value propositions to us.After paying nearly $300 for a simple 24 pipe recommended by Apex, they delivered it missing its cover plate. Worse, it was a poor recommendation to begin with, as two feet was much too long and positioned the rain head too low. As with most construction projects, we didnt realize this until plumbing install day. Immediately, we called *******, our showroom consultant. No answer, so we left a voicemail. We called the next day. ******* was on vacation, so we talked to a colleague. She didnt want to mess with his files, so she couldnt help us. Ultimately, we ordered a correctly sized pipe off Amazon for $12. Yes, $12. Whats the difference between the $300 pipe and $12 pipe? $288 other than that, I couldnt tell ya.Anyways, no one ever did get back to us. After the project, we tried to return the worlds priciest pipe. They wouldnt take it because it was missing the plate that they didnt deliver. Had it not been missing the plate, they would take it for a 25% restock fee.

  

  Business Response

  Date: 11/18/2024

  Dear *****,
  
  Thank you for taking the time to share your feedback, and were glad to hear that you are happy with your Kohler fixtures. We take great pride in providing quality products and service, so its disappointing to learn that your experience didnt meet your expectations.
  
  Id like to address some of the details regarding your concerns. Your purchase was made on 8/20/24, and the item was shipped on 9/03/24. According to our records, you confirmed that the product ordered was correct, and we have the email communication supporting this confirmation. As per our special order agreement, returns are accepted, but all components must be intact for us to process the return. In this case, the item was missing the cover plate, which unfortunately prevented us from accepting the return, even though we would have otherwise accepted it, albeit with the standard restocking fee.
  
  We understand that there were some frustrations with timing and communication. *******, your consultant, was on vacation from September 27th to October 1st, several weeks after your product was shipped. During this time, his colleague was available to assist, though we understand this may not have met your expectations. Our team takes customer service seriously, and we regret that this led to further delays in resolving your concerns.
  
  We also did a thorough check of our phone and email records, and unfortunately, we were unable to locate any messages or calls related to the issue during the timeframe mentioned. Had we been made aware of the situation, we would have gladly followed up and worked to resolve it.
  
  We appreciate your feedback, and while we regret that this situation didnt go as smoothly as either of us would have liked, we would be happy to assist you in any way we can moving forward. Please reach out to us at ************ so we can further discuss this matter.
  
  Thank you again for sharing your experience, and we hope to have the opportunity to work with you in the future.
  
  Apex Supply Company

  

  Business Response

  Date: 11/19/2024

  please see attached for a copy of the email provided by the business. 

• Initial Complaint

  Date:10/30/2023

  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 purchased a Newport Brass faucet set here on September 20, 2019, and it failed in shortly over 3 years. We reached out to Apex since the product was still within its 10 year warranty. ********************* was initially very helpful at contacting Newport and assisting us in having replacement parts sent. None of the parts sent ever worked. ******* finally found a plumber who could at least get us water pressure in the kitchen after several months with it sporadically working. However, the faucet still does not work perfectly, and has a part missing that is visible to anyone using the sink. The plumber told me ******* was ordering either new parts or a completely new faucet, and I would hear back. I did confirm with ******* that she had ordered us a new faucet. After hearing nothing for MONTHS, I emailed ******* on July 27 and she said the new faucet was in production and would be shipped out around September 6. That is the last time I heard from *******. I have emailed several times, left her a voicemail, and left a message with their receptionist. I need to know where the faucet it and if it was in fact ever ordered.

  

  Business Response

  Date: 11/13/2023

  After speaking with the parties involved on our staff at the ************* location (not Sulphur Springs,as the business information of this complaint suggests) we have started the process of resolving this issue for *********************.
  
  For situational awareness, we are a plumbing supply company and we do not offer a repair or installation services.
  
  As she mentioned in her statement, the Newport Brash faucet ********************* purchased was faulty. Newport Brass warranty states "[they] will provide replacement parts for defective products" and will not completely replace a defective unit after installation has occurred. After determining that parts were needed at the suggestion of a licensed plumbing professional, we placed the additional parts from Newport Brass on order.As they arrived, additional attempts were made to complete the repair, but they were not successful.
  
  At the suggestion of one of the plumbing service providers, a new faucet was ordered on July 21st,this unit arrived at our ************* location on September 6th.The service provider that suggested that the faucet be placed on order was notified at that time. Responsibility of the payment for the unit was in flux and therefore never collected for installation.
  
  Upon receiving this complaint, we decided to absorb the cost of the reordered unit to satisfy the customer to the best of our ability. Reinstallation date for the unit is tentatively scheduled for 14 November.