ComplaintsforApex Supply
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Complaint Details
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Initial Complaint
10/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.