Getting a fake apology is easy, getting actual admission of wrongdoing is hard. The former is embarrassing, the latter can be used as evidence in later lawsuits. This is precisely the reason why criminal prosecutions of companies result in the company admitting no wrong but coincidentally agreeing to a 8 to 9 digit fine.
I think the difference is between a fake "We are sorry you feel this way" and a real "we messed up big time on this. For starters, here's what we will do to make sure it doesn't happen again".