Warranty claim denied by Premium Residence Enterprises

I'm updating my complaint because Premium Residence Enterprises finally contacted me today. They've offered to replace the smart thermostat, but I've requested a refund instead since I've already purchased a replacement elsewhere.

Dear customer, I am reaching out regarding your recent complaint about our upgrade plan. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Account Manager at Premium Residence Enterprises, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $308.17 to your original payment method 2. Added a $308.17 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-D7B0A6A7 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Michael Lewis Account Manager Premium Residence Enterprises

ComplaintNest Administrator Notice: This complaint has been verified and documented in our system. We have notified Premium Residence Enterprises of this issue through multiple channels. They have acknowledged receipt of this complaint on April 30, 2025 and have assigned it reference number REF-D7B0A6A7 in their internal system. We recommend continuing to work directly with the company while we monitor the situation. Please update this complaint if you do not receive a satisfactory response within 10 business days. ComplaintNest Resolution Team