Warranty claim denied by Retreat at Paradise

After speaking with Alex Jackson from the Service Excellence at Retreat at Paradise, I was told they would escalate my case, but it's been 5 days with no follow-up. This level of customer service is disappointing.

Dear customer, I am reaching out regarding your recent complaint about our repair service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Senior Customer Representative at Retreat at Paradise, 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 $379.48 to your original payment method 2. Added a $379.48 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-3C252FA1 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, Barbara Jones Senior Customer Representative Retreat at Paradise

ComplaintNest Administrator Notice: This complaint has been verified and documented in our system. We have notified Retreat at Paradise of this issue through multiple channels. They have acknowledged receipt of this complaint on April 21, 2025 and have assigned it reference number REF-3C252FA1 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