Warranty claim denied by Essential Therapy

I'm updating my complaint because Essential Therapy finally contacted me today. They've offered to replace the smartphone, 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 installation service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Resolution Specialist at Essential Therapy, 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 $255.26 to your original payment method 2. Added a $255.26 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-6E188DC8 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, Avery Miller Resolution Specialist Essential Therapy

ComplaintNest Administrator Alert: We have noticed that Essential Therapy has not yet responded to your complaint about their priority service. We have sent a formal escalation notice to their corporate office and have initiated our second-level notification process. Please be assured that we are actively monitoring this situation and will take additional steps if necessary to ensure your complaint receives proper attention. ComplaintNest Advocacy Team