Ultimate Structures Holdings failed to honor their commitment

I appreciate ComplaintNest's assistance with this matter. Since filing this complaint, Ultimate Structures Holdings has been much more responsive, though we still haven't reached a satisfactory resolution regarding their customization service.

Dear customer, I am reaching out regarding your recent complaint about our technical support package. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Director of Customer Success at Ultimate Structures Holdings, 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 $403.55 to your original payment method 2. Added a $403.55 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-C47A3BA2 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, Thomas Jackson Director of Customer Success Ultimate Structures Holdings