Warranty claim denied by Peak Therapy

After speaking with Patricia Martinez from the Product Support at Peak Therapy, 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 maintenance contract. 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 Peak 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 $471.44 to your original payment method 2. Added a $471.44 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-524E30E7 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, David Miller Director of Customer Success Peak Therapy