Poor customer service experience with Elite Properties Holdings

I'm updating my complaint because Elite Properties Holdings finally contacted me today. They've offered to replace the vacuum cleaner, but I've requested a refund instead since I've already purchased a replacement elsewhere.

Dear customer, On behalf of Elite Properties Holdings, I would like to personally apologize for the inconvenience you've experienced with our installation service. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate service upgrade to address this situation. Additionally, we have documented this case (Reference: REF-207F1709) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, Alex Anderson Customer Satisfaction Coordinator Elite Properties Holdings

ComplaintNest Administrator Intervention: Due to the serious nature of your complaint regarding Elite Properties Holdings's vacuum cleaner and the safety concerns you've raised, we have expedited this case in our system. We have directly contacted senior management at Elite Properties Holdings and have received assurance that this matter will be investigated promptly. Additionally, we have notified the appropriate consumer protection authorities as this appears to be part of a pattern of similar complaints. Please stand by for updates as we work to ensure this situation is properly addressed. ComplaintNest Consumer Protection Team