Warranty claim denied by Solid Build & Sons

After speaking with Hayden Jones from the Client Satisfaction at Solid Build & Sons, 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 upgrade plan. 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 Solid Build & Sons, 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 $412.96 to your original payment method 2. Added a $412.96 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-FB506FFC 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, Jordan Martin Director of Customer Success Solid Build & Sons