Poor patient care at Prime Group facility

I'm updating my complaint because Prime Group finally contacted me today. They've offered to replace the television, but I've requested a refund instead since I've already purchased a replacement elsewhere.

Dear customer, On behalf of Prime Group, 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 extended warranty to address this situation. Additionally, we have documented this case (Reference: REF-864465FB) 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, Casey Williams Client Support Executive Prime Group

ComplaintNest Administrator Update: We have received confirmation from Prime Group that they are actively working to resolve your complaint. Their representative, Mary Hernandez, has committed to contacting you within 11 business days with a proposed resolution. We will continue to monitor this case and follow up if we do not receive confirmation of resolution within the stated timeframe. ComplaintNest Verification Team