Case ID 4-6393000035511
This has wasted countless hours of my time for TWO MONTHS, this week alone over 4+ hours. I missed 4 hours of my work this week plus many hours other days trying to get a refund that I was promised and committed.
I have shared many case numbers saying I'm getting my refund plus 15+ calls to resolve my issues. First, its started December 14th with no heat from a defective's thermostat, second a refurb that did not work, and thirdly a refund that was promised and committed, yet never completed.
On December 14th my new thermostat had a fatal error code. I was promised I was getting a NEW thermostat to ensure I would get my Heat working. I am in the electronics Industry and no the failure rate of refurbished units so they told me they were talking to the processing team to ensure I get a new unit.
Of course the refurb you sent didn't work and I had to leave my home from the lack of heat. After hours of trouble shooting with your team.
To make matters worse, you claimed you never received the refurbed unit back (which further delayed fuxing my heat issue) but I had an email confirmation verifying and my freight company documentation so the charge was released from my credit card.
Then December 23rd right before Christmas I needed to resolve my issue of no heat. Shipping another unit would have never made it to me for the holidays. Additionally i had family coming over for holidays, kids home from college and the worst case scenario of pipes bursting / freezing in my new home from no heat.
Your team received management approval to go buy a new thermostat and I received a confirmed commitment which I confirmed several times that I would receive 100% reimbursement.
Your representative found a retail store and received authorization for me to purchase on December 23rd for the holiday and so my pipes in my house did not burst from the cold temperatures.
Over the past TWO MONTHS I was told on all the case numbers and documentation that the refund would be completed.
If I need to report this deception and poor customer service to your leadership team, social media and to various consumer protection bureaus I will do so. The amount of documentation I have is a very bad look for Google.
If you are not empowered to make a decision please send this to your management / leadership team so they understand what I have been through and the means I'm going to take till I receive a refund.
This is egregious and the worst customer experience / deception I've ever had. John.
