Merrill & Merrill Chartered

I was contacted directly by Mr. [redacted] for the first time about this yesterday afternoon.  He left me a message at 3:07 pm stating that he wanted to talk to me before he submitted any formal complains.  I called him back less than an hour later and  I explained to him that the error...

that occurred internally was due to a person that was no longer with our company and that we would happily replace the water heater for him.  We agreed that the work would be performed within a couple of weeks at his previously scheduled warranty appointment and Mr. [redacted] seemed satisfied of this.  I then followed up by e-mail a few minutes later after I had contacted our internal project manager that will oversee the work as well as the plumber that will be performing the work.  I did not receive a response back from him.I am not sure how I could have resolved this issue any more quickly since the whole matter was settled within an hour of him first contacting me directly about this.  I have attached a copy of the message that was sent to Mr. [redacted] and have a copy of the voicemail message he left, but I could not attach it to my response because it is not a supported file type.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you very much, I appreciate the quick responseI
agree with MrMasterson that he did call me on 01/15/at 16:after I had
left a voicemail at 15:During the conversation, he informed me that they
would be installing the new 50-gallon water heater on my rescheduled
appointment on 01/29/
However, I disagree that this is the first time that he,
other employees, or the owner were made aware of the situationIn fact, I
believe that the attached messages show that there was a deliberate effort to
evade my request due to an "internal paperwork mishap" as I was later told
A conclusion could be drawn that this investigation is what
brought Halen Homes into compliance of my request, which is why I request that
it be kept open until after the water heater is installed and operational on
01/29/
I have attached the previous conversations related to my
discovery and request for the gallon water heater on 12/04/I have
additional information if necessary to continue the claim after the 29th,
but for now I feel this is enough to share for the claim to stay open until
then
Regards,
[redacted]