Business ProfileforAcana Northeast Inc.

This file has been passed to me for review. I can confirm that there has been an error in the handling of this particular account.
When we changed our accounting system, the complete information attached hereto was not transferred.
Having reviewed the matter in depth, we have come to the conclusion that the error is indeed to our account, and that Ms *********** account has been credited and there is a zero ($0) dollar balance. Our original paperwork did not include a reference to warranty, but the documentation from the leasing company which Ms ********* signed did indeed mention warranty. we accept and acknowledge that the service was provided under warranty provisions.
In addition to the removal of all charges from her account, and by way of apology for the inconvenience, we are offering Ms ********* a flavor credit for her Wadden 24 Flavor System in the amount of $100, to be used at her discretion, for either parts or flavors.

A copy of the text of our letter to her is included here:

Ms ******* *********
********** **** ** **** ** ********* ** *****
Dear Ms *********:

Your file has been passed to me for review.
Following an in depth review of your file, I have found that an error was made in our billing department. In our defence, I would like to point out that, post-pandemic, we have undergone an extensive change of personnel, as well as a complete change of Accounting System.
Nonetheless, an error was made and you were billed for service which should have been covered under the warranty provisions of the agreement you signed with the leasing company.
I hereby offer an apology for our error, and assure you that your account has been corrected and that there is a zero ($0) dollar balance.
In addition, by way of making up for the inconvenience you endured, I am offering you a $100 Flavor credit for your Wadden 24 Flavor System, which you may use at your discretion for either flavors or parts.
I trust this will help, and I sincerely hope that you will accept our apology. We truly appreciate your business, and we will endeavor to do better in future.
Best regards;
--
Len R*******
Project Coordinator
Acana Northeast Inc 
Electro Freeze New England
************

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