Hixon Heating & Air Conditioning, Inc.

Initial Business Response /* (1000, 5, 2014/10/17) */
We appreciate the customer contacting us regarding her concernsThe refund for her cancelled order was processed on October 14, and should reflect back on her credit card within three to five business daysWe have been in contact with the
customer and apologized for any miscommunication regarding our refund and cancellation process

Initial Business Response /* (1000, 5, 2014/09/29) */
We appreciate the customer contacting us regarding her concernsWe inspected the customer's concerns and offered a replacementThe customer accepted this offer, and the replacement was completed on September 26, We also advised that we
will reimburse her for the cost of repairing the damages once she submits estimates for the repairsThe customer is currently in the process of obtaining estimates, and we look forward to hearing back from her and amicably resolving this matter

Initial Business Response /* (1000, 5, 2014/10/23) */
We appreciate the *** contacting us regarding his concernsWe have been attempting to reach the *** via email and telephone to reiterate our previous offers of a repair under warranty or a partial refundWe look forward to hearing
back from the *** and reaching an amicable resolution
Initial Consumer Rebuttal /* (3000, 7, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We request immediate communication with Revdex.com (in accordance with Revdex.com Policy) as no reasonable response was offered by Empire Today as is viewable in the following chain of recent emails:
Mrand Mrs***,
The email I was referring to is the one below that you are responding to, sent on October 17, I just wanted to confirm with you that we remain willing to make the repair for you under warranty or a provide a refund of $Should you will reconsider please feel free to contact me
Thank you,
*** ***
*** Service Manager
EMPIRE-TODAY, LLC
From: *** S *** MA, DBA (ABD)
Sent: Thursday, October 23, XXXX XX:XX AM
To: *** ***
Cc: *** ** ***, *** *** (Grad Student); *** S ***, ** *** ***
Subject: RE: Seam Empire order # CAXXXXX
***
In response to your phone call:
We did not receive an email
*** and *** ***
From: *** ***
Sent: Friday, October 17, XXXX X:XX AM
To: '*** S *** MA, DBA (ABD)'
Subject: RE: Seam Empire order # CAXXXXX
Mrand Mrs***,
In response to your Revdex.com complaint case # XXXXXXXX; We stand by our previous offers to repair under warranty or a refund of $Again should you reconsider please feel free to contact me
Thank you,
*** ***
*** Service Manager
EMPIRE-TODAY, LLC
Final Consumer Response /* (4200, 11, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never referred to an "invisible" seam in any of our Revdex.com claims or responsesThis type of response is typical of the treatment received from *** Service at Empire today
We never requested an invisible seam or a guarantee of the seam to be invisible
Our complaint focused on the flawed installation as stated by the Empire Today Inspector Mr*** Mr*** also stated the seam could have been done better
Mr*** stated that re-opening the seam may or may not be successful since re-doing a seam can make a flawed seam worseThe chance of success is not 100%predictable according to Mr***
Hence, we demand a new piece of carpet for the smaller section to be used to re-patch the seam using carpet from the same dye lot
Please note: This *** is a *** forward by us in the interests of a successful mediation
Empire Today has not made one *** forward in the interests of a successful mediation
We look to forward to Empire Today's response
We are not at this time putting forward any of the additional complaints we have endured by Empire Today's treatment, and will not if and only if Empire Today accepts our request
Final Business Response /* (4000, 13, 2014/11/13) */
We have been in contact with the *** and offered a partial refund in lieu of further service, in exchange for a signed releaseThe *** accepted this offerWe appreciate the ***'s feedback and look forward to amicably resolving this matter

Initial Business Response /* (1000, 5, 2014/10/17) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered a partial refund in lieu of further service in exchange for a signed releaseThe customer accepted this offerWe appreciate the
customer's feedback and hope to assist her with future home improvement projects

Initial Business Response /* (1000, 5, 2014/10/03) */
We appreciate the customer contacting us regarding her concernsThe necessary repairs were completed on October 1, We appreciate the customer's feedback and hope to assist her with future home improvement projects

Initial Business Response /* (1000, 5, 2014/10/28) */
We appreciate the customer contacting us regarding her concernsPer the results of an independent, third party inspection, the carpet has no installation or manufacturing defectsThe customer does not agree with the inspection resultsWe have
advised the customer she can have her own certified inspection conducted, and we will review the results if a different determination is madeFor customer satisfaction and goodwill, we also offered the customer a replacement at a discounted costThe customer declined this offerWe remain willing to work with the customer and look forward to reaching an amicable resolution
Initial Consumer Rebuttal /* (3000, 7, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After checking with the manufacturer of the Berber carpet Empire Today installed in our home, we realized the carpet durability and quality were totally misrepresented to us by the salesman, ***The SHAW Berber carpet they installed in our home is the poorest performer and poorest rated of all Berber carpets made by SHAW manufacturer, according to SHAWTheir customer service representative for the quality of the carpet, ***, also advise that this carpet is not appropriate for high traffic areas like a living roomShe said cleaning it will not restore it to its original condition, but will remain flat for the duration of the life of this carpetThis is totally the opposite of what *** told us about this productWe have been scammed into purchasing a poor quality product that will not perform as described by ***, and paid over $2,for it! We have no money to pay for a third inspector ($225) nor replace the new carpet we had installed last October for OUR ADDITIONAL $1,999!! Since we had saved years for our carpet, there is no money left to pour more into replacing this horrible Berber carpet from Empire TodayWe are NOT satisfied with their counter offer, nor this HORRIBLE Berber carpet from them, and refuse to give Empire Today any more money! This is an insult to think they can just ask US TO PAY MORE to get a quality product like they promised in the beginning that they have NOT YET DELIVERED!
Their counter offer is REFUSED!!!
Final Consumer Response /* (4200, 15, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We no longer have ANY money to put towards another carpet, nor even the $200+ for another inspection of the existing poor condition of our carpetTherefore, we decline all of Empire Today's offers for us to pay anything additional regarding this carpetWe already spent the money we saved for it, and I am no longer employed due to my disability, so we have to keep the poor quality carpet that we were sold by pretenses because we cannot afford to do anything moreHowever, as a pastor's wife, I will take EVERY OPPORTUNITY to share our experience we have had from Empire Today with everyone we know, so no one else is suckered into purchasing poor quality carpet for way too much money (OVER $2600)from them!
Unfortunately, we have learned a VERY EXPENSIVE LESSON to NOT TRUST EMPIRE TODAY!
Final Business Response /* (4000, 17, 2014/12/02) */
We have spoken with the customer, and she has declined our offers of replacement at a discounted cost or having her own inspection doneWe remain willing to provide either of our previous offers if the customer chooses to move forwardWe appreciate the customer's feedback and look forward to reaching an amicable resolution

Initial Business Response /* (1000, 10, 2014/10/10) */
We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer and determined that the damage is locally causedHowever, for customer satisfaction and goodwill, we have offered to do a one box repair
as a courtesy in exchange for a signed releaseThe customer accepted the offer, and the repairs will be scheduled upon the receipt of the signed release

Initial Business Response /* (1000, 5, 2014/09/23) */
We appreciate the customer contacting us regarding her concerns. We inspected the customer's concerns on September 16, 2014 and determined that a replacement is needed. The replacement is scheduled to be completed on September 26, 2014. We...

appreciate the customer's feedback and look forward to amicably resolving this matter.

Initial Business Response /* (1000, 10, 2014/10/08) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and the necessary repairs are scheduled to be completed on October 18, 2014. We appreciate the customer's feedback and look forward to amicably...

resolving this matter.

Initial Business Response /* (1000, 10, 2014/09/18) */
We appreciate the customer contacting us regarding his concerns. We have explained to the customer that there are no defects with the product, and we have confirmed that the correct product that was contracted for was installed. For customer...

satisfaction and good will, we have offered the customer a partial discount. The customer is currently considering this offer. We appreciate the customer's feedback and look forward to amicably resolving this matter.