Initial Business Response / [redacted] (1000, 5, 2016/07/26) */ The work was completed by a subcontractor who has worked for Hixon's for 10+ yearsWe have never had a complaint on his work and customers quite often compliment the work they doWe tried multiple times to resolve the [redacted] 's concernWe sent someone to their home multiple times, once they weren't home, another time they turned us awayWe made adjustments to satisfy their concern, only to find they were still not happyI believe that there was a misunderstanding of what is "hip" vs"hip-ridge shingle" on their roof which added to some miscommunication with our office and subcontractorOur subcontractor returned to their property a 4th time, with the [redacted] 's home to address any and all concerns to their satisfactionRegarding the estimate, we try to estimate very carefully to meet the needs of the contract without over-charging for materials, in this particular case, the job required an extra bundle of shingles, which we billed them for and of which the contract allowsThe additional cost may have been disappointing, but was a legitimate additional cost to the job estimatedDuring the course of trying to resolve their concerns they issued a chargeback to their credit card company to void their payment with Hixon'sIt is our understanding that the corrections have been completed to their satisfaction and Hixon's awaits final settlement of bill Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The roof and its poor workmanship has not been remedied, ever, by the companyThe only time the roofer representative was observed on the property was while he waited in the alley and was seen when the garbage was taken to be thrown outThe repwas not prepared for any repair, but was waiting to meet with Hixon (contractor), according to him, when he received a call that the contractor would not be making it over to the propertyThe prior to last email from Hixon was that the ridge cap would be fixed, even as they were well aware that was not the only problem with the roofHixon was informed that was not the agreement, per email contactThe dispute through credit card company did not begin until it became obvious that the contractor had no intent of having the roof properly and totally correctedSeveral roofers which have been asked to take a look, since, have concurred that the roof is not as it should have been, but is poor workmanship, not to mention the pictures taken that can speak for themselves which can be copied to your agency for reviewThe roof is not up to par for what was/is expected for a professional roofing jobWe have been waiting for Hixon to make good on the roofing job and that has not happened to dateWe are still waiting Final Consumer Response / [redacted] (3000, 19, 2016/08/22) */ ***Document Attached [redacted] We thought the grief about the poor workmanship on the garage roof was over and done with until, now, that it becomes apparent that it is notOur need to dispute credit card charges arose due to the inability to get the contractor to cooperate to have the roof remediedThat did not happen until the city became involved and assistedAt that point, the roofing company came out and we were satisfied to be done with it, although, the roofing job is not perfect, but we were willing to let the additional work go to avoid any further headaches about the roof, since the majority of the work was completed by the subcontracted rooferThe additional work would have been at the cost of an additional [redacted] not including the hips, due the material that was used was not long enough to complete the job correctlyThe estimate we were able to obtain from a professional roofer includes: " Remove the existing damage drip edge around the eave, install new drip edge all around the eaves attached with nails under the shingles and seal with caulking if required Drip edge replacement [redacted] Remove the existing hip shingles on back side by the alley, snap a line to keep straight, install new hip caps color similar on the existing shingles and attached with roofing nails **Includes [redacted] Now, Hixon demands further cost to the consumers with contradictory letters per the attachedOne Hixon staff member called it due to "chargeback fees" from our credit card company which we confirmed with VISA was not the case, since they did not charge a fee for processingLater, another Hixon staff member now calls it "finance charge." Seemingly staff members are not on the same page or with their records, but still adding to the costs which was their own faults, considering consumers made every attempt to work with them to have the roof job remedied and it became apparent that they would not be cooperatingSo, the remedy to consumers had to be used through disputing the final payment through the credit card company as was the best recourse known at that timeNow, this further issue comes up, including the company's threat to have a lien placed if not paid according to their numbers, which is plain wrong to further dissect this issue that should never have occurred had the roof job been professionally completed, or if they had taken care of the matter as they were aware of the issues with the roofNot only are they demanding payment of additional [redacted] for what was caused by them, but demand the additional final payment which has been returned to their bank per VISA representative information and as appears in our credit card history as if the expectation is that we will simply pay double and then some, despite all our documenting, including the pictures previously submitted through this medium of the shoddy work in questionWe believe that Hixon is set on continuing with this roof issue, instead, of understanding that there would have been higher costs to them if consumers had not decided to discontinue the credit card dispute after the roofer returned to correct most of it, and consumers would be done with this matterThe dispute for charges through the credit card company was not canceled simply because Hixon handled this issue correctly, but because the consumers had to consider all avenues in order to have the issue corrected as much as possible
Initial Business Response / [redacted] (1000, 5, 2016/07/26) */ The work was completed by a subcontractor who has worked for Hixon's for 10+ yearsWe have never had a complaint on his work and customers quite often compliment the work they doWe tried multiple times to resolve the [redacted] 's concernWe sent someone to their home multiple times, once they weren't home, another time they turned us awayWe made adjustments to satisfy their concern, only to find they were still not happyI believe that there was a misunderstanding of what is "hip" vs"hip-ridge shingle" on their roof which added to some miscommunication with our office and subcontractorOur subcontractor returned to their property a 4th time, with the [redacted] 's home to address any and all concerns to their satisfactionRegarding the estimate, we try to estimate very carefully to meet the needs of the contract without over-charging for materials, in this particular case, the job required an extra bundle of shingles, which we billed them for and of which the contract allowsThe additional cost may have been disappointing, but was a legitimate additional cost to the job estimatedDuring the course of trying to resolve their concerns they issued a chargeback to their credit card company to void their payment with Hixon'sIt is our understanding that the corrections have been completed to their satisfaction and Hixon's awaits final settlement of bill Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The roof and its poor workmanship has not been remedied, ever, by the companyThe only time the roofer representative was observed on the property was while he waited in the alley and was seen when the garbage was taken to be thrown outThe repwas not prepared for any repair, but was waiting to meet with Hixon (contractor), according to him, when he received a call that the contractor would not be making it over to the propertyThe prior to last email from Hixon was that the ridge cap would be fixed, even as they were well aware that was not the only problem with the roofHixon was informed that was not the agreement, per email contactThe dispute through credit card company did not begin until it became obvious that the contractor had no intent of having the roof properly and totally correctedSeveral roofers which have been asked to take a look, since, have concurred that the roof is not as it should have been, but is poor workmanship, not to mention the pictures taken that can speak for themselves which can be copied to your agency for reviewThe roof is not up to par for what was/is expected for a professional roofing jobWe have been waiting for Hixon to make good on the roofing job and that has not happened to dateWe are still waiting Final Consumer Response / [redacted] (3000, 19, 2016/08/22) */ ***Document Attached [redacted] We thought the grief about the poor workmanship on the garage roof was over and done with until, now, that it becomes apparent that it is notOur need to dispute credit card charges arose due to the inability to get the contractor to cooperate to have the roof remediedThat did not happen until the city became involved and assistedAt that point, the roofing company came out and we were satisfied to be done with it, although, the roofing job is not perfect, but we were willing to let the additional work go to avoid any further headaches about the roof, since the majority of the work was completed by the subcontracted rooferThe additional work would have been at the cost of an additional [redacted] not including the hips, due the material that was used was not long enough to complete the job correctlyThe estimate we were able to obtain from a professional roofer includes: " Remove the existing damage drip edge around the eave, install new drip edge all around the eaves attached with nails under the shingles and seal with caulking if required Drip edge replacement [redacted] Remove the existing hip shingles on back side by the alley, snap a line to keep straight, install new hip caps color similar on the existing shingles and attached with roofing nails **Includes [redacted] Now, Hixon demands further cost to the consumers with contradictory letters per the attachedOne Hixon staff member called it due to "chargeback fees" from our credit card company which we confirmed with VISA was not the case, since they did not charge a fee for processingLater, another Hixon staff member now calls it "finance charge." Seemingly staff members are not on the same page or with their records, but still adding to the costs which was their own faults, considering consumers made every attempt to work with them to have the roof job remedied and it became apparent that they would not be cooperatingSo, the remedy to consumers had to be used through disputing the final payment through the credit card company as was the best recourse known at that timeNow, this further issue comes up, including the company's threat to have a lien placed if not paid according to their numbers, which is plain wrong to further dissect this issue that should never have occurred had the roof job been professionally completed, or if they had taken care of the matter as they were aware of the issues with the roofNot only are they demanding payment of additional [redacted] for what was caused by them, but demand the additional final payment which has been returned to their bank per VISA representative information and as appears in our credit card history as if the expectation is that we will simply pay double and then some, despite all our documenting, including the pictures previously submitted through this medium of the shoddy work in questionWe believe that Hixon is set on continuing with this roof issue, instead, of understanding that there would have been higher costs to them if consumers had not decided to discontinue the credit card dispute after the roofer returned to correct most of it, and consumers would be done with this matterThe dispute for charges through the credit card company was not canceled simply because Hixon handled this issue correctly, but because the consumers had to consider all avenues in order to have the issue corrected as much as possible