The Hair Factory

Initial Business Response / [redacted] (1000, 7, 2015/09/03) */ Contact Name and Title: Craig [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @gmail.com I am responding back to the letter/complaint that I receivedI do have the hand railing that we special ordered for Mr [redacted] and I am happy to drop it off at his house or install itMy office had contacted him several times and I do understand there frustration as we were under staffed and had a few hick up's on installing this railingWe originally built them a large room addition and included a large amount of other work which they told us how great the new room was and how much they were enjoying itWe installed new steps to come out of the room addition to the backyardThis is what the complaint is over an This is where the communication failed on my endWe installed composite steps but installed wood railing and they indicated after install that they wanted composite railingIt ended up being special orderI now have the railing and am happy to do what I can to make them happy I can have the railing dropped off and they can have someone install it and we can pay for the labor as this is what they indicated they wanted to do to resolve this mannerin the Revdex.com report I just received, no problem As far as the screen door, I had my crew supervisor back out a few times about issues with the doorI thought that we resolved all issues but if there is a problem with the screen door I can have some one out to address that as wellI do not manufacture the doors so if its a parts issue then it will take some timeIf its and installation problem then it is on usHappy to do what I can to resolve this as well Thanks OFFER: Railing- Let me know what exactly needs done and I [redacted] do it, we have the composite materials for the railing and can drop them off Screen Door- If we need to do something with the screen door, fix or replace it we [redacted] have to go threw the manufacturer and distributor and can take time, I have no control and I do not make the products Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with a lot of what Mr [redacted] is stating in his response1) The railing was always to be composite, this information was not conveyed to the sub contractor form Rivers.2) The material was not a special order it was in stock at Menards the whole timeOne of his sub contractors informed me of this.3) The railing was brought to the attention of Mr [redacted] at the appropriate time, which is the walk through with the owner.4) The complaint is not over just the railing, it is over Rivers lack of organization in getting their project done correctly, and in a timely manner, and completing their project We are willing to give Rivers one more opportunity to complete the railing project, and attempt to fix the screen doorPlease pick a date after September 27thto be on site and complete the railing and look at the screen doorThis amount of time will give them plenty of time to look at the job for the fourth time, and make sure they have all materials needed to finish this projectPlease email or leave a message what day you will be on site Thank you, Bill [redacted] Final Business Response / [redacted] (4000, 13, 2015/09/25) */ Mr [redacted] phoned and he stated the work is scheduled for the week of September 28th Final Consumer Response / [redacted] (2000, 16, 2015/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes we accept the proposed resolution for the railingThe work has been completedThe screen door is still not operating correctly, but obviously they can not make it work properly, they have attempted three times and still to no successWe will find out whom the manufacture of the door is and find an authorized installer to make the repairs

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Contact Name and Title: Craig [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com I understand that the Simpsons are upset with the roofing issues but there are certainly more than one thing written on there account that is not true First of all I (Craig [redacted] ) did look at the roof and met with Mr [redacted] back in the summer at which time he told me about his problems and leaksI went onto the roof to measure and do my inspectionsI then came down from the roof and had a discussion with Mr [redacted] and told him what I had found I found that the roof had several issues and warning flags of an installation that was not done by a professionalThe way that a roof is installed is like a puzzle and it is done in a fashion that you need to know what your are doing, it is certainly not rocket science but does have a correct way of going together, you could tell that the installers who put the second layer on were not properly trained or had hired help that made several mistakes There were nail heads sticking out of shingles that were not covered, areas where the shingles were not cut and aligned properly for flow of water, boots and vents that just had roof cement smeared across them and not properly flashed, flashing issues where the siding meets the shingles on different areas of the house, etcSeveral areas of concern Mr [redacted] told me a not so professional contractor had done the roof last time and to save money they had done an overlayThey had known about the current problem along with other issues with the roof where he showed me staining in the garage ceiling along with other rooms in the house and I told them we did not like to overlaps because you could not get to the root of problems unless you tear down to wood deckingThere was no way for me to pin-point one issue on the roof as he had many, I told him the only way for me to properly install and warrant the roof is to do a complete tear off and get down to the deckingThis way we could see where the leaks were coming in and replace the rotten wood and the shingles I have been in the roofing trade for yrs and never once have I mislead or tricked a client into purchasing a roof replacementI have reference lists of every zip code in Fort Wayne and surrounding areas of hundreds of roofs that I have done and never had more than one or two complaints mainly about cleor delays in a project once in a while, for them to indicate that I should have known there issues and that I did this in an act of fraud is absolutely absurdPeriod Only when they called a few weeks later to indicate that they had issues with the roof did we know there was a problemAt which time I sent my crew leader Jason who was on the project the entire time back to inspect the damages and fix as needed as is stated in the warrantyThere is also several issues with the roof design and flat areas that get built up with snow load or water with a lot of rain around the area in questionWe are working with the client to resolve these issues but I did not design the house or the pitch of the roofI am doing what I can to resolve these issues OFFER: I would like to have Jason back out and move the dryer vent to a different area of the roof so that we can eliminate this issue in the roof structureIts obvious that this is still a problem and needs resolved After further inspection there is a dryer vent that is sitting in the area and We will need someone home so that we can get into the attic and move the flex tube that is attached to the ventWe will also need a new flex tube and dryer vent and we will provide all labor and materialsWe will be moving the vent to a new location in the roof as we believe where it is sitting is the main issue in a flat spot on the roof Any additional issues would be covered under the warranty that came with the roof as long as they are not insurance type claims in other words tree limbs or hail damage, acts of god

Initial Business Response / [redacted] (1000, 6, 2016/03/03) */ ***, As requested I am writing my account of the [redacted] interaction referencing my emails and my memory I met with Mrs[redacted] early to the mid part of the yearShe explained they had a issue with water getting into their master bath around the windowShe indicated they had tried several fixes and still had a problem I went ahead and inspected the window and I was quickly able to see what was going on and then wrote them and estimate for repair for them to consider and get back with me if and when they would like that handledThey did contact me and asked me to handle the window repair as well as address a couple pieces of siding that had been damage or had caulk on them We went ahead and completed the repair and they paid us for that repair At that point they asked for an estimate on fixing the interior and I explained depending on how long the window had been leaking that it is hard to estimate what it will take to fix but that I could speculate and then if anything changes once we open the wall we would discuss and repair accordingly I also explained that once the initial repair was done it would be a series of short visits to get the wall repaired as we will need to tape and mud the seems then let it dry , then come back to sand and skim with joint compound again , then depending on how the repair is coming it might be the same process for an addition time or two to gain a smooth consistent surface that we could then reinstall the trim and tile and then it would be ready for paint We went ahead and scheduled the repair and cut out the bad drywall insulation and then treated the cavity for the mold Once that was done we installed new insulation and 1/2" drywall to the wall Then we taped and did the first coat of joint compound then gave it time to dry with the understanding we would be backIn the mean time the repairman we had do the initial repairs took on a job with another company so I scheduled and came out to do the next coat of joint compound personally in attempt to keep it progress around their busy schedule and explained I would need to come back at least more times if not as the process of sanding and skimming to get a smooth consistent surface for the next stage of repair We scheduled for the following Friday , however we had to reschedule as we had another customer add several things to their job which made it not possible to get there at 12-on Friday so I contacted the homeowner and reset for the following Friday and said I would be in touch if we won't be able to make it In the meantime we went about our daily routine of completing projects with a plan of being at the ***'s house the Friday as discussed but did not confirm and was not planning on confirming until the day before as with a Friday afternoon appointment I was trying to make sure we completed the projects we where on during that weekThen I got an email saying they wanted to cancel and where going to have someone else complete the repairs since they have not heard from me in which they could of called our office or me if nothing elseAt that point I said no problem as I was not going to argue with them if they want to handle it as I felt I was trying to do the best I could to work with them and their schedule At that point I said go ahead and pay us for what was done and I will return the tiles and trim that we took back to our office to remove the old mastic from the tiles in an attempt to reuse them after taking them to several tile distributors to see if a match was availableMr [redacted] agreed to pay us for the work and picked up his tile and trim At that point I though we had settled with them Then we got emails from the homeowner while trying to do the repairs and it was clear in the picture that they did not sand the repair enough as well as a few other things that needed to be done to get it completed They said we used 3/drywall and I explain that 3/4'' drywall is special order and that the thickness is represented by the joint compound that we used to build up the surface to eventually sand back down as a standard way of blending new and old work together At that point they then decided it was 5/8" drywall as that is an in stock itemAt that point I check the receipts and the drywall we purchased was 1/2" so it confirmed that it was just needing sanded , however since the homeowner cancel I assumed that meant they knew what they were doing from my multiple explanations we had and or past experience In any event we did nothing wrong as they had canceled on us and only paid for the work we did I propose that I can schedule a time to go cut and pull the drywall back off and if it is 1/2" drywall then they pay us for the time and effort to prove that it is 1/2'' drywall and if it turns out that it is 5/8" drywall that we reimburse them for the drywall portion of the repair which was only one small part of the repair Thank You, [redacted] Rivers Remodeling LLC XXX-XXX-XXXX office XXX-XXX-XXXX cell Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are extremely disappointed that the owner of Rivers Remodeling did not even have the courtesy of responding to our request Forwarding an email statement from your employee is not an acceptable response Obviously our claim that they have terrible customer service has been proven The response by [redacted] to come to our home and inspect the work to see if it is in fact the wrong drywall is a little too late That should've been offered when we contacted him weeks ago, or when we contacted the owner of the business weeks ago about the fact that our window frame and tiles wouldn't fit properly We sent multiple pictures to prove this to both [redacted] and the owner We aren't stupid people, we can tell what joint compound is and what drywall isThe entire surface of the repair ISN'T covered in joint compound So ***'s excuse of sanding it would fix it is NOT true***'s statement that if he detected that the drywall was in fact incorrect then we should be reimbursed the drywall part of the repair as it was a small portion of the bill is unacceptable If the wrong size was installed then this company is incompetent of a simple drywall repair job [redacted] also stated in his response that he emailed us a date to come to our home to finish the repairHe then said, "in the meantime we went about our daily routine of completing projects with a plan of being at the ***'s house the Friday as discussed but did not confirm and was not planning on confirming until the day before." [redacted] emailed that date to us and we responded that same day that the suggested date would not work for usThat Is not a "discussion" per ***'s quoteHe says that we canceled the appointmentAn appointment is a date and time that both parties agree toIf [redacted] would read his emails then he would've known that we were unable to do that date and did not agree to it Therefore, the continual accusation that we canceled the job is INCORRECT!!! We finally gave up trying to get a response from him because he refused to respond to us for over a week Rivers Remodeling should not be endorsed by the Revdex.com as the owner and his manager clearly prove that they have terrible customer service through poor communication and lack of willingness to work with customers on unsatisfactory workThe fact that a customer filing a complaint with this organization is what motivates an offer to inspect their work is unethical Rivers Remodeling is not allowed in our home so therefore we do not accept the Managers proposalWe would like this rectified with a full refund as stated in our original complaint [redacted] and [redacted] Final Business Response / [redacted] (4000, 20, 2016/04/27) */ Spoke with [redacted] the company will be mailing the check to the consumer and coping Revdex.com Final Consumer Response / [redacted] (2000, 22, 2016/05/05) */ Please see attached copy of refund check for consumer Mr***, dated 5/3/

Initial Business Response /* (1000, 7, 2015/09/03) */
Contact Name and Title: Craig ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
I am responding back to the letter/complaint that I receivedI do have the hand railing that we special ordered for Mr*** and
I am happy to drop it off at his house or install itMy office had contacted him several times and I do understand there frustration as we were under staffed and had a few hick up's on installing this railingWe originally built them a large room addition and included a large amount of other work which they told us how great the new room was and how much they were enjoying itWe installed new steps to come out of the room addition to the backyardThis is what the complaint is over an This is where the communication failed on my endWe installed composite steps but installed wood railing and they indicated after install that they wanted composite railingIt ended up being special orderI now have the railing and am happy to do what I can to make them happy
I can have the railing dropped off and they can have someone install it and we can pay for the labor as this is what they indicated they wanted to do to resolve this mannerin the Revdex.com report I just received, no problem
As far as the screen door, I had my crew supervisor back out a few times about issues with the doorI thought that we resolved all issues but if there is a problem with the screen door I can have some one out to address that as wellI do not manufacture the doors so if its a parts issue then it will take some timeIf its and installation problem then it is on usHappy to do what I can to resolve this as well
Thanks
OFFER:
Railing-
Let me know what exactly needs done and I *** do it, we have the composite materials for the railing and can drop them off
Screen Door-
If we need to do something with the screen door, fix or replace it we *** have to go threw the manufacturer and distributor and can take time, I have no control and I do not make the products
Initial Consumer Rebuttal /* (3000, 10, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with a lot of what Mr*** is stating in his response1) The railing was always to be composite, this information was not conveyed to the sub contractor form Rivers.2) The material was not a special order it was in stock at Menards the whole timeOne of his sub contractors informed me of this.3) The railing was brought to the attention of Mr*** at the appropriate time, which is the walk through with the owner.4) The complaint is not over just the railing, it is over Rivers lack of organization in getting their project done correctly, and in a timely manner, and completing their project
We are willing to give Rivers one more opportunity to complete the railing project, and attempt to fix the screen doorPlease pick a date after September 27thto be on site and complete the railing and look at the screen doorThis amount of time will give them plenty of time to look at the job for the fourth time, and make sure they have all materials needed to finish this projectPlease email or leave a message what day you will be on site
Thank you,
Bill ***
Final Business Response /* (4000, 13, 2015/09/25) */
Mr*** phoned and he stated the work is scheduled for the week of September 28th
Final Consumer Response /* (2000, 16, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes we accept the proposed resolution for the railingThe work has been completedThe screen door is still not operating correctly, but obviously they can not make it work properly, they have attempted three times and still to no successWe will find out whom the manufacture of the door is and find an authorized installer to make the repairs

Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: Craig ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
I understand that the Simpsons are upset with the roofing issues but there are certainly more than one thing written on there account
that is not true
First of all I (Craig ***) did look at the roof and met with Mr*** back in the summer at which time he told me about his problems and leaksI went onto the roof to measure and do my inspectionsI then came down from the roof and had a discussion with Mr*** and told him what I had found
I found that the roof had several issues and warning flags of an installation that was not done by a professionalThe way that a roof is installed is like a puzzle and it is done in a fashion that you need to know what your are doing, it is certainly not rocket science but does have a correct way of going together, you could tell that the installers who put the second layer on were not properly trained or had hired help that made several mistakes
There were nail heads sticking out of shingles that were not covered, areas where the shingles were not cut and aligned properly for flow of water, boots and vents that just had roof cement smeared across them and not properly flashed, flashing issues where the siding meets the shingles on different areas of the house, etcSeveral areas of concern
Mr*** told me a not so professional contractor had done the roof last time and to save money they had done an overlayThey had known about the current problem along with other issues with the roof where he showed me staining in the garage ceiling along with other rooms in the house and I told them we did not like to overlaps because you could not get to the root of problems unless you tear down to wood deckingThere was no way for me to pin-point one issue on the roof as he had many, I told him the only way for me to properly install and warrant the roof is to do a complete tear off and get down to the deckingThis way we could see where the leaks were coming in and replace the rotten wood and the shingles
I have been in the roofing trade for yrs and never once have I mislead or tricked a client into purchasing a roof replacementI have reference lists of every zip code in Fort Wayne and surrounding areas of hundreds of roofs that I have done and never had more than one or two complaints mainly about cleor delays in a project once in a while, for them to indicate that I should have known there issues and that I did this in an act of fraud is absolutely absurdPeriod
Only when they called a few weeks later to indicate that they had issues with the roof did we know there was a problemAt which time I sent my crew leader Jason who was on the project the entire time back to inspect the damages and fix as needed as is stated in the warrantyThere is also several issues with the roof design and flat areas that get built up with snow load or water with a lot of rain around the area in questionWe are working with the client to resolve these issues but I did not design the house or the pitch of the roofI am doing what I can to resolve these issues
OFFER:
I would like to have Jason back out and move the dryer vent to a different area of the roof so that we can eliminate this issue in the roof structureIts obvious that this is still a problem and needs resolved
After further inspection there is a dryer vent that is sitting in the area and We will need someone home so that we can get into the attic and move the flex tube that is attached to the ventWe will also need a new flex tube and dryer vent and we will provide all labor and materialsWe will be moving the vent to a new location in the roof as we believe where it is sitting is the main issue in a flat spot on the roof
Any additional issues would be covered under the warranty that came with the roof as long as they are not insurance type claims in other words tree limbs or hail damage, acts of god

Initial Business Response /* (1000, 6, 2016/03/03) */
***,
As requested I am writing my account of the *** interaction referencing my emails and my memory
I met with Mrs.*** early to the mid part of the yearShe explained they had a issue with water getting into their master bath
around the windowShe indicated they had tried several fixes and still had a problem I went ahead and inspected the window and I was quickly able to see what was going on and then wrote them and estimate for repair for them to consider and get back with me if and when they would like that handledThey did contact me and asked me to handle the window repair as well as address a couple pieces of siding that had been damage or had caulk on them We went ahead and completed the repair and they paid us for that repair At that point they asked for an estimate on fixing the interior and I explained depending on how long the window had been leaking that it is hard to estimate what it will take to fix but that I could speculate and then if anything changes once we open the wall we would discuss and repair accordingly I also explained that once the initial repair was done it would be a series of short visits to get the wall repaired as we will need to tape and mud the seems then let it dry , then come back to sand and skim with joint compound again , then depending on how the repair is coming it might be the same process for an addition time or two to gain a smooth consistent surface that we could then reinstall the trim and tile and then it would be ready for paint We went ahead and scheduled the repair and cut out the bad drywall insulation and then treated the cavity for the mold Once that was done we installed new insulation and 1/2" drywall to the wall Then we taped and did the first coat of joint compound then gave it time to dry with the understanding we would be backIn the mean time the repairman we had do the initial repairs took on a job with another company so I scheduled and came out to do the next coat of joint compound personally in attempt to keep it progress around their busy schedule and explained I would need to come back at least more times if not as the process of sanding and skimming to get a smooth consistent surface for the next stage of repair We scheduled for the following Friday , however we had to reschedule as we had another customer add several things to their job which made it not possible to get there at 12-on Friday so I contacted the homeowner and reset for the following Friday and said I would be in touch if we won't be able to make it In the meantime we went about our daily routine of completing projects with a plan of being at the ***'s house the Friday as discussed but did not confirm and was not planning on confirming until the day before as with a Friday afternoon appointment I was trying to make sure we completed the projects we where on during that weekThen I got an email saying they wanted to cancel and where going to have someone else complete the repairs since they have not heard from me in which they could of called our office or me if nothing elseAt that point I said no problem as I was not going to argue with them if they want to handle it as I felt I was trying to do the best I could to work with them and their schedule At that point I said go ahead and pay us for what was done and I will return the tiles and trim that we took back to our office to remove the old mastic from the tiles in an attempt to reuse them after taking them to several tile distributors to see if a match was availableMr*** agreed to pay us for the work and picked up his tile and trim At that point I though we had settled with them Then we got emails from the homeowner while trying to do the repairs and it was clear in the picture that they did not sand the repair enough as well as a few other things that needed to be done to get it completed They said we used 3/drywall and I explain that 3/4'' drywall is special order and that the thickness is represented by the joint compound that we used to build up the surface to eventually sand back down as a standard way of blending new and old work together At that point they then decided it was 5/8" drywall as that is an in stock itemAt that point I check the receipts and the drywall we purchased was 1/2" so it confirmed that it was just needing sanded , however since the homeowner cancel I assumed that meant they knew what they were doing from my multiple explanations we had and or past experience In any event we did nothing wrong as they had canceled on us and only paid for the work we did
I propose that I can schedule a time to go cut and pull the drywall back off and if it is 1/2" drywall then they pay us for the time and effort to prove that it is 1/2'' drywall and if it turns out that it is 5/8" drywall that we reimburse them for the drywall portion of the repair which was only one small part of the repair
Thank You,
*** ***
Rivers Remodeling LLC
XXX-XXX-XXXX office
XXX-XXX-XXXX cell
Initial Consumer Rebuttal /* (3000, 8, 2016/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are extremely disappointed that the owner of Rivers Remodeling did not even have the courtesy of responding to our request Forwarding an email statement from your employee is not an acceptable response Obviously our claim that they have terrible customer service has been proven
The response by *** to come to our home and inspect the work to see if it is in fact the wrong drywall is a little too late That should've been offered when we contacted him weeks ago, or when we contacted the owner of the business weeks ago about the fact that our window frame and tiles wouldn't fit properly We sent multiple pictures to prove this to both *** and the owner We aren't stupid people, we can tell what joint compound is and what drywall isThe entire surface of the repair ISN'T covered in joint compound So ***'s excuse of sanding it would fix it is NOT true***'s statement that if he detected that the drywall was in fact incorrect then we should be reimbursed the drywall part of the repair as it was a small portion of the bill is unacceptable If the wrong size was installed then this company is incompetent of a simple drywall repair job
*** also stated in his response that he emailed us a date to come to our home to finish the repairHe then said, "in the meantime we went about our daily routine of completing projects with a plan of being at the ***'s house the Friday as discussed but did not confirm and was not planning on confirming until the day before." *** emailed that date to us and we responded that same day that the suggested date would not work for usThat Is not a "discussion" per ***'s quoteHe says that we canceled the appointmentAn appointment is a date and time that both parties agree toIf *** would read his emails then he would've known that we were unable to do that date and did not agree to it Therefore, the continual accusation that we canceled the job is INCORRECT!!! We finally gave up trying to get a response from him because he refused to respond to us for over a week
Rivers Remodeling should not be endorsed by the Revdex.com as the owner and his manager clearly prove that they have terrible customer service through poor communication and lack of willingness to work with customers on unsatisfactory workThe fact that a customer filing a complaint with this organization is what motivates an offer to inspect their work is unethical
Rivers Remodeling is not allowed in our home so therefore we do not accept the Managers proposalWe would like this rectified with a full refund as stated in our original complaint
*** and *** ***
Final Business Response /* (4000, 20, 2016/04/27) */
Spoke with *** the company will be mailing the check to the consumer and coping Revdex.com
Final Consumer Response /* (2000, 22, 2016/05/05) */
Please see attached copy of refund check for consumer Mr***, dated 5/3/

Repeated issue of receiving incorrect or faulty product (hair extensions). Business unwilling to offer exchange or refund, I placed an order 8/30 with The Hair Factory (THF) for a New York Remy Curl 14-inch hair extension (transaction ID XXXXXXXXXX). I purchased this particular product as it is supposed to be a high-quality natural wave extension made to closely match the color and texture of my own hair. My order was placed by phone with a request to carefully ensure that I received the correct product as I had received incorrect product on two previously placed orders with the THF: The first where the hair was not the correct length (sold as 14", although it barely stretched to 12" when pulled straight); and the other where I was sent the wrong product which was obvious by its texture and wave. In both situations, the person who assisted with the return/exchange was apologetic, explaining unique circumstances behind why I received the wrong order. The shorter length was blamed on the manufacturer since they had shown the product labeled as 14" (there was no labeling on any of the product I received). In the case of the incorrect product, I was told that it was a special type of hair, rarely ordered by customers and therefore not always easy to locate by the person fulfilling the order.For this order, I was reassured that the correct hair - style and length - would be sent. I received the order (10) days later. At first glance, the hair appeared to look similar to the correct product I had received previously, although the strands were shaped in clumps of waves as opposed a more natural/frizzy look I had seen before. Nevertheless, the product texture and length looked and felt good out of the package, so I assumed everything was fine.Upon adding the extensions (I used 1/3 of the package), the hair seemed to feel and look good over the first couple of days. On day three, I noticed that the hair started to tangle on its own which seemed very unusual for a quality-made hair extension. I tried treating the hair with a variety of products, all of which are quality products that I've used on previous extensions over the past several years, and nothing would work as the hair continued to be a ratted mess. I finally resorted to taking the hair out to wash and condition to see if that might help. While the hair was not as tangled, it still never bounced back which is something I have not seen on quality hair. (This is not uncommon on cheap extensions.) I decided to replace this hair with another portion of the package in an attempt to see if may have been a fluke. I experienced the same issue. I called Customer Service and spoke with [redacted], the [redacted]. She initially questioned my products and routine. I explained that I have been doing the same thing for the past 15+ years and have not had this issue with good hair. [redacted] continued to defend that it was most likely my fault. After going back and forth on this, she asked me to send a sample of the hair so that a product specialist would review. She told me they would contact me after that. I sent a letter, both used and unused samples of the hair which was expected to arrive there on 10/17. As of 10/29, I had not heard anything, so I called THF and asked for [redacted]. She told me that she wasn't sure if they received my samples and had time to review. She then put me on hold and came back a few minutes later saying that after she reviewed what I sent, she felt it was dry and its condition was based on how I was treating the hair. (What happened to the product specialist's review?) I, again, explained that I did not treat the hair any differently than I had any other hair. I had also told her that as of today, I went back to hair I had purchased from The Hair Factory earlier that year and had not had one issue with tangling, dryness or otherwise - nearly one year later. When I asked what they were going to do, she told that all of the hair they sold was of great quality and that this was a result of my handling.Desired SettlementI was originally seeking a replacement, but now I no lnoger wish to do business with this company and would like a refund in the amount of $178.15.Business Response Contact Phone: XXX-XXX-XXXXThank you for taking up this report.Here is our history with the customer:4/9/12 Customer ordered a sample of Pre-Bonded Silky Straight4/18/12 Customer ordered Pre-Bonded Wavy Product10/1/12 Customer requested the same hair she ordered last time. There was an error and was sent Pre-Bonded Silky Straight in error10/4/12 A replacement was sent. 10/15/12 Customer returned the hair said that it is the wrong hair and it was silkier.2/18/13 Customer ordered New York Remi Curl 14" by Overnight Service.2/19/13 Customer complained about length. We sent a replacement at no cost by overnight service. We sent this out in "good faith" with expectations of receiving the shorter hair in return.3/6/13 Customer returned hair and erroneously received a credit for the product. 8/30/13 Customer ordered New York Remi Curl 14" once again with regular ground shipping service, which can take 5-7 business days.9/9/13 Order was delivered10/14/13 Customer called to complain about hair and spoke with Brittany. As this was an unusual complaint, we asked to see a sample of the hair. The complaint was received after our 20 day return policy.10/18/13 We received the customers hair. A phone conversation devolved into a one way conversation, with us unable to offer help with salon advice nor to offer a replacement. We are willing to offer the customer a replacement piece. We would like her to acknowledge the benefit of the free hair on 3/6/2013. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not receive free hair on 3/6/12. I received a credit for hair I returned.Bottom line, the only time I have received an order without error was my first order in April 2012. Every other order since has been wrong on some level. These errors by the company have been a major inconvenience and have cost me time and money.In October 2012, I asked for the same hair I ordered previously and did not receive it. I ordered this hair because I was getting my done for my 40th birthday celebration. I paid to have shipping on the hair expedited quickly only to receive the wrong hair twice. I lined up three different appointments with a stylist to have the hair put in. Receiving the wrong hair resulted in me having to cancel with her twice. This was an inconvenience for the both of us, not to mention an added stress of not knowing if I was going to be able to get my hair done in time for my birthday. I paid to have the hair I purchased in February 2013 sent overnight because I needed it in time for a photo shoot. When I received a shorter version of this hair (which was simply too short for the style in which I wear my hair and the look for the shoot), I had no choice but to do an exchange. Again, this was a major inconvenience. The person who I spoke with at the Hair Factory overnighted the replacement hair which is what I would have expected from any company with decent customer service. If I needed the hair in two days or a week, I would have ordered it accordingly. I needed it the next day and bottom line, the Hair Factory's error cost me time and created a stressful situation out of something that didn't need to be. As for the last order, I learned my lesson trying to expedite speedy requests and therefore, placed my order knowing that I would be using the hair within the next few weeks. Once I had the hair put in, I didn't learn the hair was bad until I wore it for a period of time. And quite frankly, if the return policy was 20 days, why bother to ask me to send samples of the hair if I was going to be told there isn't anything they would do anyway? More inconvenience and wasted time on my part.My opinion is that the Hair Factory tries to pass [redacted] shoddy products as something of quality. I believe most of their customers won't take the time to challenge and this is why they get away with it. What this company fails to understand is the inconvenience and domino effect of the errors. This response clearly shows a lack of understanding about quality customer service. Final Business Response We believe we have tried to accommodate Ms. [redacted] and have shown her as much courtesy as any of our customers that we have served in the past 27 years of business. We do value her business and will give her a full refund for the order in question, provided she returns the product. We will send an e-mail to her with a ups postage paid return label.