Before & After Hair Design Inc

Review: On 09/11/13, [redacted] colored and cut my hair. She used a flat iron to straighten my hair while it was still wet on the ends. I heard it singe and then she started to use another flat iron of the lady next to her. When I left I did not notice the back of my hair was singed and burnt. I woke the next morning and washed my hair and my daughter told me that my hair was burnt in the back. I called the next morning and [redacted] insisted it was nothing she did. She offered to do a treatment on my hair that Saturday. When complete there was still one spot that I could feel was still burnt and I alerted her of this. I washed my hair Monday morning and it repeated again. The top layer of my hair in the back was burnt. I went by the salon on Tuesday, 09/17/13 because they were closed on Mondays. The two girls that were there felt my hair and said it was burnt. They took the message that I wanted my money returned $95. [redacted] called me on my cell phone two hours later insisting that she didn't do anything and it was my hair texture changing. My hair texture was not like this when I walked in the salon on 09/11/13. I went by the salon on 09/19/13 and asked for my money to be returned and for no hard feelings. She refused and humiliated me in front of her clients and her staff.Desired Settlement: Refund of $95

Business

Response:

I colored and cut [redacted] hair in September 11,2013. I use [redacted] products and we are a [redacted] Focus Salon where we receive in salon training every quarter. I used a deposit only color on [redacted]'s hair to cover her roots and freshen up the mid shaft and ends of her hair. After it was completely dry, I did use a [redacted] smoothing iron on her hair as I have done numerous times in the past. The iron has an automatic shutoff safety feature on it and I did not realize that it had shutoff until the iron was cool. I wanted to proceed so I did ask for another hot iron from the stylist beside me. Please note, had to get another iron because the one I was using was cool therefore not able to "singe" [redacted]'s hair as she stated. When [redacted] called and told me her hair "looked fried" I explained to her the products I used did not have the ability to damage hair because it had no lifting power and the catalyst I used was for deposit only, no lifting. I also told her to please come in so I could look at it and see if there was something I could do. She came in on that Saturday the 14th. The small area of what seemed to be a texture difference in the hair was in the top of head, 1 inch from root, not on the ends like [redacted] claimed. I did give her a COMPLIMENTARY intensive treatment that values at $40. Afterwards, I told [redacted] the areas where still there, confirming to me once again that it was not damage. The treatment I used guarantees to heal weaken strands up to 85%. She was satisfied and said thank you and left the salon. On Tuesday, September 17, she called my salon and asked for me. The stylist told her I did not work on Tuesdays and assured her they would leave me a message. The stylist said she came into the salon 30 minutes later after the phone conversation ranting to see me and that her was getting worse and demanding her money back. Once again, they told her they would leave me a message. They stylist called me and I in turn called [redacted]. I told her to please come back in, I would give her some COMPLIMENTARY take home products to seal down the cuticle since she told me she never did anything to her hair to style it. The conversation did not get heated, she said thank you. On Thursday, September 19, she came back into salon near closing. There where 2 stylists there and 1 guest in the salon. She came in again ranting that her hair was getting worse. I tried to calm her down, have her sit in my chair and she was up and down, pacing the front of the salon, yelling and cursing. I charged her $85 for her cut/color. $25 for for her haircut that was fine. And the remaining $60 was for color. I offered to refund half of her money and she agreed. Once I was at the register, she still was yelling and demanding that I call [redacted] the company. I told her I had already talked to them on her behalf and they agreed that with the services I rendered, there was no way that I could have weakened her hair. She then proceeded to threatened me that even after I gave her a refund, she was going to " destroy and hurt my business and turn it upside down" all the while with a smirk on her face claiming "no hard feelings". I then decided that there was no way to rectify this problem, she was just clearly an unhappy person. I did not humiliate her in my salon, she called me names and defamed my character as a believer in Jesus Christ. I then asked her to politely leave the salon. She did a fine job of humiliated herself in front of professional people and unfortunately, more importantly, her young children. For the record, weakened hair does not come and go away and repeat, or get worse as each day passes. When the integrity of the hair has been compromised, it happens at once, and then goes on the amend immediately, especially when professional products and treatments are used. Thank you, [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The salon has not entertained the thought they may have been the cause of the problem. All blame and accusations were placed on me whether my hair texture was changing or I used a substandard product. I did not want a conflict, I just wanted my hair repaired or $95 refunded. I did not go to the salon on 9-11-13 with damaged hair but the morning of 9-12-13 my hair looked as if I took a lighter to it. I do not want to continue this conflict because I liked going to this salon and liked everyone there. I thought very highly of [redacted] and felt her to be the best. I hope the best for the salon but turning a customer away for not admitting or attempting to correct a problem will definitely not produce return business.Regards,[redacted]