CODA Link, Inc.

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: Heidi N***
Contact Phone: XXXXXXXXXX
Contact Email: ***@yahoo.com
To whom it may concern:
My name is Heidi N*** (Salon Manager), who had talked to Ms*** on the phone on 5/16/
In the
matter regarding Ms*** she came into the salon on Wednesday May 13th
I spoke to Ms*** on the phone on 5/this is exactly what I said and also Mr***: she came on Wednesday had her nails done, her nails look terrible, too short, not the shape that she wanted so she go home and filed them herself now even shorter(I asked) Did I do them on Wednesday? (Ms***) No, the man did them (I asked) did you ask him to shorten? (Ms***) yes, but he cut to short (I asked) Why did you stop him? If he was cutting down to short the first nails (Ms***) I didn't see them (I asked) he cut one figure nail at the time, and also did one hand at the time, you should stop him when he did your first hand ( Ms*** ) I didn't want to be ruleI told her to come into the salon I would be happy to look at them and see what I could do to make things right(Ms***) she'll come in.(end conversation on the phone)
(Mr*** at my salon)
Ms*** sat at my station my co-worker told me I have customer is waiting (I'm from the back) came up to my station, look at her nails, I saw nothing wrong with the nails( no lifting or breaking) look perfectly fine, other than them too short according to Ms***I tried to explain that I could not replace them with a new set which cost $50.00.A fill and shorting of her nails was a $expense and there was nothing I could do at this time as it had been several days since she notified me and the nails were in very good shape with no lifting.(Ms*** left salon)
(I Asked my employee who did her nails) Did she tell you her nails are too short before she leave on Wednesday? (He said) no(I asked) Ms*** did not like her shape why didn't you shape how she like them (he said) Ms*** wanted her nails pointed (Stiletto shape which we charge $extra for a fijust to shape that) so Ms*** fill was going to be $instead of $21(he noticed Ms*** before he shaped), Ms*** did not want to pay $extra for that shape, That's why he shaped her nails as (square and round at corners)
A professional nail technician who has been licensed for yearsIs a much respected technician at Elite nails with an established clientele? It is required that every technician employed at Elite Nails ask what the client would like doneThe client then request a new set, a fill, or a manicure on natural nailsAfter that has been established the next question asked by the technician would be if the client would like their nails shortenIf the client request their nails be shorten the next question asked by the technician would be how short as he places the clippers at an average lengthAt this point the client either agrees or requests them to be a little longer or shorterAfter length has been determined the technician will compare each finger by placing them side by side to ensure they are equal lengths on each handThe next step would be to place the acrylic or gel filler to the nails to ensure they look naturalThe nail technician will not change the shape or length of the nails on a fill unless this is requested by the clientAfter filling, filing, buffing, and painting the client nails every technician will ask the client if they are happyAt this moment she could have said NO or while at the drying table asked another technician to notify the manager that she would like to speak with them in a discreet mannerI would have been more than happy to discuss her concerns while she was sitting for drying her nails or taken her name and number to reach her at a later time if she was uncomfortable or short on timeWhile I feel bad that she determined after some time she was unhappy she was given many opportunities to make her wishes knowOur salon will provide video footage when MS*** came to get her nails filled or when we came back for her complain (if needed) I have many customers that have offered to write a letter stating how the client makes the decisions and is given the opportunity to express a change if needed to a technician or myself
Sincerely,
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure who the manager spoke to but this person was either not my technician or should be reprimanded because this account of my visit is entirely incorrect and if this is what they think happened then they were clearly paying no attention whatsoeverFirstly, a new set is not $50.00,as I had my first set done here for $35.00,including my dollar tipSecondly, I stated on the phone that my nails were filled, cut too short, crooked, and yellowThis was all photographed and clearly visible that night
My issue with the service is that I was not asked the questions the manager states I should have been askedMy nails were filed faster than I've ever seen anyone file nails, and by the time I saw the length he was doneI would have dismissed the length after the first file, however, he continued to file without asking what I wanted and made my nails square with rounded cornersI came into the salon with completely square nailsI like sharp crisp corners and he could see that from my current setHe filed the corners without checking as he was supposed toWhen I told him I wanted square, he had to file them even shorter to fix his mistake, causing them to be too shortAt this point I was already late to be somewhere and had to leave before my nails were even under the drier for more than a minuteI at no point requested stiletto nails, and did not turn down an extra charge for a shapeI work in a restaraunt and stiletto nails would break and I cannot have themThe only moment I turned down an extra charge was when I told him I wanted French tipsI stated this when I was greeted, when I sat down, and once more after sitting downYet he started to put a finishing coat on without asking if I wanted color or FrenchI reminded him before he put the coat on and he told me it cost extra, so I said nevermind that's fine
The technician asked me maybe two questions the entire time, was looking down or talking to another technician the rest of the time, and sped through the entire processI came to this salon because the first technician I saw was EXCELLENTHe took his time, he checked my nails constantly to make sure they matched, and they were beautifulThis second experience was the complete opposite
I told the technician that my nails were very yellow and he said he would take it off(the yellowing was the result of the top coat I use at home, and was not set into the nails themselvesThis would have come off easily if he had taken the time to do so, as I do this to my own nails at home to refresh them between fills.) The yellow color is showing through the fill,because he did not spend the proper time on my nails
I did not file them myself at home as she statesAnd he did not stop in between hands for me to see them
I do not care if the salon will not refund meBut the manager should acknowledge that her technician failed at his jobMaybe he has an established clientele and years of experience, but after doing your job well for so long, most people stop trying, as he probably hasAnd most people who go to salons for their nails don't have much knowledge of how they should actually be doneI have done my own acrylics in the past, and have been to many salons in the areaI know what good nails look like and how customer service is supposed to be performedI left my previous salon because they did a poor job and raised their prices with no change in qualityI was ecstatic when I found elite nails and they did such a proper job the first timeI am thoroughly disappointed with this experience, and after speaking with two other customers who go to Elite, they said that they also had horrible experiences going to the same technicianHe rushes, he doesn't ask the proper questions, and his nails aren't properly done
And telling a customer that you won't fix their nails after one of your technicians botched them simply because they spent dollars less than you thought is petty and irresponsible as a business ownerIf you are that concerned with a dollar loss then you should look into correcting your employees' behavior and performance rather than denying your customers proper service
My close friend who referred me to this salon and I are now looking for a new salon in the areaHer mother is a licensed aesthetician working locally throughout Mishawaka and Granger and is now referring people away from Elite nails
I encourage the salon to review their footage so they can improve on their practices and correct their story
Final Business Response /* (4000, 9, 2015/06/06) */
Contact Name and Title: Heidi N***
Dear Ms***
I'm sorry to hear you are not happy with my respond, as you said you were happy with first nails technician from us, you should asked for him(first nails technician) to do your nails again so you would get the same result ( shape, length ,etc......) that you had the first timeAs you know every nail technician has their own technique, I cannot make them doing the same as others technician, I can only ask them make our customer happy, which is do what's customer want as they request or speak, that's why they have their own clienteleIn this case you did not tell him what you wanted, so he would not know what to make you happy, next time please allow you and your technician more time so you will have more time to tell him/her what do you want! Or how do you want them to be done!
As you said he did not paint your nails, he did not know you want your nails paint ( again you did not tell him how you want it)and your nails turn yellow, there are many reason made your nails or anybody nails discolor by using make-up, cleaning solution, tanning, etc.....and that's wearIf you can give us another the try which you were happy the first time, I or first technician can paint your finger nails with NO CHARGE and credit or refund your $3.00( to shorten your nails as you request) but you did not happyOther than these offers, there is nothing I can do because your nails already filled and there were no lift or break so I cannot give you the full refund
Again I'm sorry you did not have a good experience second time but you could of told him what you want him to do, I'm sure he would do exactly what you want it or if you are comfortable with technician did your nails ask for him/her again and we appreciate your business
OFFER:
one time figure nails paint NO Charge and credit or refund $for shorten( as requested at the time)Ms.*** did not happy with result