Diesel Salon

This review is regards to a no show/cancel policy and in no way refers to the quality of hair services There is no written cancellation policy posted on the business' website nor in its brochure I am not blameless in this matterThere is a discrepancy between the receptionist and I as to what was communicated The fee charged is an egregious amount
No cancellation or no show fee is posted on the salon's website, brochure, or in the lobby area of the salon A consumer cannot be expected to pay a fee they are unaware of or have not signed as part of a contract of services
I am a busy parent of teenagers/ one is Autistic and has anger outbursts Over the past years that I have been a client they calculated I was either a no show or canceled times These appointments are booked at the end of the previous session 6-weeks in advance Often times I forget about the appointment unless I'm reminded by email, text, or phone On the 5th of November I missed an appointment I received the following voice mail transcript:
"Hi *** this is *** calling from Diesel Salon I was just calling because you had an appointment with *** * today at 3:for a partial highlight and hair cut We have a credit card on file that was going to be charged today if you were a no show So the balance of 50% of the price of your ticket today would have been $($250) So that balance is due for the next time that you book since you did have an appointment from 3:to 5:with *** * today Go ahead and give us a call back at 619-280-9611."
I have no problem leaving a credit card on fileI pay for my teenage daughter to get her hair done there as well so it was a convenience to have it on file The receptionist insists it was explained to me that my credit card would be charged 50% for a no show or cancellation
I have no problem paying 1/up front and the other 1/at the time of service I had no idea that this would be a "fee" especially since there is no policy posted My hair dresser *** * is worth every penny and I have remained loyal to her I offered to include the $in the tip for Melissa when services are performed, but it was insisted that I pay the fee to themI had to pay the fee before I could book my appointment When I discovered I was being charged this, but there is no policy I told Melissa I would have to find a new hair dresser As a compromise Melissa took off the charge for the highlight and the unwritten "fee" I ended up paying was $
BOTTOM LINE: If the salon is going to charge such an egregious fee it must be posted and applied to allAll of this could have been prevented if my appointments weren't booked at the end of the previous appointment In the future I will have my hair done as a walk in or schedule the week of

Review: I went into this salon on 8/6/20103 for highlights to have partial highlights put into my hair I paid 152.00 for the partial highlight and cut. I went back to this salon 8/13/2013 because the highlight did not come thru with the color I wanted I was charge another 100.00 for their correction (NOTE I took photos in for the stylist to show her my desired color at my first apt)On 8/27/2013 I went back again paid another 100.00 and still not the color I wanted. On 9/4/2013 I went back yet again this time my hair was ORANGE they did a toner and then charged me 30.00 and my hair was still orange I had to buy a toner and put it on my hair to get the orange out I went to the Salon today for a Consultation with the owner after paying 382.00 they tell me they will not do anything because of the toner I put in my hair. THIS is NOT ACCEPTABLE they did not offer any solution to what they ruined. I now have to pay someone else to fix what they could not do right to begin with.Desired Settlement: Full Refund

Business

Response:

To Whom it may Concern:

Regarding compalint #[redacted], client [redacted].

our response:

A female client came into our salon on 8/6/13,to see a stylists she has seen before for a haircut.

This time she wanted to lighten her hair, and have a very blonde overall color. During our mandatory and thorough consultation, before getting started, the stylist explained that hair color is rated from 1 (being the darkest) to 10 (being the lightest), and she was at about a dark 4, and wanted to be a 9 or 10. The stylist explained that to achieve that much of a lift in color, it would be a process, several visits, and more expensive, and a charge each time. She agreed to this process, and left after the first visit at about a level 6. She paid $112.00 for the color lift,and $40.00 for a haircut, left a cash tip, and made another appointment for step two. 3 staff members, 2 stylists, and our receptionist, who collects payment at the end of the appointment, all said she left happy, and the fact she left a tip, is a confirmation this is true. She never complained, to stylist, staff or management.

On 8/13/13 she returned, the stylists did highlights to lighten hair again, she left at about a level 7, was happy again ,paid $100.00, left another cash tip, and made appointment for next step. She never complained, to stylist, staff or management.

On 8/27/13 , she returned , and stated that she now wanted some contrast around her face, and not just one blonde, but wanted contrast, what we call low- lights. Changed her desired look, changed her mind. The stylist achieved the new desired look, by adding low lights(darker pieces), and also lightening some other pieces to bring the contrast. Her light shades lifted to a level 9 as she wanted. She paid another $100.00 for this look, and again was happy and left a cash tip again.She never complained, to stylist, staff or management.

On 9/14/13 she came back, but now wanted to change her mind again, and a "ombre" look, which is darker on top and lighter on the mid to ends. Stylist redid some of the highlights, and did not charge her for this, and did a toner overall , which was $30.00. She left happy, and left a cash tip again. She never complained, to stylist, staff or management.

On 9/10/13 she left a message for me, as manager, to discuss her being unhappy. I called her back the same day, and told her she would have to come in and see the owner, and show her what her hair looked like, and explain in person her complaint. She made an appointment for 9/12/13.

On 9/12/13 she came into the salon with a dark level overall level 5 color. She said she had a friend color it with a box.

It was decided then that due to her actions, of multiple visits, and paying each time, and leaving tips each time, and never expressing a complaint to anyone until 9/10/13, that she knew it was a process for her first desired look, and agreed to that. Then due to her coloring her own hair and returning to a dark overall color,after all that, she expressed 2 things to us: She changed her mind often, first was unsure what she really wanted,confused, and then had buyer's remorse. Although we are really sorry this happened, both of these motives do not warrant a refund in our opinion.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9716815, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Message from [redacted]Complaint # 9716815To diesel salon.

On 8/6/13 I went Into the salon wanting to go blonde. Not a platinum or "level 9-10" blonde. My desire was a natural honey blonde color. I even showed my stylist the picture of the color desired (I have the picture on hand still)I was aware that it would take 2-3 times to color my hair to the preferred color I asked for. My stylist thought she should bleach out my hair and than put color over it. (I believe this was the first mistake as I have talked with many professional color stylists and they have told me this is not a proper technique to achieve "natural" looking color.)

I however was not aware of this as I am not educated on hair coloring.

I left a tip to my stylist (it's a polite thing to do)

I went in a second time on 8/13/13 to get another treatment as I expected. Again I showed my stylist the picture of what I wanted. My hair at this point was an orange copper color. It did not look natural. I was told to wait a week or so to look at the true color that lifts up. I waited one week until I made my third appointment. I was very calm at this point because I had expected 2-3 treatments and appointments to get my desired color (I was even told this by my stylist and the front desk receptionist)

8/27/13 I went in for a third appointment to get what I thought would be the finishing touch to the color I wanted. I did not ask for low lights. I asked my stylist to make it LESS orange. She is the one who suggested low lights to get the "orange, brassy" tones out of my hair. I agreed and said do whatever to get my desired color. She is the professional, not me. I suggested an "ombré look" or something along those lines just to get the orange color out of my hair. All I really wanted was a natural blonde color. Not a level 9. More like a level 6 or 7 at most. This salon does not listen to their clients needs. I left the salon happier than with what I had before. Not completely happy, which explains as to why I kept returning and even called back to get my hair FIXED.

On 9/14/13 I went in to get my hair FIXED which was the appointment description I made before I went in. To get the orange color out. My stylist even said herself that "the orange is just not lifting" to another one of the stylists on staff. I should have NEVER paid to even have it fixed. My stylist said to me "hopefully this will be ok" and said she would call just to make sure my hair turned out how I wanted with the toner and highlights she re did. I left a tip every time because I genuinely liked my stylist but I do not think she understood the look I wanted (even though I showed the picture more than once)

I never received a call back from my stylist and I did not want to pay yet another time to have my hair fixed. It was still orange. Not blonde. I have pictures of my orange hair and people would even tell me it was orange, not blonde. Not a good advertisement for the salon as it just makes people not want to go there.

I called and spoke with the manager on 9/10/13 telling her how unhappy with my hair I was. I asked for partial of my money back as I should not have paid that much for hair I had to wear and did not want. Not to mention how damaged it was. She asked me to make an appointment with the owner for a consultation.

I returned again on 9/12/13 to discuss what I wanted (partial of my money back, I did not want a fix because if my stylist cannot get it right by the third time or even fourth time, she will never get my hair to my desired color)The owner was very rude, disrespectful and would not help at all. She said to me "it is what it is" and I walked out unhappy. The owner had already decided before I went In that they would not pay me my money back, they wasted more of my time by calling me in for a "consultation".

I made an appointment with another stylist (who is a professional colorist) and he fixed my hair completely. I paid another $100 by somebody else to fix the damage that was done by diesel salon. It took him one time to get the desired color and look I wanted. That's it, ONE time.

I do not have buyers remorse. I have unhappy with my results remorse. I wasted my time money and I had to walk around unhappy with my look.

My tipping the stylist is not an indicator that I was happy with services. It's an indication that I DO actually have the money to spend on getting my hair colored by professionals and I will never have buyers remorse for something I truly want. Which in this case is natural looking colored hair that I did not receive by diesel salon.

I have MANY testimonials from professionals who have said it should have never taken more than 3 times At most to get my hair to the desired color. They have also said I should have NEVER paid to have my hair "fixed". Also, I should definitely should get a refund and never go to that salon again as they are not professional and have very bad customer service.

If the salon will not refund me at least 50% of the money I paid I will be getting legal matters involved. A customer should NEVER have to go through something like this, as this just shows how poor diesel salons customer service is. They would rather fight their client than make them happy and return again and bring more clientele to their business.

Thank you,

Business

Response:

Dear [redacted],

If the Revdex.com feels that the information provided from the client is correct, then so be it. We have never changed our story, nor have we made any excuses. We have simply told the facts the entire time. On the other hand, this client has changed the facts from her original complaint and withdrawn her original comments to change her story. If you feel that bending the truth, or her reneged story, is character that the Revdex.com encourages, then I cannot help you. Because, we will not do it. We will only tell the truth of what happen. We will not change our story, as she has done. (please compare her original email to her second email)

At the end of the day we are sad to loose a client. We really wish that we could have kept this client, but unfortunately we were unable to. We strive to provide excellent service to all our clients, and we are disheartened to know that we lost one. However, we stand by our values and our beliefs and know that we did everything in our power to make this client a raving fan.

As I always do with any business contact I make, I would like to extend an invitation for you to try our award winning customer service. If you ever want to take me up on the offer, please don't hesitate to give me a ring or an email.

Thank-you for your time

Diesel Salon

Diesel Salon

M: [redacted]

O: [redacted]

www.dieselsalon.com

This review is regards to a no show/cancel policy and in no way refers to the quality of hair services. 1. There is no written cancellation policy posted on the business' website nor in its brochure. 2. I am not blameless in this matter. There is a discrepancy between the receptionist and I as to what was communicated 3. The fee charged is an egregious amount.

1. No cancellation or no show fee is posted on the salon's website, brochure, or in the lobby area of the salon. A consumer cannot be expected to pay a fee they are unaware of or have not signed as part of a contract of services.

2. I am a busy parent of 2 teenagers/ one is Autistic and has anger outbursts. Over the past 4 years that I have been a client they calculated I was either a no show or canceled 8 times. These appointments are booked at the end of the previous session 6-8 weeks in advance. Often times I forget about the appointment unless I'm reminded by email, text, or phone. On the 5th of November I missed an appointment. I received the following voice mail transcript:

"Hi [redacted] this is [redacted] calling from Diesel Salon. I was just calling because you had an appointment with [redacted] today at 3:15 for a partial highlight and hair cut. We have a credit card on file that was going to be charged today if you were a no show. So the balance of 50% of the price of your ticket today would have been $125 ($250). So that balance is due for the next time that you book since you did have an appointment from 3:15 to 5:45 with [redacted] today. Go ahead and give us a call back at 619-280-9611."

I have no problem leaving a credit card on file. I pay for my teenage daughter to get her hair done there as well so it was a convenience to have it on file. The receptionist insists it was explained to me that my credit card would be charged 50% for a no show or cancellation.

3. I have no problem paying 1/2 up front and the other 1/2 at the time of service. I had no idea that this would be a "fee" especially since there is no policy posted. My hair dresser [redacted] is worth every penny and I have remained loyal to her. I offered to include the $125 in the tip for Melissa when services are performed, but it was insisted that I pay the fee to them. I had to pay the fee before I could book my appointment. When I discovered I was being charged this, but there is no policy I told Melissa I would have to find a new hair dresser. As a compromise Melissa took off the charge for the highlight and the unwritten "fee" I ended up paying was $90.

BOTTOM LINE: If the salon is going to charge such an egregious fee it must be posted and applied to all. All of this could have been prevented if my appointments weren't booked at the end of the previous appointment. In the future I will have my hair done as a walk in or schedule the week of.

Review: On 12/14/13, I had an appointment to have a haircut and my hair "foiled". I was assigned to [redacted]. During the consultation we discussed the hair cut and that I wanted to brighten my blonde highlights ( by foiling them). At no time did she mentioned putting a "toner" on my hair, or I would have advised her no, as I prefer the more natural look of just highlighted streaks. After she was completed highlighting my hair, I was sitting at the washing bowl, and lifted my head up to look in the mirror across the room and saw bright orange hair !!! When I called out to her, she came over and I said" [redacted] you didn't turn my hair orange did you ?" She said no, its just the lighting here in the salon. She went into the back room that had a door on it where there were other stylists talking together. A couple of minutes later, two other stylists came out of the back area, and one came over and looked down at my hair and touched it. The other one walked by and looked at it, they both went back into the back room. [redacted] came back out a few minutes later, and said "oh, I am going to put another toner on it, this one did not take", she proceeded to do so. When she took me back to my chair, I started crying and told her to forget the haircut, she had ruined my hair, it was ORANGE. She dried it and I left immediately, but not before paying $175.00 for her ruining my hair. I called the salon owner multiple times only to get her secretary who was lacking in customer service skills, so much so she was talking over me, yelling at me everyone's hair is different. I advised I had been having my hair highlighted for 20 years and NEVER had it been turned orange. She told it was my fault I went to a different salon to have it repaired. I advised her I am a business person and could not walk around with orange hair, when I told her I had pictures to show her the color she refused to look at them. [redacted] is obviously not trained properly in hair color, and the management is entirely unprofessional and unaccountable.Desired Settlement: I am asking for a full refund due to having to go to another hair salon a few days later and have my hair repaired as much as possible, although it will take a year for this "toner coloring " she put on my hair to grow out !! I have a statement by the stylist who I went to confirming that my hair was greatly damaged. Also, the harassment I have suffered by the owner is unforgivable, it cost me another $150 to have it repaired,so I am asking for my full $175.00 returned to me with an apology.