Fantastic Sam's

Revdex.com:
I have reviewed the response 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 owner, [redacted] is back pedaling & is not forthcoming in her representation of events.  I arrived at 5:30 pm on 6/30/15 for a color service with [redacted].  I asked [redacted] twice if she had enough  time, to which she replied yes both times.  After initially speaking with [redacted] on 7/2/15 then sending her photos of my hair, she called me back & offered a refund, then stated she didn't know how to perform a refund.  [redacted] failed to respond to my text messages on 7/6/15 & failed to answer my calls on the same day.  The only two offers she made directly to me were on 7/2/15: one offer was during our first phone conversation to have [redacted] fix my hair & the other was during our second phone conversation for a refund, after she saw the photos of my hair.  Did [redacted] also inform your agency that she as well as other exevutives from fantastic SAMs ([redacted] & [redacted]) have ignored my communications in attempts to resolve this issue?  I recently emailed photos to all three with how my hair currently looks, after it was corrected by another professional.  It took four hours & my hair had to be processed twice.  Not to mention, I paid another $150!I am currently working with [redacted] in an effort to get my money back.  [redacted] informed me it is about a six week process.  [redacted] has made false statements to describe me.  She is attempting to slander me & is deflecting in an effort to avoid doing the right thing by refunding my money.  This "no refund" policy to services she references is not posted anywhere in the salon.  Additionally, she clearly is not aware of what past & current customers think of the salon..reviews on [redacted] average three out of five stars.  The last five star review was in July 2014...and seven months ago, the two reviewers who posted comments only gave the salon two out of five stars.  This has been a very disappointing experience.  I don't wish this experience on anyone. 
Regards,
[redacted]

The customer arrived at the salon on 6/30 towards closing time requesting for a color treatment. It was late but we professionally offer to perform the service. As part of performing any color treatment process, there's a waiting period to let the color cure properly. During this period, the stylist...

asked Ms. [redacted] if she could submit payment prior to completion five minutes before closing time. She did not have an issue and allowed the charge to her card for the service being performed. The stylist would not have done so if Ms. [redacted] didn’t give authorization. The color treatment was completed according to the guideline set forth for this process.Several days later on 7/2, I spoke to Ms. [redacted] on the phone and communicated our intention to resolve the matter if she can come in to have her hair assess by me or a manager. She was irate over the phone and stated that she doesn't want to come back to the salon and deal with me, my manger [redacted] or any of my staff. I expressed to her professionally that without seeing her hair in person, we cannot resolve the issue. Our attempt is to remedy the problem, as we would [redacted]lly do this for any of our customers. We want to ensure the customer satisfy with the service our salon provides. We have been in business for 7 years at this shopping center with not one case that wasn't resolved to our customer's satisfaction.I have attempted to resolve the issue with Ms. [redacted] on multiple occasions but she refused to accept our offers. She was very vocal and not cooperative over the phone and while in the salon. I offered Ms. [redacted] to schedule a time to meet with me or my manager (stylist) at the salon to have her hair review to resolve the matter. She didn't accept my offer and just show up at the salon unscheduled without anyone with authority to properly address the situation. Ms. [redacted] was argumentative to our stylists and demand for a refund which they cannot perform.We are committed to our customer's satisfaction but certain guidelines need to be follows to resolve complaints. If a customer refuses to conform to our policy, we cannot be expected to meet their request without first examine the issue. We have a professional salon with many satisfied customers over the years. It’s our intention to continue provide good service to customers that choose us for their haircare needs.Regards,[redacted].Fantastic Sams

I had the same issue. The only reason I used this company was because of my Warranty Company who I am not happy with either. I submit the first work order, tech comes and tries to do the job in dollar value which is ok but I think they should test and confirm that the AC is working, not just check if AC is started or not. We live in AZ and our house temp during day and night too its over 90. I called warranty back to place the recall order but no one showed up that day. So I called again the next day saying I placed a recall work order yesterday but no one showed up. They said they will send someone again, and no one has shown up yet. They dont place the parts order right away. I also spoke to the owner John no help. Would not recommend to anyone

This business is the best I have ever dealt with in the plumbing industry. No job is too big, small, or messy. Did not hesitate to go into a wet crawl space in sub-zero temps to fix a water leak. Followed up with a phone call the next day to make sure everything was still okay. Very courteous office staff as well. Thank you just doesn't seem like enough.

Revdex.com:
I have reviewed the response 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 owner, [redacted] is back pedaling & is not forthcoming in her representation of events.  I arrived at 5:30 pm on 6/30/15 for a color service with [redacted].  I asked [redacted] twice if she had enough  time, to which she replied yes both times.  After initially speaking with [redacted] on 7/2/15 then sending her photos of my hair, she called me back & offered a refund, then stated she didn't know how to perform a refund.  
[redacted] failed to respond to my text messages on 7/6/15 & failed to answer my calls on the same day.  The only two offers she made directly to me were on 7/2/15: one offer was during our first phone conversation to have [redacted] fix my hair & the other was during our second phone conversation for a refund, after she saw the photos of my hair.  
Did [redacted] also inform your agency that she as well as other exevutives from fantastic SAMs ([redacted] & [redacted]) have ignored my communications in attempts to resolve this issue?  I recently emailed photos to all three with how my hair currently looks, after it was corrected by another professional.  It took four hours & my hair had to be processed twice.  Not to mention, I paid another $150!
I am currently working with [redacted] in an effort to get my money back.  [redacted] informed me it is about a six week process.  
[redacted] has made false statements to describe me.  She is attempting to slander me & is deflecting in an effort to avoid doing the right thing by refunding my money.  This "no refund" policy to services she references is not posted anywhere in the salon.  Additionally, she clearly is not aware of what past & current customers think of the salon..reviews on [redacted] average three out of five stars.  The last five star review was in July 2014...and seven months ago, the two reviewers who posted comments only gave the salon two out of five stars.  
This has been a very disappointing experience.  I don't wish this experience on anyone. 
Regards,
[redacted]

As a homeowner for 20 years, I have to say this is one of the worst service calls I have ever experienced. The other 2 reviews listed here are very similar to my experience. When they showed up (after giving a window of when they were coming from 12-6 and having a "full voice mail" box when you call their phone number) they did not introduce themselves or listen to an explanation of the problem. There was a tech and what appeared to be a trainee. The tech said when he looked at my indoor a/c unit that his throat started to "close up" and that must mean that there is mold and therefore he couldn't do the repair. I explained that we just had a restoration company come out to get the water out of the carpets where the a/c was leaking and they said there was no mold or even water in the drywall. Then the tech made a threatening remark saying "you don't want me to get sick in your home do you?". He also made a few other strange remarks in the 20 minutes they were here such as looking at my infant son saying " is that a real baby?". Then they didn't ask for the $65 copay that the home warranty requires or leave any sort of slip or paperwork, which I find very strange. We were without a/c on a 110 degree weekend in Phoenix and had already had to spend 1 night in a hotel since we do have an infant and a 3 year old, so I was desperate to get the problem fixed. We were able to get someone else out who confirmed there was no mold, and diagnosed and fixed the problem within 45 minutes. If you are directed to use this company I would RUN not walk away from them!

Response:
Customer came back to Salon. We offered to tone her hair to her preference at NO COST. Customer refused recommended Service. Customer was refunded  full- Service amount on 7/16/15.

I checked in to the details concerning this complaint and have taken steps to correct the situation.  A new check has been issued to [redacted] for the cancellation of Ms. [redacted]'s Service contract per her request.  In order to expedite the check, we have sent it out Federal Express...

overnight delivery to her finance company.  We apologize this was not handled  properly from the beginning and want to assure all parties that Wilson Auto Group would never discriminate against anyone.  If we can be of any further assistance in this matter, please contact us.Sincerely,[redacted]CFOWilson Auto Group

14.6666666666667px; font-family: Arial; background-color: transparent;">The customer arrived at the salon on 6/30 towards closing time requesting for a color treatment. It was late but we professionally offer to perform the service. As part of performing any color treatment process, there's a waiting period to let the color cure properly. During this period, the stylist asked Ms. [redacted] if she could submit payment prior to completion five minutes before closing time. She did not have an issue and allowed the charge to her card for the service being performed. The stylist would not have done so if Ms. [redacted] didn’t give authorization. The color treatment was completed according to the guideline set forth for this process.
Several days later on 7/2, I spoke to Ms. [redacted] on the phone and communicated our intention to resolve the matter if she can come in to have her hair assess by me or a manager. She was irate over the phone and stated that she doesn't want to come back to the salon and deal with me, my manger [redacted] or any of my staff. I expressed to her professionally that without seeing her hair in person, we cannot resolve the issue. Our attempt is to remedy the problem, as we would [redacted]lly do this for any of our customers. We want to ensure the customer satisfy with the service our salon provides. We have been in business for 7 years at this shopping center with not one case that wasn't resolved to our customer's satisfaction.
I have attempted to resolve the issue with Ms. [redacted] on multiple occasions but she refused to accept our offers. She was very vocal and not cooperative over the phone and while in the salon. I offered Ms. [redacted] to schedule a time to meet with me or my manager (stylist) at the salon to have her hair review to resolve the matter. She didn't accept my offer and just show up at the salon unscheduled without anyone with authority to properly address the situation. Ms. [redacted] was argumentative to our stylists and demand for a refund which they cannot perform.
We are committed to our customer's satisfaction but certain guidelines need to be follows to resolve complaints. If a customer refuses to conform to our policy, we cannot be expected to meet their request without first examine the issue. We have a professional salon with many satisfied customers over the years. It’s our intention to continue provide good service to customers that choose us for their haircare needs.
Regards,
[redacted].
Fantastic Sams

They were very quick to check out the leaking gas line, give me an estimate and schedule the repair. Very careful not to tear up the yard any more than had to be and repaired the ditch and sidewalk very well. They were extremely great at taking care of dealing with the gas company and making an already hectic day go much smoother. I couldn't have asked for better service.

Complaint: [redacted]
I am rejecting this response because:This is a lie....

 The service was $135 and I was refunded $115.  They also did not offer to fix my hair, they told me they could make it "tolerable" for me.  Partial refund was only provided after weeks of calling corporate center.
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2015/08/13) */
Client came into our salon with bright purple and blue hair and wanted it to be a natural warm blonde. It was explained to the client by our Master Stylist and General Manager that this was a corrective color and we could not guarantee that all...

the bright colors could be removed with 1 visit. Client agreed that the service would not be guaranteed. We would not have agreed to perform the service without that agreement as the service required considerable expense. We also explained to the client that she would need to come back after 4 weeks to have it redone again due to the bright colors in her hair. We do have photos of the before and after showing a beautiful warm blonde with no green in her hair. After the client notified us that she was unhappy, We made numerous efforts to have the client come in so we could examine the hair and determine what would need to be done to solve the problem. We have several text messages indicating our efforts, but the client always had some reason that she couldn't come in even for a few minutes so we could make a determination. As a result of our inability to see the hair since the service, the clients inability to come back in in a timely manner, the expense we invested in the service, and the customers understanding that this particular service was not guaranteed, we are unable to refund money at this point and consider the matter closed.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not told to come back after 4 weeks, half my head was green, she took a picture of my hair in the back when the green is in the front, I do have my own pictures and own text messages. When I said I was unhappy and I wanted it done I told them I didnt want to go back to the same stylist, and yet they gave me the same stylist not to mention she was trying to talk me out of it by saying her process would be very damaging and probably not do much but we can try, then the manager tried to argue with me about the color instead of telling me what we could do to fix it. I also have pictures on how my hair BROWN not blonde. They took one picture in which she did blonde on the top of hair and back if you lift it up there is nothing but brown and green. Also my hair cut is extremely choppy and looks like there are chunks missing. What I signed off on was a Malibu treatment lightening and highlights. I did not sign off on brown hair choppy highlights and choppy haircut. The picture she has "before" was one that I sent her from the 1st it was done, when I went in it was a lavender quite lighter then the picture. I also have pictures of how light it was, my understanding was to lighten it so we could have it be blonde I said absolutely no brown. That is what I got. I want my refund.
The picture is 2 days after service. My hair is as dark as my bf's who is a dark brown, and you can clearly see all the green. If more pictures are needed let me know.
Final Consumer Response /* (3000, 13, 2015/08/24) */
[redacted]Document Attached[redacted]
Here are some pictures I have that are time stamped that day and 10 minutes after I left the salon. The 1st picture is the time stamped in which I sent my friend whom I came in with. The two after are a closer look at the pictures, in which the business response said there was no green, which you can clearly see in the picture, as well as the dark brown and spotty highlights.
Final Business Response /* (4000, 18, 2015/09/08) */
This matter is closed. We have stated our response and the client was unable and unwilling to come into the salon for us to see the hair. This is the end of the correspondence.

Thank you for your business.  You can always cancel any extended warranty and I can make that happen.    I will pull your deal file and look into it and get my General Sales Manager to contact you to go over all your paperwork in person.  We want you to be happy with your car and...

our store.   Thanks for bringing this to my attention.  [redacted] President.

Initial Business Response /* (1000, 10, 2015/12/10) */
Ms [redacted] was called back by Lisa. We claim no fault on what happened to her eye wax as she would not come in for us to see it and find out if she used any cosmetic products etc. Even though we did not see her, we agreed to refund her...

eyebrow wax. Ms [redacted] wanted a refund for all of her services that day even though she had no complaint about them. During this same time Ms [redacted] had several of her friends call the salon several times per day to shout and yell at anyone who answered the phone. Some of these calls were threatening to the person who answered the phone. Ms [redacted] would also call and shout and want to fight and each phone call with her took several minutes to get her to listen and talk so the problem could be understood. It appears that her intent was to disrupt business at any cost no matter what we did. We were advised by authorities what to do if the disruptive and threatening phone calls continue.
Initial Consumer Rebuttal /* (3000, 12, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For starters; I never had ANY of my friends call and complain or threaten anyone!
Also, I was NEVER NEVER told to come in and speak or see anyone. I was asked over the phone at the VERY FIRST initial phone call if I was on any medications I told them; that I was not. I told the gal that did the service that I was not on any when she asked me at the time of services. I would have never called to complain or disrupt business. I was told the very first time I spoke with Lisa that she was going to call me on that following Monday to proceed with the refund which NEVER occurred. I also would never call and disrupt a business and make threatening phone calls if I then in return put a complaint into Revdex.com. Seems to me like they can still not take responsibility for what had happened. I was trying to be nice about the situation until Lisa told me that it was basically my fault.
I do not accept this response what so ever!

Our corporate office have terminated this 10 for 9 deal over a 1 1/2 years.  We decided to go on with the program (our salon only) to accomodate some individuals that were close to the end to receive their free service.  [redacted] is not a regular client.  She comes probably...

every 6-8 months.  We have over 3,000 clients and cannot call every one of them.  We have posted back in November, a sign that as of April 1, we would not be able to take those cards anymore.  This should have given people enough time to become familiar.  Because she only comes 6-8 months, she missed out on the notice.  She really should come in every 2-3 months in which case she would have known.  I cannot refund her for the past service(s) she received.  She could have declined to be serviced knowing our policy ( which is typed in yellow paper as soon as you come in, in front of our register.)As for her coming in  and being afraid that we would retaliate.  This bothers me, as we all here consider ourselves professionals.  [redacted], our stylist who served her, is kind and very professional I am very sure she had the best service possible.    If you have any additional questions, my cell number is ###-###-####.  Thank you in advance for your attention to this matter.

Mrs [redacted] purchased a 2009 Toyota Corolla from us on 3/14/16. She brought the car back in to us a day or two later. We checked it out and reurned it to her. In her complaint she said we returned it with no fluids. The car left here with the proper fuilds in it. The car will not run with out the...

proper fluids in it. We have a 48 hour exchange policy that a customer can trade for a different car Mrs [redacted] was more than welcome to do that, but at the time that was the only Toyota we had in that price rage. We did not hear from Mrs [redacted] again untill sometime around the middle of July. Even though this is a 7 year old car with over 100k miles on it we provided a 3 month 3000 mile limted power train warranty. We provide this on all used cars we sell at [redacted] Auto group, we do not sell any cars as is.  Even though the miles were not expired the time had expired on the warranty when she contacted us. Before the contact in mid July the car was not brought back to us nor had we recieved any communication from Mrs [redacted]. The next contact I recieved was from [redacted] telling me they had pulled the motor out of the car and were about to put a new one in and asking were we going to pay for it. I told them I had no knowledge of this. Mrs [redacted] then contacted me asking me to pay for the repairs on a car she had purchased 4 months ago that was in someone elses shop. She told me they had not driven the car many miles I explained to Mrs [redacted] that the warranty had a time and a milage experation and that sometimes it is not good for a car to sit and not be driven, and that the time had expired on her warranty.

Dear Revdex.com,Our [redacted]ral Manager at that location, [redacted], will look into this matter and if she paid a deposit of $200, it will be promptly refunded.  However, the customer continuously refers to the vehicle as "her Kia" which obviously is not true.  All of our vehicles, both new and...

used, are the property of Wilson Auto Group, Inc until a purchase is finalized, paperwork completed and full payment changes hands.  We decline to reimburse her for any amount relative to the difference in price between the car she bought and the obviously better bargain we offered.  Unfortunately this customer was trying to buy a car a long way from her [redacted] Alabama home and while we would have loved to have sold it to her, someone else beat her to it.We  have her address and phone number in the complaint and will reach out to her after we do a little research on our end.Sincerely,[redacted]

It is not necessary for Ms. [redacted] to bring in her copy of the form.  She has already faxed the form to us.  The product in question has been cancelled and the refund will be send to [redacted].  The Car Care policy charge was for $1031 and this is the amount that will be sent to [redacted].  The Service contract was for $2586 and has already been sent to [redacted].

To Whom it May Concern:The complainant has been contacted and the issue resolved.Our Customer Satisfaction policy states if a guest is not satisfied with their service, they can come in at any time within 7 days of the service and have it redone until they are satisfied. The complainant returned the...

following day after her original color service asking for a refund. We offered to correct her color, at no charge, and also offered a free haircut and shampoo for her troubles. She said she had already gone to a different salon to have the service redone more to her liking. Although against our policy, I provided a full refund as a gesture of good faith. I consider this matter closed.Sincerely,Dean [redacted]Owner, Fantastic Sams

Complaint: [redacted]
I am rejecting this response because: The amount that [redacted] given me did not represent the total amount. In looking at my Retail Installment Sale Contract letter J states the service contract and car care amounts. On my cancellation paperwork both are checked because I refused both. She only sent the check for the service contract.  I only ask if they would review their copy of both forms and send check for the remaining amount as well.
Regards,
[redacted]