Glitz Inc.

Hi there,Our names are Oscar and Mary [redacted] L[redacted], we are the owners of Glitz School of Cosmetology.  We have been in business for over 3 years and this is the first time we have received a complaint  from your agency.  Our mission is to provide a quality post secondary cosmetology...

education that prepares the graduate for licensure and job entry skills.  In having said this, it is our responsibility to educate our students in all areas.  We teach on the actual service, products, life skills and how to conduct them selves in every situation.  The day of the reported incident (2/27/16) we had a client by the name of [redacted].  She signed in at our front counter (see attachment A), as we have all clients sign this form which was provided to us by our attorney.  This disclaimer as you can see clearly indicates "By signing this document I assume all risk and waive any claims of personal injury and damage to personal property associated with such services."    [redacted] chose to get her hair done,  so we picked our student Gabrielle to do her hair this day.  Gabrielle transferred to Glitz from [redacted] (another school) and she had already completed over 1000 hours at this school.  This was Gabrielle's first day at Glitz but due to the number of hours she had already completed at [redacted], she is allowed to work on the public.  Our instructor Teresa L[redacted] is in an area which allows her to keep a close eye on all of her students.  At the time of consultation, both the student and instructor explained to [redacted] that it would take several visits to get her hair color as light as she wanted it to be.  Our student even named "[redacted]" as an example due to how light her hair is.  Everyone knows that you want to take your time getting your hair lightened and that you should never go from dark to light in one visit.  [redacted] was adamant about this picture she showed our student and when she noticed it wasn't what she thought it would be she began to be extremely rude.  Our instructor never wants to see anyone upset so she offered her 50% off.  [redacted] was ok paying this amount, however when she arrived at the front desk she was yelling how bad her hair was and insisting she did not want to pay anything for it.  We had SEVERAL people witness her behavior.  I, as the owner also witnessed her foul language from our videos and personally called our school and spoke to [redacted] and told her to stop using that language.  I told her that I would handle the situation but never once said she could leave without paying. At this time, I was getting several calls from the other instructors at my school telling me that we had parents very upset due to the language being used by [redacted].  My instructor Teresa finally told her to leave and that she would speak to me about the charges once I came in on Monday.   At this time, my secretary jotted down her license plate number so she can give it to me just incase we had any further problems.  When [redacted] saw our receptionist took down her license plate numbers, she stopped her car in the middle of our parking lot and jumped out to run back in and start screaming at our instructor.  [redacted] then grabbed my receptionist by the wrist and also yanked the clip board out of her hand and walked out with it.  Luckily there was a police officer in our parking lot and he heard her screaming and rushed over to our parking lot.  Everyone was trying to talk to the police officer at this time, so he asked [redacted] if she had received services at Glitz and [redacted] answered "yes" but that she wasn't going to pay for anything because she was not happy.  At the time, the officer explained to her that she needed to park her car and walk back inside and pay us regardless of how her hair turned out.  At this time the officer and [redacted] walked back in and [redacted] agreed to pay us.  At this time, my husband and I showed up and we told her to please just leave and not pay us anything, we just wanted to calm the entire situation down and minimize the outburst that had just taken place due to the number of customers at our school.    We actually were wanting to fix things because at this time, we were believing the customer because she kept telling us how sorry she was.  She explained to us that she just wanted to leave and not cause any trouble, so we agreed.  After she left,  the officer and I went back into my office and viewed the video and saw what a completely different person she was when we were not there.   At this point in time, I clearly indicated to everyone that I NEVER wanted this person back in our school or to have any communication with myself or my instructors.   I showed this video to [redacted] ([redacted] to the [redacted] at the [redacted]).  [redacted] can be reached at ###-###-#### as he can testify to her screaming and foul language.  [redacted] was also very embarrassed when he saw this video and phoned her [redacted] to advise him of the incident.  Glitz does many fund raisers with the school that she works at and Glitz also provides scholarships as well.  We are a strong supporter of our [redacted] and my husband and I go above and beyond to help many people in our community.  This entire incident could have been handled so differently, had [redacted] come see me at a later time instead of yelling to everyone that as an "owner" I need to take care of my [redacted] and be there.  I work very hard and from time to time, I need an afternoon off.  Our instructor offered MANY MANY times to fix [redacted]'s hair but [redacted] just didn't want to pay.  I would highly suggest that maybe someone at your agency can take a look at our facebook page of reviews that we have received in the past and as you can see we come highly recommended.  As you can see from this page, [redacted] and her sister both rated us low and [redacted]'s sister has never even stepped foot in our place.   I have no objections of fixing our errors however, [redacted]'s anger issues do not warrant a visit back to our school.  My staff tried very hard that day to make her happy and she was just not having it.  She clearly indicated on facebook that her cousin fixed her hair so she is content at this time with her hair.  We have snap shots of all her ranting and raving on all social media, so please do not hesitate to contact me and I will send this over to you.  Attached is a letter that I received from a customer who was also at Glitz when this entire situation occurred.  (attachment B)  I am also attaching a copy of the police report as well.  (attachment C)Please do not hesitate to call me or email me with any further questions or concerns you may have.  As a business owner, of a school I am anticipating a certain amount of clients that will possibly not be happy with their services.  We are a SCHOOL, and will always guide and teach our students to the best of our ability.  Best Regards,Mary [redacted] L[redacted] Glitz School of Cosmetology2460 Missouri Avenue[redacted], NM 88011###-###-####

I didn't know I needed to respond against the company's response or what to say at this point, I don't want the case to be closed if it's not resolved that the company will take responsibility for their actions