Great Clips

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It was not made clear to me that the price didn't include the haircuts I see that it says it doesn't but he made it seem he was not charging me for the haircuts
Regards,
*** ***

Dear *** ***,
Thank you for the letter regarding the technical issue our customer *** *** experienced with the phone he purchased from our store TechReBuy*** *** had indicated in the letter of complaint to the Revdex.com that he had sent an email to our store regarding
the issue he had been experiencing with his phoneHowever, we have not received, nor have we found any record of communication from him sent to techrebuy***; nor have we received any other form of correspondence from ** *** that would have allowed us to address the problem he had experienced with his phone purchaseWe would gladly resolve the technical issue, and if we cannot, and it is a matter of fault that rests on us, then we will gladly refund his money.
I reached out today in an email to *** *** indicating what I have outlined aboveI hope to hear from him soonThank you
Sincerely,
*** ***TechReBuy
*** *** *** Blvd
***, SC
Phone: 864-***
Web: http://www.techrebuy.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It still leaves me with a pool that's junk I want partial refund
Regards,
*** ***

Initial Business Response /* (1000, 5, 2014/06/16) */
Contact Name and Title: ***
Contact Phone:***
Contact Email: ***
We have contacted the customer, have notified him to come in & pick up his $refund for the difference paid for the haircut
to honor the $invalid couponWe have also asked him not to return to our salon in the future
Initial Consumer Rebuttal /* (450, 6, 2014/06/16) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
I received the following voicemails from the owner of Great Clips in Mundelein:
1)
http://s252124028.onlinehome.us/GreatClips/6_16_14%201058%20AM%20Voicemail%20fro...⇄ /> 2)
http://s252124028.onlinehome.us/GreatClips/6_16_14%201108%20AM%20Voicemail%20fro...⇄ /> The owner was very abrupt and still does not seem to care about customer serviceI appreciate their offer but after the hostile messages that she left I will avoid any and all Great Clips locations from now on
I do hope that someone at the Revdex.com reviews these voicemails or even consider's posting them to my original complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Never returned call after hours of say, they would call backI called and the same person did not remember and said, What is the issue and we can have someone there in minI said, that is not acceptable to wait till next week for the bigger issue and she hung up on meI wanted one opener to be repaired and a new one installed on the second doorShe said I am sorryI did not look at my padSomething is wrong, when calls are not entered into a PC and not have to wait hours and then take it upon myself to call and speak to the same person and not get what she said hours earlier

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Great Clips
Company Contact:
*** ***
Company Phone:
Company Email:
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
We have made two
attempts to contact the customer but have not received a responseWe consider the matter closed
Sent on: 4/17/1:55:PM

Dear Mr*** We are in receipt of your letter, forwarded by the Revdex.com. Live Well Financial appreciates the opportunity to respond to your concerns. MrIvry we are very sorry this inconvenience. We are a national company and this
information comes from various marketing companies. We mail to most all fifty states. I have added you to our internal do not call list, and while this is not the same thing, I assume that you did not want to receive any calls from us either We our checking to try and trace down the source of this mailing list on our endIf you had a copy of the actual mailing piece it would be helpful. However, as you said in your complaint “The company provided the steps to take to stop receiving prescreened offers of credit”. To be sure in the future, I would advocate utilizing the op-out procedures provided. In the interim we have added you name to be excluded from any new mailing lists. However, this may take some time to work through our internal system and again the best and fastest method to excluded yourself from future mailings is to follow the procedures provided to you, for this goes directly to the marketing organization that manages these mailing lists for the various states. Again, we are very sorry for the unwanted mail Yours truly, Bill N*** Quality Control Auditor, Risk Management & Regulatory Affairs Boulder Springs Drive, Suite NChesterfield, VA 804-404-***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Live Well Financial Inchas not satisfactorily resolved the issueUnless they can tell you how they decided to send me their inappropriate mailing I doubt they will be able to.MrN***' statement that "the company provided the steps to take to opt-out of receiving prescreened offers of credit" is misleadingHis firm's mailing asked me to call a toll-free phone (probably his company's) to be removed from their future mailing listThe irony here is I previously opted out of pre-screened credit offers numerous times, including a permanent opt-out in writing in 2012.MrN*** did not satisfactorily answer 1) why I was solicited for a Reverse Mortgage; the firm's mailing stated their records indicate that I "presently have a Reserve Mortgage" (which is untrue)2) I previously opted out of pre-screened offers from ALL of the credit bureaus as well as the Direct Marketing Association, and others including the Do Not Call Registry.Lastly, you must be age or over to apply for a Reverse Mortgage and, without telling you my exact age, I am NOT eligible to apply for a Reverse Mortgage.I did not engage this company in any type of business transactionTheir mailing was unsolicitedI do not wish to communicate further with them, nor do I wish to devote any further time to this matter.PLEASE DO NOT PROVIDE MY EMAIL ADDRESS TO LIVE WELL FINANCIAL INC.Sincerely,*** ***

Complaint: ***
I am rejecting this response because: This is not a fair settlementI am not asking to be put in a better position than before this horrific haircut happened nor am I trying to extort Great ClipsI would like to be left in the same position as when I walked in, unfortunately my hair cannot be given back to me but my ombré color can be restoredI can provide proof by photos and statements of my own that my hair was not damaged nor dry nor my colored faded outWhen I left the 2nd Great Clips I was not 100% satisfied I was relieved that at the very least my hair although much to my dismay was a lot shorter was an even professional haircutIt was not a style I would have chosen for myself but It was the haircut I had to get to even out the haircut I was given at the 1st Great Clips I had no intentions of removing my ombré anytime soonI was in fact letting my grow and asked repeatedly to cut the least amount possibleA fair settlement would be to refund the price of the horrible haircut I received and pay for the cost of ombré color to be restored to my hair which I will be happy to provide an estimate of the cost.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Hello Revdex.com Team,
I have reviewed the response made by the business in reference to complaint ID ***.The General Manager MsMichelle M*** investigated this problem and discovered that one of the salon stylists (who worked in the previous management on this salon franchise) was the person stealing the "Great Card" numbers (type of a gift card) and useing them to tap the funds out of themAfter going through the formalities internally, she got me a new "Great Card" issued with the same value (of $99.90) that I lost in the previous cardI am thankful to MsM*** for tracking this fraudulent activity and resolving it.Also, I am thankful to Revdex.com for your help in contacting Great Clips to get it resolvedSincerely,
*** ***

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Great Clips
Company Contact:
Company Phone:
Company Email:
Person Who Sent the Complaint:
Staff Member:
Response:
We did attempt to call the customer twice at the number given in the complaintBoth times there was no answer, nor was there a voice mail system for us to leave a messageWe regret that the customer is dissatisfied but we have made a good faith effort to contact her without successWe will have no further response in this matter
Sent on: 4/24/2:35:PM

Dear
*** ***
We responded to *** *** most recent email communication to us as follows: "You're welcome to come on in to our store, and a technician will help you get the SMini working on ***You may also call my store manager *** directly: 864-***Thank you."
Sincerely,
*** ***TechReBuy LLC
864-***

I work for Live Well Financial in the quality control department and I am in receipt of your email, that was forwarded to me by *** ***First off, let me say that Live Well Financial appreciates the opportunity to respond to your concerns. Live Well Financial provides ***-Insured Home
Equity Conversion Mortgages, sometimes referred to as reverse mortgagesTo be insured by the ***, Live Well Financial must follow the guidelines established by the U.SDepartment of Housing & Urban Development (***) in the origination, underwriting, closing, and servicing of these loans. I am sorry your experience with Live Well Financial was not a favorable oneThe *** reverse mortgage program requires enough equity in a home to pay-off any existing mortgages, liens, potential required repairs, *** up-front insurance premium, and closing costsAdditional funds may also be needed for an *** set-a-side for future taxes and insurance in certain casesThe percentage (as determined by the age of the youngest borrower) of your current home value (as determined by an *** certified appraiser) that is available to use or borrow must be enough to cover the above expensesWhat is leh over is available to you as a credit line, monthly payment, or as a lump sum at closing. My understanding is that your appraisal came in $*** short of an original estimate of $***. We are in the business to try and make loansHowever, we have very little control over the appraisal process and this is by design under the current laws governing the mortgage industryAppraisers work independently from lenders as third-party vendors, so they are not unduly influenced from making objective decisionsWe can question the comparables used and the deduction & crediting methods employed to obtain a value, however in the end it is up to an appraiser's discretionBefore an actual appraisal is done, we can only make an educated guessThis is why lenders and brokers almost universally have their potential borrowers sign Appraisal Reimbursement AgreementsAppraisers work and are paid independently from a lenders effort to make a loan, and if a value comes in lower than expected it will many times hinder or stop a loan from being madePurchasing an appraisal is a calculated risk with no guarantees; and to make matters worse in the case of *** reverse mortgages, borrowers cannot pick their own appraisersAppraisers are picked independently from a pool of available *** approved appraisers in each geographical areaThe facts are that *** reverse mortgage lenders have very little discretion or latitude to work outside the regulatory framework and guidelines established by ***Unfortunately your home appraised for less then was needed to bring this loan to fruition. We are a company that prides itself on getting loans approved for our borrowers, and for having some of the lowest closing costs in the industryMarkets do change, and I would ask you to monitor web-sites like *** for the market trends in your areaWhen values go up, I hope you will consider contacting us again. If you have any questions, please feel free to call meAgain, I am sorry that your appraised value came in for less than what we needed to make this loan work for you. Thank you, Madgeanette F*Vendor Management/Counterparty Approval CoordinatorRisk Management & Regulatory AffairsDirect Phone - *** ***NMLS #***

To whom it may concern,We take every complaint seriously. However, we are more than happy to see some customers to take their business elsewhere. This particular complaint is an example of that. Every reasonable action has been taken to resolve this issue Sincerely,Backyard
Staycations

We are in receipt of your letter forwarded by the Revdex.comLive Well Financial appreciates the opportunity to respond to your concerns. Unfortunately, getting a loan approved can be challengingMany people who attempt to qualify for a new mortgage discover that there
are credit issues, tax liens, or title issues that they were unaware ofWhile we are in the business to make loans, we are legally required to follow due diligence protocols before we can approve a loan. It is my understanding from the loan officer (Zachary B***) that you initially disclosed that you had worked for several auto dealerships over the last two years and received commission income averaging over $*** annuallyWhile there are no guarantees, loan officers and their clients make the best educated guess when deciding to order an appraisal and move forward in the loan qualification process; and because there is no underwriting of a loan before an appraisal is done this is generally based on the material representation of the applicant. Unfortunately, when the processer began to investigate your employment they found that you had worked for at least six different companies in the last months (dealerships, restaurants, transportation services, etc.), and I also understand that you additionally switched your employment again during the qualification process. The end result, is that we were not able to qualify you for the amount that you had originally requested, and under the totality of the circumstances, I am very sorry that the outcome did not match your expectations. If you choose to continue to work with our company, then I cannot promise you that the outcome will be favorable given some of the circumstances we are contending withHowever, I can assure you that we will put our best foot forward to try and provide you with an acceptable loan. Please feel free to call me if you have any questions. Yours truly, Bill N***

Hello Revdex.com Team,
I have reviewed the response made by the business in reference to complaint ID ***.The General Manager MsMichelle M*** investigated this problem and discovered that one of the salon stylists (who worked in the previous management on this salon franchise) was the person stealing the "Great Card" numbers (type of a gift card) and useing them to tap the funds out of themAfter going through the formalities internally, she got me a new "Great Card" issued with the same value (of $99.90) that I lost in the previous cardI am thankful to MsM*** for tracking this fraudulent activity and resolving it
Also, I am thankful to Revdex.com for your help in contacting Great Clips to get it resolved
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
I would have to disagree with this because I was not offered any free haircuts for their place or for another great clips all I said I would not be going back to their great clips they have very unfriendly staff there

Revdex.com Response: *** * Case ID# ***Every Great Clips Franchisee takes customer complaints very seriouslyWe constantly strive for 100% customer satisfaction, and all of our products and services are guaranteed as suchWe are rarely, if ever, faced with a complaint that goes
to this depth of customer dissatisfaction, so it must be understood that our investigation of this “horrible” service was met with the utmost urgency Every employee within our organization that was involved either directly or indirectly with this customer was individually queried, and their concurring statements were compiled to render the following response.On October 17, at approximately 12:pm a customer and two relatives arrived at Great Clips Enchanted Hills location The customer ** made it very clear to her stylist AM how much she wanted trimmed off of her length, but it was not how little (“the least amount possible” as stated in her complaint)It was how much(approximately inches) The customer stated that she wanted that much removed because of the dryness, faded color, and split ends The stylist explained to her that removing the amount she requested would remove a good portion of her current inches of hombre color, but the customer insisted, boasting during the service how she (**) had actually done her nieces hombre color as well as her ownShe also mentioned how old the color was, that she had never kept an hombre this long before, and was contemplating removing it altogether ** appeared pleased the first time she left the chair, was not upset with the amount of hombre removed, (approximately half) and AM proceeded with her niece’s haircut, and then her mother’s Upon AM.’s completion of the mother’s cut to her satisfaction, ** requested that the stylist revisit the left side of her style, stating that it felt thicker than the right, and that it looked uneven When the customer returned to the chair for the second time, my assistant store manager who was in a directly adjoining station, took special notice and began to pay attention to the discussion and actions of the stylist She watched as AM showed her customer that the length was truly even, and then texturized the left side to remove underlying bulk making it lay differently (without removing any more length) and look more acceptable to the customer There was a little less than inches of hombre color left ** commented “that is much better” tipped the stylist very well, and left the salon seemingly happy at approximately 2pm The assistant manager in the adjoining station would likely have not let AM finalize the transaction had ** seemed upset, or voiced any displeasureThe tip that was given to the stylist seemed proof that she had satisfied her customer.Because of the return to the chair, and the extra amount of time devoted to this customer and her mother, (whose cut took nearly minutes) two other stylists had also taken notice, and actually praised AM for a job well done.On the same day at approximately 4pm, (about hrs later) a distraught customer ** arrived at Great Clips *** *** to have her “just plain horrible” haircut fixed by a different Great Clips Stylist, at a different Great Clips salon, which just happened to be owned by the same franchisee ** states that the stylist RG said that the previous stylist should not have a licenseStylist RG denies saying this directly, but admits she may have just agreed with the distraught customer’s statement to help calm her down Due to the severity of **’s emotions when she entered the *** *** location, two other stylists including an assistant manager for this location payed special attention to the conversation and the service that RG was performingThey all recall the customer saying that her niece’s cut was fine, and that her mother’s cut was fine, but she thought hers was “just plain horrible” RG blended layers with the length which removed approximately more inch of color, leaving about 1/inch of hombreEmployees of Great Clips *** *** recall the customer leaving “happy and satisfied”On October 22, I called ** to address her complaints I apologized for her bad experience with my staff, and volunteered to refund the amount of her purchase Normally, this is what a guarantee means If you are unhappy, you do not pay for the service It was at this time that the customer informed me that her mother was displeased with her service as well, and she thought that she should also receive a refund for that service I explained to ** that I would be glad to revisit her mother’s haircut, and if I was unable to remedy it to her satisfaction, I would refund it as well ** then stated that she should be refunded for all three services, as well as the tip amount that she gave the stylist directly on the day of the service I informed Ms * that I could not refund the tip payed to the stylist, (that is a private party transaction between her and the stylist - If she was not happy, she should not have tipped) At this point in the conversation, I offered to refund all three services, including taxes, explaining that because she paid with a credit card, she would need to return to the salon to complete the refund, and have the money returned to the card(This is credit card policy, and cannot be varied)Ms * was not any more happy with this answer than she was with any of my previous offers, and proceeded to tell me that I must pay for her “expensive hombre” to be re-done as well.I am, of course, greatly concerned that a customer of one (or both in this case) of my salons could have such a bad experienceAnd although I am terribly sorry, I will only allow part of the responsibility for this particular experience to be placed upon my staff, and myselfAs stated prior, all of our services and products are guaranteed 100% However, not bringing an apparently serious customer issue to the attention of the management of an establishment where a substandard service is performed, and then expect a (more than) 1000% refund seems a bit ludicrous I was in no way rude to Ms * during our conversation, but when her “fair compensation” turned to outright extortion, I gladly invited her to file this complaint I do not think that my stylist was at all “negligent” in performing her service(anyone can make mistakes, and maybe this was the case But negligence? No.The only negligence in this case is not immediately bringing an issue to the attention of management(I **the owner and franchisee** was actually in the store rendering services when the original “horrible” cut was done) As for “compensation”, and to resolve this issue, I will resubmit my previous offer to refund three services, plus tax, to the credit card that Ms * paid with at the time of the original serviceAccording to regulations, the card used must be presented in the salon where the charge was originally madeLeah * M***Franchisee / OwnerGreat Clips - Enchanted HillsGreat Clips - *** ***