Great Clips

General Capital has an excellent reputation in the Milwaukee community which it has taken years to cultivate, takes customer concerns seriously, and is happy to address Ms. [redacted]'s customer service issue.General Capital is a co-owner and the manager of the [redacted] ("[redacted]") parking lot Ms....

[redacted] references.  The parking lot provides parking spots on a month to month basis for which it charges a market rate.  Because of increased demand for parking and a shortage of available parking in the area, the [redacted] parking lot currently has a waiting list.  In addition, General Capital conducted a market survey and found that the parking rates being charged were below prevailing market rates in the area.  The operations have experienced increased costs in terms of insurance and real estate taxes. While communication can always be improved, the notice was an attempt to gradually increase the parking fee to market over a several month period to allow customers who did not wish to continue to park at [redacted] to find alternative solutions.  Thus while the notice was sent April 7, 2017, the rate increases by $10 per month for May, June and July and does not increase to the market rate of $75 per month until August 1, 2017.As Ms. [redacted] notes, a gate was installed, but is not currently in operation.  Contrary to Ms. [redacted]'s claim; however, the parking lot is regularly monitored. First time offenders are notified by placement of a flyer on the car's windshield.  Multiple-time offenders are ticketed and towed.  General Capital has regularly had cars that are illegally parked ticketed and towed.  The parking lot is secure and safe as evidenced by the historical safety record with one break-in over the past two years.  We are currently evaluating the activation of the gate and implementation of a card reader, but have been concerned in the past about the increased cost and parking rate implications for our customers.  Our historical monitoring practice has served both General Capital and our customers well.We apologize that we failed to communicate properly with Ms. [redacted].  As a month-to-month parker; however, she is not locked into a long-term contract with us and is free to park wherever best suits her parking needs.I am happy to discuss this personally with Ms. [redacted] as well (and have copied her on this email).  The General Capital individual with whom Ms. [redacted] spoke originally is out of the office on leave. Please let me know if I can answer any additional questions. (I am in and out of the office, so email is probably an easy way to reach me).

I have gone to a great deal of effort to attempt to work this out with Mrs [redacted] Mrs [redacted] has failed to provide any proof that we did anything to damage her auto. I have supplied back up to the fact that the car was relocated using correct equipment and methods.Further She has taken legal action with the AZ Attorney Generals office. In her complaint to the Attorney General office She failed to correctly represent the facts. I have responded to The AZ Attorney General's office. In my response to the Attorney Generals office I supplied documented proof. (emails, recorded phone calls ect).Because Mrs [redacted] has taken legal action. I feel that the Revdex.com should allow the legal system to take its coarse.    Please forward me the Revdex.com official decision in this matter as soon as possible.Is it the policy of the Revdex.com involve itself in an active legal dispute. If so please forward me a copy of said policy.   As a long time member of the Revdex.com in good standing, I feel as though Mrs [redacted]  is attempting to use Revdex.com and everyone else that will listen with out regard to actual fact to harass my company for a false claim.  I feel the Revdex.com should close this matter ASAP.As I have told Mrs [redacted] and the AZ Attorney General's office, if and when I am provided with any factual information from a reputable source I will consider her claim. Until that time this claim is closed.

From: Michelle M[redacted]<gmgreatclips@[redacted].com>Date: Tue, Sep 29, 2015 at 3:27 PMSubject: ID # [redacted] Great ClipsTo: [redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted],Thank you for taking the time to speak with me today regarding our customer issue with his gift card.We were...

able to locate the issue from the previous owner and have issued a new gift card to replace his depleted one.We are happy that we were able to resolve this matter for a valued customer. We make all efforts possible to provide the best customer service to our clients at all times.Thank you again.Michelle M[redacted]GM | GreatClips###-###-####

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.
once again, they have lied....I never received a phone call, and I most certainly do have a voicemail set up....perhaps they are calling the wrong number...which given how laissez faire they are about the whole situation makes total sense. They are fabricators and liars...I have seen nothing else. They have a total lack of professionalism and in my opinion they are telling you they reached out when in fact that just isn't the case. 
Regards,
[redacted]

The business has responded.  Please see below: 
[redacted] came in 15...

minutes before closing and needed a haircut and styling. She was informed a styling may take up to 45 minutes and only a hair cut is possible. As per her request, [redacted] agreed to stay a little late and catered to [redacted] as she needed to be at a event in the evening. Also, [redacted] showed up with her hair wet which had conditioner in it. Our policy is, if anyone is in the shampoo chair (hair rinse), they will be subject to pay additional $4 which was NOT taken from [redacted] for rinsing her hair out. Her styling service ended after closing hours and we had 2 seasoned stylist working on her. I was there on premises and [redacted] didn't address the issue with me at all. She chose to leave w/o tipping neither [redacted] or [redacted] whom had spent over 40 minutes on her and both tried to accommodate her to the fullest, they went above and beyond !! The Salon has 75-100 customers on the daily basis and [redacted] is well capable of giving haircuts, styling, etc. [redacted] paid $14 for her haircut and $35 for her blowout (long hair) & wasn't charged for getting her hair rinsed at the shampoo bar. I have video surveillance and it can be shared if necessary. Though my motto is "the customer is always right", I feel [redacted] is taking advantage of the situation. I will NOT be reimbursing her money !!

I just received the notice today that my customer [redacted] had reached out to you. I would very much like to respond.Blakley’s did supply and install Mrs. [redacted]s vinyl floor thru her Builder: [redacted].I have worked with [redacted] for over 20 years. Mrs. [redacted]s dog had done some...

damage to her vinyl. I had sent the Manufacture out to inspect the flooring.Under the guardian warranty from [redacted], they gave me authority to replace the [redacted]s floor – completely paid for by [redacted].Our replacement had not gone smoothly. Her home was in quite a disarray, I will forward pictures.Her dog actually urinated on our contractor and on the new floors we were trying to install. I am not sure the stove was actually usable and our contractors had not put it back in place, again I will forward pictures.She was very upset with our contractors and asked them to leave. I had offered several apology’s to both Mr. and Mrs. [redacted]. Her trim was in bad shape because it had been removed and re-installed twice.(she had had a flood right after closing, causing her to get a new floor provided by the builder) I had kindly offered to pay for paint touch up once the trim was re-installed. She and I had agreed to $ 300.00, whichSeemed high for paint touch up and caulk but Blakley’s sent her a check on June 2nd for that amount. The 2nd crew that came to finish the install did not prep the floor enough and her luan seams were showing thru.I have since offered her a very nice upgrade to Vinyl plank at no cost to her. I had sent her samples to select from (she is 3 hours away from our store) and she has selected her new upgraded floor. Scheduling spoke with her last week and she is scheduled for July 12th. I had hoped to have the new floor installed sooner but the [redacted]s are on vacation until the 11th of JulyThis has been a very unfortunate situation but I have worked diligently to resolve it.Please call me with any questions. I would love the opportunity to discuss this project with you.Thank you so much,Kathy S[redacted] Blakley Corp317-903-9975

I did want to update you on the status of my complaint. I have received a refund from the employer and received a phone for the inconvenience I have had with doing businesses with them.
Regards,
[redacted]

From: Michelle M[redacted]<gmgreatclips@[redacted].com>Date: Tue, Sep 29, 2015 at 3:27 PMSubject: ID # [redacted] Great ClipsTo: [redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear [redacted],Thank you for taking the time to speak with me today regarding our customer issue with his gift card.We were able to locate the issue from the previous owner and have issued a new gift card to replace his depleted one.We are happy that we were able to resolve this matter for a valued customer. We make all efforts possible to provide the best customer service to our clients at all times.Thank you again.Michelle M[redacted]GM | GreatClips[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10689687, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
hello please reopen this complaint, as I did not see the email sent to me on july 8th.In reply to Tow Pro AZ this is not a fraudulent claim..I am a busy person and do not have time for fraudulent claims.  I simply want to be reimbursed for repair expenses. The car had some external damage to passenger side door which has nothing to do with damage to rear driver strut.  Owner says photos were taken of the car prior to the tow.  Those photos will clearly show this damage to strut did not exist prior to the tow.  I am attaching photos of the damaged area and photos of the other wheel areas showing the difference in height of car body to wheel. Owner say he has never spoken with my mechanic, if that is true, then who told him he could not view the car?  I certainly did not as I did want owner to see the damages.  I have no idea who told owner he could not view the car.  Please clarify that. Owner may have followed procedure, however fact is the car was damaged and was clearly visible when it was retrieved after the tow.I am also attaching under a separate email information from the owners manual showing the tow switch MUST be activated prior to towing.I have used the mechanic I chose a few times prior and was happy and satisfied with his work.  He was referred to me so I did not feel the need to investigate him.I have sent these same  attached photos to owner of tow company over a month ago.  So why would I say there were no photos?I am still waiting for invoicing from mechanic to submit. [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is not a fair settlement. I am not asking to be put in a better position than before this horrific haircut happened nor am I trying to extort Great Clips. I 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 restored. I can provide proof by photos and statements of my own that my hair was not damaged nor dry nor my colored faded out. When 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 haircut. It 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 soon. I was in fact letting my grow and asked repeatedly to cut the least amount possible. A 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,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Initial Business Response /* (1000, 7, 2015/12/15) */
The customer requested the haircut to donate the hair to charity. Following the instructions for hair donation, the hair was placed in ponytails and secured with rubber bands prior to cutting. When the hair is cut with the rubber band the...

remaining hair requires additional cutting to shape the hair.
The customer was not happy with the end result.
We apologized and offered to look at the hair and help with the haircut.

February 19th 2015Dear Sir/Madam,
We received your letter from Revdex.com serving Metro Washington DC and Eastern Pennsylvania.
I am sorry to hear that customer [redacted] are not accepting to pay full $86/- which was fully served by our stylists from our GreatClips at South...

Riding store, [redacted] Southriding VA [redacted].I manager Pramod T[redacted], was at that time serviced for both the [redacted] family members and clearly explained that our blow-dry prices are $35/- which not include (Shampoo & Haircut).
Yes, I agreed to give her $10/-off on blow-dry price for both [redacted] family severed. Attached (No: 1) are our GreatClips price list, which I can only give discounts on available coupon which was "WOMENS DAY SPECIAL" coupon. which applied for only blow-dry and customer invoice is charged after the discount taken out. Attached (No:2) is the invoice billed to customer. 
We did NOT agreed on giving total of $25/- for each customer. I may not have authorized to give that much discount.Details on Greatclips invoice #[redacted] are as follows: customer for Lily Borg: (Haircut $14/-4 Shampoo $5/-4 Long Style $35–$10=$25/-)Total Cost: $44/Customer for [redacted]: (Kid Haircut $12/- + Shampoo $5/- + Long Style $35–$10 = $25/-) Total Cost: $42/The total invoice #[redacted] is amount of $86/-.
These above prices were clearly explained to customer [redacted] and after her acceptance we fully completed our services.I am sorry if customer [redacted] misunderstood. I am not authorized to change the price for the service we finished.
Please kindly contact us if any questions.
Sincerely,
GC.Store Manager 
Pramod T

I emailed [redacted] that I would refund his haircut or send a gift card. I also told him to send me which he preferred and that I need a address where he would like me to mail it to. We have no problem doing what he has requested. I am waiting on a response from him still at this time.[redacted]-...

district manager

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.  
The feedback is incorrect; it was quite the opposite. Other customers were there and they did witness the manager's behavior.   The manager was
belligerent, did not offer resolution, only denied there was an issue when I tried to describe my compliant.  Be assured that I will not return to this salon again and my sentiments will be widely shared. It is incomprehensible to even think that I would place myself in such an abusive environment again.

The customer has been contacted and we are in the process of resolving the matter.
Bryce A[redacted]
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
 I disagreed with the statement that was written, Yes I did arrive 25 to 30 minutes to closing, but I specifically ask more than once, are you should you know how to blow out curly hair and [redacted] siad YES. Is not the blow-out but the hair cut was not UP TO PAR. I have always gone to these haircut places with my hair wash, becuause I feel that most do not know how to wash one's hair. Secondly I prefer to use my owe Shampoo/conditioner.....so you are telling me that you charge someone an extra $4 to rise their hair, I never heard such a statement. Thirdly, [redacted] did assist [redacted] because she did not know how to blow out hair, of cause I did not tip them because I felt that [redacted]/[redacted] over charge me. I will never go there again and will make sure my neighbor, friends and relative will not go there either.These individuals should not have a license to CUT or BLOW-OUT HAIR.....definitely need more training.I am NOT disatify with their respondence.?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Great Clips is a value haircare system with over 4,000 salons nationwide. We have aguarantee process, which includes having the customer return; have supervisors work withthe client to reach satisfaction: refunding the cost of the service when necessary: and offeringfollow up service until...

satisfaction is received. We have worked with this client to helpremedy her complaint. We have 110 stylists working for us in the Treasure Valley. doingover 300,000 haircuts last year, and all are State of Idaho certified. plus they receiveadvanced training at the Great Clips School in Boise. We also notified the customer wereviewed the work of her stylise and since one of our employment requirerments is listen to thecustomer and repeat back the service they desire and perform a directed we elected to partways with this stylist. Again. our policy is to work with the customer over time to ensurethey are satisfied and that offer was made to this customer and is till offered.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

The complaint for ID# [redacted] was resolved as of 04/26/16…Clancy’s Car Washes.

Revdex.com Response:   [redacted].  Case ID# [redacted]Every Great Clips Franchisee takes customer complaints very seriously. We constantly strive for 100% customer satisfaction, and all of our products and services are guaranteed as such. We 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, 2015 at approximately 12:40 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 2 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 4 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 own. She 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 2 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 displeasure. The 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 40 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 2 hrs later) a distraught customer ** arrived at Great Clips [redacted] 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 license. Stylist 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 [redacted] location, two other stylists including an assistant manager for this location payed special attention to the conversation and the service that RG was performing. They 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 1 more inch of color, leaving about 1/2 inch of hombre. Employees of Great Clips [redacted] recall the customer leaving “happy and satisfied”On October 22, 2015  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 experience. And although I am terribly sorry, I will only allow part of the responsibility for this particular experience to be placed upon my staff, and myself. As 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 service. According to regulations, the card used must be presented in the salon where the charge was originally made. Leah * M[redacted]Franchisee / OwnerGreat Clips - Enchanted HillsGreat Clips - [redacted]