Hair Club For Men of Milwaukee, Ltd.

Revdex.com of Wisconsin [redacted] RE: ID [redacted] – Tim [redacted] Please accept this response in regard to the above referenced matter Mr [redacted] went into our Wauwatosa, WI location on March 11, for a consultation and met with our consultantAfter learning more about hair loss and the options Hair Club offers, Mr [redacted] decided to purchase our New Client Gradual Services program in the amount of $which entitled him to two custom-made hair systems and related salon services, and was measured and fitted for these custom-made hair systems at that timeThe order for his custom-made heads of hair was placed on March 17, I have attached copies of the various documents signed by Mr [redacted] - please see these exhibits Hair Club limits refunds because the company's hair replacement systems are custom-fabricated to match the contours of each client's scalp and the color and texture of his/her own natural hairThere's absolutely no resale or "salvage" valueHair Club's refund policy, which is clearly explained to every new client, is premised on the fact that Hair Club must incur its own expenses in order to create a custom-made head of hair which can only be fit to the particular client for whom it was madeBecause these hair replacement systems cannot be re-sold or adapted to another client, there's simply no market for custom made hair systems for anyone other than the specific individual for whom they are made The contract gave Mr [redacted] a 3-day right of cancellation, see, New Client Gradual Services Agreement, Section Mr [redacted] signed his contract on March 11, After the expiration of (3) business days, Hair Club became obligated to order, and pay for, Mr***’s custom fabricated heads of hairIn his complaint, Mr [redacted] states that he waited (14) fourteen days before attempting to cancel his purchaseBy that time, however, his (3) three day right to cancel had expired, and we had placed the order for his custom-made hair systems That said, client satisfaction remains a hallmark of Hair Club's business philosophy and its successWhile Mr [redacted] is/was not contractually entitled to a refund of any portion of his purchase price, Hair Club did recognize that he opted not to move forward and has already issued a 50% refund in the amount of $This $refund represents what we feel is a very substantial compromise and gesture of goodwill given the fact that we have incurred unrecoverable costs to fabricate his custom-made heads of hair which we must now absorb as a total loss Mr [redacted] was sent a standard Release to sign so that we could issue the refund, however, he refused to sign itDespite his refusal to sign the Release, a $refund was still issued on May 20, to further demonstrate our commitment to customer satisfactionWe would also like to point out that Mr [redacted] has a relative who has been a long-time member at Hair ClubWe know that they spoke about what we do and the process of non-surgical hair replacement, so we are surprised to see some of Mr***’s claims as to what he was and wasn’t told about non-surgical hair replacement, as we fully disclosed everything about the hair replacement process and all related costs, which after his six-month agreement would be $every six to eight weeks for service, certainly not the $350-$every six weeks as Mr [redacted] states in his complaint Should you have any questions, please do not hesitate to contact meWe look forward to hearing back from you with regard to this matter Respectively submitted, HAIR CLUB, LTDJanet [redacted] Managing DirectorHair Club - Wauwatosa, WI

November 1, 2016 Revdex.com of WisconsinWGreenfield AvenueMilwaukee, WI 53214RE: ID Kim ***Dear Mr***: Please accept this letter in response to the complaint filed by Kim ***Ms*** came to our Wauwatosa, WI location on May 25, with her son Audre
Davis for a consultation for MrDavis, at which time they met with our consultant, Jennifer MillerAfter learning more about hair loss and the options that Hair Club offers, MrDavis decided to move forward by entering into an agreement for the purchase of our non-surgical hair replacement in the amount of $595.00. The contract provides for a 3-day right of cancellation, however, when MrDavis did not cancel within that three days, Hair Club became obligated to order and pay for MrDavis’ custom made hair systemWe did not hear from MrDavis until we saw him on June 29, 2016, which was the first and only time he informed us that he had decided not want to move forward and that he had cut his own natural hairBy cutting his own hair it actually prevented us from being able to apply his custom-made hair system as his natural hair was too short to blend into the hair we had custom manufactured. At this point we simply advised MrDavis to let her his grow so we would be able to apply and blend the custom-made system we had made for him. MrDavis’ mother, Ms***, called later that day on June to inquire as to what options they would have if her son definitively opted not to move forward. It was explained to her that we were ready to move forward as his custom-made hair system had already come in, and that since it was well beyond the three day right to cancel, she would be obligated to pay for the hair even if opting not to move forward, as it was custom made for her son by color, size, texture and density, and could not be adapted to anyone else’s scalp but her sons. She said she would discuss everything with her son and get back to us to schedule the application of Audre’s custom made hair systemWe have heard nothing further from either Ms*** or MrDavis since then until receiving this Revdex.com complaint. November 1, 2016Page (2)RE: ID Kim *** Hair Club is prepared to deliver the goods and services that MrDavis ordered and paid for on May 25, Alternatively, if he would like to discuss any other solution that Hair Club offers, we would be more than happy to do that and would agree to apply the entire $they paid towards that option.Should you have any questions, please do not hesitate to contact meWe look forward to hearing back from you regarding this matter and working with the Revdex.com and Ms*** towards an amicable resolution Sincerely,HAIR CLUB Janet ***Managing Director Tell us why here

We have reached out to Mr*** on several occasions to try to resolve his complaint. He has yet to call us backIf Mr*** would like to reach out to us at his earliest convenience, we would be happy to speak with him in an effort to come to a mutual resolution Thank you, Janet ***

December 27, Revdex.com of Wisconsin WGreenfield Avenue Milwaukee, WI Re: ID *** To Whom It May Concern: Please accept this letter as our formal response to the complaint ID noted above Based on Mr***’s claim that he
didn’t see the results he expected, Hair Club did extend Mr*** agreement by (6) six additional months of services and products beyond the entitlements of the agreement he entered into with Hair Club on 2/23/2016. To date, Mr*** has taken advantage of four of the six months extended services and kits, but he then missed his next scheduled appointment on 7/26/Hair Club did not receive a call nor did he come in for this appointment. We did try to reach him by phone and actually left several messages for him, but did not receive a call back. In contrast to Mr***’s claims, he did receive all (14) fourteen of the services and (12) twelve product kits his contract provides for, but even with that, we offered six additional months beyond those entitlements. The following is a list of all the dates he was in and received products and services: March 2, Salon Service & Product Kit March 15, Salon Service & Product Kit March 30, Salon Service & Product Kit April 12, Salon Service Only April 26, Salon Service & Product Kit May 19, Salon Service Only June 22, Salon Service & Product Kit July 21, Salon Service & Product Kit August 18, Salon Service & Product Kit September 14, Salon Service & Product Kit October 19, Salon Service Only March 18, Salon Service & Product Kit April 25, Salon Service & Product Kit May 23, Salon Service & Product Kit June 27, Salon Service & Product Kit December 27, Page (2) Re: ID *** Additionally, Mr*** has also had the opportunity to utilize our 100% Satisfaction Guarantee and move into an alternate hair loss solution offered by Hair Club, but he declined this no charge option, as we were offering him the ability to transfer all monies paid over to the alternate solution with no additional costs being passed onto Mr*** for one additional year We regret that Mr*** has expressed concern and disappointment, but feel that we have been extremely fair in what has been delivered in terms of goods and services to date and what we are willing to continue to deliverWe would very much like to have Mr*** continue on as a client and hope to be able to provide him with the results he’s hoping to achieve with our EXT program, or again offer him an alternate solution that will get him the volume of hair he’s looking for We look forward to hearing back from the Revdex.com and working together to resolve Mr***’s concerns Sincerely, HAIR CLUB Janet *** *** *** Tell us why here

Ms. [redacted] originally signed up for our 1 year Extreme Hair Therapy program, therefore she would not have received pricing to move forward with Xtrands.  When she did express an interest in Xtrands pricing was provided.  We are prepared to come to a mutual agreement on pricing to move forward if she would return our calls and speak with our consultant. Tell us why here...

The business failed to tell the Revdex.com that I did not make a whole year the first time which I paid for because of my busy schedule I asked them to send me a text and a voice mail call in addition to the reminders on the business card they feel to do so the first year and when I complain the first time they responded to me because they wanted the complaint removed that they would give me an additional 6 months. So when I started back my treatment even if it lasted for months I thought it was 3 I asked them again to give me a text or a reminder phone call which they fail to do so again since I am very busy with my work schedule. I did receive a call from Janet after the 6 months would have totally expired asking if I needed any product or anything like that that triggered me to contact the Revdex.com once again. And as I went back for these additional free 6 months which I only completed half of them they are again like the first year nobody came to talk to me about my progress or lack thereof. Pictures were taken of my head numerous times from my stylist but Jennifer who was supposed to talk to me originally was always busy with other clients. So this 6 months additionally free that they said they were going to give me like I said only lasted about 3 and I still didn't have anybody speak to me about the photos that were taken

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is nothing further to discuses over the phone. The Hair Club needs to read the letter I sent through the Revdex.com concerning their contract. I will not be talking to them any longer and the only communication will be in writing. The Hair Club says they want to talk, then I need whatever they have to talk about be in writing. The Hair Club puts on a good face and then behind the scene has [redacted] sell off the already closed account with a Zero balance to a Midland Funding LLC group to get their name off the account on 01/24/17 with a balance of $1749.80. How can you sell off an account that is already closed with a zero balance? This is an unethical business practice. The Hair Club and [redacted] can not be trusted. Why would any one want to talk to The Hair Club  with all the misinformation and deceptive tactics that they have used in my case.  The Hair Club mailed a letter to my house with no substance, nor date. Then said they sold the account that was closed already with a zero balance, again with out my consent. The Hair Club can't legally collect money on a closed account. If they had any ethics at all, The Hair Club would have honored what they told me at the initial consultation and legitimately portrayed their written contract.  None of the concerns posted in the Revdex.com letter were addressed by The Hair Club.
Regards,
Tim [redacted]

Please accept this letter in response to Ms. Roseanne [redacted]’s complaint with Hair Club.   Ms. [redacted] came into the Wauwatosa Hair Club location on May 27, 2016 for a consultation, looking for help with her hair loss.  At that time, she met with our consultant, Jennifer, and went through...

an extensive consultation that analyzed Ms. [redacted]’s hair loss and an in-depth review of the different solutions Hair Club offers that would address her concerns and the stage of her hair loss. During this consultation, Jennifer spoke with Roseanne about her thinning hair, if and how it might be affecting her at home, amongst friends and family, and what her expectations were about her hair loss and the various solutions available to treat it.   After gathering all of this important information, Jennifer discussed at length the various solutions Hair Club offers.  One of the options she discussed with Roseanne at length was our Extreme Hair Therapy program, a solution designed to put your hair and scalp in the healthiest possible condition, stabilize your existing hair, and improve scalp health.  This solution includes an oral supplement and exclusive scalp penetrating products (including minoxidil), a topical FDA-approved ingredient proven to slow down hair loss.   Roseanne made an informed decision on which solution would be best for her, and decided to move forward with the Extreme Hair Therapy (EXT)program, knowing however, that our Satisfaction Guarantee would provide her with the confidence that if she used the EXT products and services and wasn’t satisfied with the results, that Hair Club would apply her initial investment in full towards our other available solutions.  She entered into a one (1) year Extreme Hair Therapy agreement at a reduced price from our norm of $3,470.00 plus tax.     When Ms. [redacted] made her decision to invest in the Extreme Hair Therapy solution, Jennifer explained to her that it’s a program designed to put ones hair and scalp in the healthiest possible condition by stabilizing the existing hair and improving overall scalp health.  During a year-long Extreme Hair Therapy program, clients receive fourteen customized hair and scalp wellness treatments as well as twelve customized hair care kits for use at home between salon visits.  This hair care kit includes Minoxidil, which is FDA-approved to treat female pattern baldness, an Enzyme cleanser for deep cleaning of the follicle and scalp, along with other key products, all of which comprise the total EXT regimen of hair care products.  Although the effectiveness of these at home treatments can vary from person to person, the EXT program has a very high percentage of success system wide.    While we continued to review proper product usage with Roseanne throughout the time she was on the EXT program, we cannot say with certainty that she was using these products, at home between visits, as instructed. Additionally, we continued to analyze Roseanne’s progress through our state of the art TrichoView program, which allowed us to measure specifics regarding the overall health of her hair and scalp, as well as her progress.  The TrichoView progress reports, which we did go over with Roseanne, indicated that she did in fact gain improvement with both her scalp and hair.   At the end of Roseanne’s year-long agreement entitlements, although not part of her agreement, she expressed that since she did not use any of the color treatments that were offered to her, she felt she should receive additional services at no additional charge. On April 7, 2016, the [redacted] of the Wauwatosa office spoke to Roseanne and offered to extend six additional salon visits to be used in any way she would like at no additional charge.  She had the choice to use the salon visits for EXT treatments, hair color, or our specialized Xtrand placement program.  Roseanne chose the Xtrand placement for all six of her no charge salon visits, a value of $3000 as this service is $500 per service.  She was very happy with the Xtrands and wants to continue, as stated in her complaint, but does not understand that at this point we can no longer deliver these services for free.   We regret that Roseanne has expressed concern and disappointment, but feel that we have been extremely fair in what has been delivered in terms of goods and services to date. We would very much like to have Roseanne continue on as a client and hope to be able to do so with the understanding that we will need to charge for the Xtrands goods and services going forward.   We look forward to hearing back from the Revdex.com and working together to resolve Ms. [redacted]’s concerns.   Sincerely, HAIR CLUB   Janet [redacted]

Revdex.com of Wisconsin [redacted]
[redacted]   RE: ID [redacted] – Tim [redacted]   Please accept this response in regard to the above referenced matter.   Mr. [redacted] went into our Wauwatosa, WI location on March 11, 2016 for a consultation and met with...

our consultant. After learning more about hair loss and the options Hair Club offers, Mr. [redacted] decided to purchase our New Client Gradual Services program in the amount of $3000.00 which entitled him to two custom-made hair systems and related salon services, and was measured and fitted for these custom-made hair systems at that time. The order for his custom-made heads of hair was placed on March 17, 2016. I have attached copies of the various documents signed by Mr. [redacted] - please see these exhibits.   Hair Club limits refunds because the company's hair replacement systems are custom-fabricated to match the contours of each client's scalp and the color and texture of his/her own natural hair. There's absolutely no resale or "salvage" value. Hair Club's refund policy, which is clearly explained to every new client, is premised on the fact that Hair Club must incur its own expenses in order to create a custom-made head of hair which can only be fit to the particular client for whom it was made. Because these hair replacement systems cannot be re-sold or adapted to another client, there's simply no market for custom made hair systems for anyone other than the specific individual for whom they are made.   The contract gave Mr. [redacted] a 3-day right of cancellation, see, New Client Gradual Services Agreement, Section 5. Mr. [redacted] signed his contract on March 11, 2016. After the expiration of (3) business days, Hair Club became obligated to order, and pay for, Mr. [redacted]’s custom fabricated heads of hair. In his complaint, Mr. [redacted] states that he waited (14) fourteen days before attempting to cancel his purchase. By that time, however, his (3) three day right to cancel had expired, and we had placed the order for his custom-made hair systems.   That said, client satisfaction remains a hallmark of Hair Club's business philosophy and its success. While Mr. [redacted] is/was not contractually entitled to a refund of any portion of his purchase price, Hair Club did recognize that he opted not to move forward and has already issued a 50% refund in the amount of $1500.00. This $1500.00 refund represents what we feel is a very substantial compromise and gesture of goodwill given the fact that we have incurred unrecoverable costs to fabricate his custom-made heads of hair which we must now absorb as a total loss.   Mr. [redacted] was sent a standard Release to sign so that we could issue the refund, however, he refused to sign it. Despite his refusal to sign the Release, a $1500.00 refund was still issued on May 20, 2016 to further demonstrate our commitment to customer satisfaction. We would also like to point out that Mr. [redacted] has a relative who has been a long-time member at Hair Club. We know that they spoke about what we do and the process of non-surgical hair replacement, so we are surprised to see some of Mr. [redacted]’s claims as to what he was and wasn’t told about non-surgical hair replacement, as we fully disclosed everything about the hair replacement process and all related costs, which after his six-month agreement would be $95 every six to eight weeks for service, certainly not the $350-$450 every six weeks as Mr. [redacted] states in his complaint.   Should you have any questions, please do not hesitate to contact me. We look forward to hearing back from you with regard to this matter.   Respectively submitted, HAIR CLUB, LTDJanet [redacted]Managing DirectorHair Club - Wauwatosa, WI

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.At this time and am not interested in any services from Hair Club.  I stand by my initial complaint the was filed with the Revdex.com.
Regards,
Roseann [redacted]-[redacted]