KAR Construction

Initial Business Response /* (1000, 10, 2015/08/31) */
First, I can't fully express how extremely sorry we are for what happened during this guests visit and have reached out to them to express how sorry we are for this incident and express our sincerest apologies. We, as the owners of this...

location are very disappointed that this guest had such a poor experience. Our first goal is always to make sure each guest receives prompt and courteous attention and an honest estimate of the possible wait times and other related issues. There is no excuse for how poorly this guest's visit to our salon went. It's extremely disappointing and frankly embarrassing. Unfortunately, they were caught up in the perfect storm of events when two of our stylist staff called in sick on one of the busiest days of the year - during the back to school rush and our new receptionist was not able to handle the large back-log of customers and customer wait times appropriately, resulting in this most unfortunate situation. By the time I was able to get to the salon to assist our team, this guest had already left. Again, we are extremely sorry for what happened during her visit and have offered complementary services to hopefully overcome the negative impression it left her with. We will be expanding our guest service training to hopefully insure this kind of thing will not happen again.
Initial Consumer Rebuttal /* (2000, 11, 2015/09/02) */
I have spoken with the owner of the salon, and this matter has been resolved to my satisfaction. Thank you.

I had a picture of the haircut and the highlights, I never asked for a partial I asked for my highlights to be bold and edgy as shown on the picture. I also asked that my hair be a botchy cut on the ends, not straight cut. The highlights can barely be seen, meaning about  3 highlights and the others you can barely see and my hair was cut straight across my shoulders.  I'm  not going to ruin my hair and get it reprocessed back to back. As far as the haircut, it no where resembled the picture I asked for, I told her it looked as if she cut an inch off and that was it.. and I expressed my disappointment. No one could provide the haircut I asked for, at this time I felt the stylist lacked knowledge  to do this haircut, so before I lost it in front of the customers I decided it was best to leave. If I addressed my concerns at the salon and had no response at the time of service why try again? Not professional. As far as the tip, honestly I felt sorry for the young girl trying to make a living and I knew I upset her and again realized she was just unable. It's unfortunate that businesses like this have the ability to treat their paying customers in such a matter. I went to Supercuts, showed them what I asked for, showed them what I got and they were appalled, unfortunately I was too, and asked them to fix it. They cut my hair to my liking and were professional. I hope that this at least sends a message to the public not to put their trust in Fantastic Sam's services and I hope nobody shares the same experience I did.

Complaint: [redacted]
I am rejecting this response because: As a business focusing on customer service, it is extremely unprofessional to not believe your guests when they show you something happened on your property.  By giving the brief "explanation" that this is not at my property and I have to protect my small business; it doesn't satisfy or help an upset customer.  I tried to even work with you on giving a partial refund but you wouldn't have that either.  I am the customer and was willing to work with this situation, why wouldn't you even try?  Looking at these picture compared to others that people have taken, it looks like it is at the same property to me.  Why would people enter your property and make this up?  Some responsibility has to be taken.  This is still not resolved, thank you for your time.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke with 3 hair techs within the business and not one could fix my hairstyle. I went to Supercuts across the street to have my hair cut. I believe they lacked knowledge and ability to provide the hairstyle that I want and the only reason I have the hairstylist  a $10. Tip  Was BBecause I 
Sincerely,
[redacted]

Minor delay in receiving results. Once I brought it to their attention, they quickly resolved.

I have been contacted by the Manager, Chip, and she brought me back into the store to try to fix the situation and apologized for not coming to the phone sooner.Although she cannot fix much of the issue I had, she attempted to do something that may help, apologized, and made this appointment...

free-of-charge.This was a much better experience than dealing with the previous stylist.Per the email I received, I was told to update the Revdex.com with any contact with this business.  I do believe my expressing contact of the Revdex.com was helpful in getting results in this situation.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:  The business response has many untrue statements written in it.  This customer was never ever made aware of extra charges.  I told the stylist I wanted hilites and that was it.  The only charge I was aware of and that I would definitely agree to was the charge for hilites.  If toner was to be needed, the stylist should have mentioned it before starting the process of hiliteing my hair.  The stylists saying that I said I was "ok" with there being a possible additional charge of $10 is completely false.  Again, no one ever mentioned it at the beginning about extra charges.  For the business to make a mistake on a clients hair coloring then charge extra to fix the mistake they made is unprofessional and to speak untruths about what went on on the day in question is dishonest.  I will never refer anyone to this business and will tell the truth about them ruining my hair, not willing to own up to it and then trying to get more money out of me in order to fix the mistake that they made.When I saw my ruined, over processed hair, I am the one that mentioned that toner might be needed.  Only then did the stylist mention it.  My service was never finished because the stylist never corrected her mistake and the only way she would, would be to charge me extra for the mistake she made. 
Sincerely,
[redacted]

This response is in regards to a complaint received by [redacted] on 11/26/17 at the Fantastic Sams in Wentzville, MO.  The partial highlight (8-10 foils) & cut service she requested was performed on 11/20/17.  It is our goal to ensure every customer is satisfied before they...

leave the salon.  In this situation, [redacted] left satisfied and even gave a $10 tip for the stylist who performed her service (detailed credit card receipt).  It is not our policy to refund for a completed service, especially after the customer leaves without complaint.  She did not contact the salon afterwards and did not reach out to our corporate office to discuss any of her concerns.  We’d be happy to touch up [redacted]’s highlights to her satisfaction (she paid for a partial highlight of between 8-10 foils), at her convenience of day/time at no cost if she returns within 7 days of this response. Sincerely, [redacted], Owner

I just received the complaint notice referenced above, made by [redacted] on 7/31. She was a client of our Neenah location on...

Winneconne Ave, which is why this correspondence was misdirected. If it is not too late, I would still like a chance to respond to the complaint and certainly we will reach out to her directly as well. 
We are very disturbed by her comments regarding her experience, and will contact her directly. However, her comments regarding the licensing of our salons and stylists and the display of those licenses has no merit whatsoever as we comply fully with all state licensing laws in all of our salons without exception. Please let me know if I can provide more detail to you and the Revdex.com.
Thank you,
 
[redacted]NewStyle Salons
Salon Management Enterprises
[redacted]
[redacted]
[redacted]

Thank You for your submission. I am sorry you were not satisfied with the response. We maintain that we have been handling your concern in a professional, respectful manner. We care about the satisfaction of our guests very deeply. The incentive to leave after the first night without reporting any issues during their stay and have the first night or all nights refunded coincided directly with what we feel was an attempt to take advantage of the discount rate for a two-night minimum stay requirement. I did inspect the very same sheets myself along with the the department manager. The photos that were then sent to me did not resemble the sheets we have here. Despite this, we are essentially both representatives of hardworking teams and we were not in that suite nor part of the actual experience of what happened and we both as business professionals wish to preserve the integrity of our operations.This simply falls short and does not resolve your issue as you have made clear. I truly appreciate your reminder about how the satisfaction of a guest always comes first!I will happily refund you in deferment to that in addition to reassuring you that it is not at all about the money. Thank You for your clarity in this situation. We will continue to work hard for guest's total satisfaction. Please expect your refund within 7-10 business days, per Expedia's terms, and enjoy this weekend holiday.

Customer was contacted and mailed a refund for the services received that she did not feel were to her...

satisfaction.
 
We suggested that she come back into our salon and work with out most experienced stylist . We offered to have the stylist call her and set up an appointment at her convenience. The customer said that due to her schedule she was unable to set an appointment at this time. The customer said would contact the stylist when she would be available to set an appointment.  
[redacted]
 
[redacted]

I have been...

contacted by the Manager, Chip, and she brought me back into the store to try to fix the situation and apologized for not coming to the phone sooner.
Although she cannot fix much of the issue I had, she attempted to do something that may help, apologized, and made this appointment free-of-charge.
This was a much better experience than dealing with the previous stylist.
Per the email I received, I was told to update the Revdex.com with any contact with this business.  I do believe my expressing contact of the Revdex.com was helpful in getting results in this situation.
Thank you,
[redacted]

Fantastic Sams [redacted], St. Louis, MO 63141

I received the results of my tap water test with KAR Labs which showed a positive result for coliform bacteria. After contacting local, state and federal authorities for what I believed was a serious contamination issue with my water I received a reply from the regional office of the EPA that the sampling procedure used was inadequate to be taken seriously as a positive finding. A test for coliform bacteria requires refrigeration of the sample and a lab test within 30 hours, neither of which were complied with in the KAR sample provided. If the results are skewed by inadequate sampling techniques, they should not be provided at all.

The customer had a thorough consultation with our stylist prior to any service starting. The client stated she wanted the bottom half of her hair a white blonde. Our stylist knew this was not achievable in one sitting as the clients hair had previously been colored box color dark red and had been...

colored multiple times with dark box color. She informed the client that this was not possible in one sitting with out compromising the integrity of the hair however she could lighten her as much as she could without any damage in this sitting. The client agreed that was fine. After bleaching out the clients hair which was now a medium to light blonde the client and the stylist agreed on applying a toner to help cool down unwanted brassy tones, which is very common when lifting dark red hair to blonde. After the toner was applied all brassy tones were gone and the stylist dried the clients hair. At this time the client began to cry and said it's not what she wanted. She wanted it even lighter. The stylist then offered to reapply more bleach to lighten it further but did warn the client that in doing so it could result in damage. The client was not willing to risk any damage. The stylist then offered to color it back to a dark red and the client did not want this either. The client and stylist spoke about lightening it more in 2 weeks, after the hair had time to rest. The client seemed ok with this. At that time the client paid and left.

We deeply regret the incident of a utility pole having gone down in our general zipcode area, which caused over 600 homes and/or business to be without power for 1 hour. We regret that these elements are out of our control, and completely understand the immediate instinct to wish to move to another...

location that was not experiencing this issue. We care deeply for the safety and satisfaction of our guests, and Our Front Desk Agent who handled your initial complaint was wrong to suggest that you would be charged a full night's stay. Having investigated this matter, our Front Desk Agent did also overlook that you had already paid a deposit for your total stay. The authorization on your card was released immediately by the Agent once the mistake was discovered. At that juncture, the funds have been released by the hotel and it is no longer under our control as to how long the bank will take to process the release. It is true that most banks will pend a release from between 2-5 business days. The releases typically take the latter end for Debit Cards. For this billing mistake, I added an additional 40% discount on top of your original 10% military discount. For the power outage inconvenience, I have added another discount, for a total return of funds pending to you in the amount of $115.51. Your total settled charges for your night with us will settle to $12.83. The incident occurred on a Saturday night, and it is true that I did not receive nor check email correspondence from my staff until I returned Tuesday morning. In the future, I will instruct my staff to call me directly when time is of the essence, especially when involving the concerns of a valued guest. Your receipt reflecting the afforded refunds is attached. We hope the adjustment to your bill truly reflects my deepest regrets in regards to your experience. Thank You for your feedback and for allowing us the opportunity learn from this experience. Yours in Service,[redacted]

The tests we ordered were delivered earlier than expected. The report format was easy to read. The test kits were easy to use when taking the samples.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This complaint is going to the wrong owner and email address.  The correct email is [email protected].  The customer was made aware of charges before she sat down in stylists chair which she agreed to.  Because her hair was very dark, a toner is sometimes needed after lightening. ...

She was ok with there being a possible additional charge of $10.00, when she was told her hair would need a toner for the additional $10.00 is when she became upset and left.  She called and talked to manager twice, we told her we would be more than happy for her to come back in to tone her hair but that it would still be an additional $10.00 which she did not want to pay.  We have to charge accordingly for the product that is used to color a guests hair, she was made aware of all charges beforehand, she never let us finish the service.

Revdex.com:From: [redacted]@gmail.com [
href="mailto:s[redacted]@gmail.com">mailto:[redacted]@gmail.com] Sent: Wednesday, March 11, 2015 6:58 PMTo: infoSubject: Fantastic Sams   This email is in regard to a complaint I filed on March 10 against Fantastic Sams; 1533 Austin Hwy; San Antonio, TX 78218 about a refund check that was not received for a returned purchse I made in December.   I am just informing you that the problem has finally been resolved. I got my refund check in the mail today.   Please forward this message to the appropriate personnel and thank you for your services.   I may be reached at ###-###-#### if there are any questions or concerns.   Sincerely, [redacted]
[redacted] 
[redacted]
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