Panache Salon & Day Spa

[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: [redacted] I am rejecting this response because: This letter is one big statement and I am extremely disappointed that panache has resorted to lying I have contacted an attorney and am now being represented I would never take scissors to my own hair and cut a chunk of hair off to get a refundIf all I wanted is my money back, I wouldn't be spending additional money hiring an attorney, which costs way more than the haircut and color itself I am extremely upset about what happened to me and I deserve to be compensated My hair has since been fixed for an additional $at another salon, but I will not get my length back for a few years I also lost a modeling job because of what happened to my hair My family members are furious that statements are being made about what they said to Panache and they never say such horrible things about me I do not accept the $offer because the offer says I will agree not to make any statements to any third parties I've already told a bunch of people about what happened and posted my experience online And now, I also have attorneys fees on top of it When I arrived at panache, my hair was one color, brown Not a number of different shades The stylist never mentioned any difficulty or possible failures when we discussed coloring my hair I only signed a disclaimer that I had been informed about box color and it's chemicals and was told it was a standard form that every client filled out before hair color services The disclaimer does not state that I have acknowledged the use of any box color on my own hair And the disclaimer does not state anything about the salon not being liable for mistakes or negligence I never asked the stylist to color my hair platinum after she started putting the agreed color on my hair I never made a statement that no salon can make me happy I did ask for a sharp V but but I did not get a sharp V I received a lopsided haircut We only discussed one inch in length being removed from my hair I never agreed to the haircut I was given I did not change my mind about the blow outI asked to have my hair styled and dried like any customer, and she made it a frizzy mess and had to resort to the flat iron I never told anyone in the salon that I loved my hair and was so happy In fact I have call records on my phone that show I had a minute conversation with the salon minutes after leaving, where I complained to [redacted] on the phone about my hair Happy customers do not call the salon minutes after leaving to talk to the stylist for minutes I did not make a new appointment at checkout There is no video surveillance showing how happy I was with my hair, I was not happy I might of been trying to be polite about the situation since there was no manager available that day, but I was not happy It was embarrassing The owner of the salon did offer to redo my hair but I was very worried about getting it redone because I was already distrustful and wanted to go to someplace I knew I could trust I never agreed to let the owner redo my hair, we only discussed it as an option I really just wanted a refund The owner was not willing to redo my hair to the color I initially asked for She only wanted to do a color I did not wantI was not happy about that The owner said I had to get my hair re-done within days and offered times that were not compatible to my schedule I did not start sending threatening text messages to the owners phone I have copies of everything I sent as well That's a complete exaggeration If these lies continue, I will have no other choice but to take further legal action And my family, who you think are your loyal clients, will back me up They are furious you've involved them Regards, [redacted]

---------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Mon, Mar 10, at 9:AMSubject: Fwd: Complaint # [redacted] To: [redacted] < [redacted] > ---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Fri, Mar 7, at 9:AM Subject: Complaint # [redacted] To: [email protected] In response to the Revdex.com questions: I am being represented by an attorneyAt this time, no lawsuit has been filed I did not receive a receipt for my services from Panache, they would not give me one when I asked They said they had no way of printing it out because I paid cash The receipt for the salon that corrected my hair is belowIn addition I gave a 20% gratuity to the stylist who fixed my hair Panache has a copy of the disclaimer, I was not given a copy of what I signed But I know the disclaimer was informational and wasn't any type of release of liability Regards, [redacted] ---------- Forwarded message ---------- From: < [redacted] Date: Tue, Mar 4, at 2:PM Subject: Your receipt from [redacted] Spa And Salon To: [redacted] Dear ***, Thank you for your recent purchase at [redacted] Spa And Salon [redacted] Spa And Salon [redacted] 03/04/14:17:--------------- Services --------------- BB New Client Haircut BB Touch Up Service Subtotal Subtotal Pay Charge Due Total Cash Change Due Client: Taylor, [redacted] Trx #: Drawer: StationDate: 03/04/CI Created: 03/04/11:28:CI Changed: 03/04/14:14:MP---------------- Rewards --------------- Reward # Custom Spa Cash +Balance You have earned Exotic Hand Ritual reward and of Custom points towards your next rewardor You have earned Alpine and brine rewards and of Custom points towards your next rewardor You have earned Tub Treatments reward and of Custom points towards your next rewardor You have earned of Custom points towards one Pantai contour reward or You have earned of Custom points towards one $off retail reward or You have earned Thalassa Vita Facial reward and of Custom points towards your next rewardor You have earned of Custom points towards one Pantai Herbal Energy reward or You have earned Any Facial Enhancer rewards and of Custom points towards your next rewardor You have earned of Custom points towards one Exotic Foot Ritual reward or You have earned Austrian Bathing Experience reward and of Custom points towards your next rewardor You have earned of Custom points towards one Pantai Luar Treatment reward or You have earned Rasul reward and of Custom points towards your next rewardor You have earned of Custom points towards one Lomi Lomi, Lotus, Mu Xing reward Come get your skin in shape for summerBody scrubs, spray tans, Rasul body treatments

March 5,
Dear ***,
Regarding the above complaint to the Revdex.com, please see the following for our response to this complaint:
This client came to our place of business on Saturday February 22nd for a color and a haircut
The client had home box color on her hair which she had applied a few weeks earlierHer hair had a number of different shades or lighter color, darker color, and regrowth at the baseOur stylist very explicitly explained the difficulties in obtaining perfect results over home box color, especially when the hair has a number of different shades throughout the lengthHome box color, and professional color are very different in chemical content, and on occasion can have adverse resultsThe client fully understood, agreed, and signed a disclaimer that states that Panache does not guarantee results over home box color(A copy of the color correction disclaimer is attached, showing the client's signature)The client chose a dark violet base colorWhile applying the color, the client began to talk about going platinum blondThe stylist explained that they were focusing on this appointment, with the dark violet base the client choseThe client also told the stylist that she has yet to find a son that can make her happy
For her haircut, the client asked for a very defined, sharp "V" at the back of her hairIt was explained to her that in order to achieve that style only inches would need to come off the back, but the sides would need to be considerable shorter in order to achieve the "V”She was shown in the mirror that about 4-inches would need to be cut off at the front, and the stylist showed her where the length would fall around her faceThe client agreed to the haircut, knowing that the front would be shorter than the back to achieve the "V" shape at the backThe client asked for her hair to be blown out to get volume
After the blow out, the client changed her mind and asked for her hair to be flat ironedThat service was provided. ;
At checkout, the client repeatedly said in front of other staff, and other clients, how much she loved her hairShe was so happy she gave her stylist a $gratuityThe client even re-scheduled her appointment for her next serviceWe have copies of the client on our video surveillance at the front desk at checkout smiling, and swinging her hair
The next day we received a call from one of the client's close family membersThe family member is a client of Panache, and has been using our services for yearsThe family member always sees the same stylist who did the client's hairThe family member called us to advise us that her relative woke up that morning hating her hair, and that the client would be causing troubleThe family member said the client has a history of doing this, and that the client most likely took scissors to her own hair to take out a chunk at the front to make it look like she received a bad haircut so she could get her money back
The family member indicated that the client is at times unbalanced, and has a history of similar antics with other salons
The owner of the salon offered to redo the client's hair simply to try to keep the client happy and to try to avoid any unpleasantnessIt was again explained to the client that she signed a release form regarding the color, and that results are not guaranteed over home box colorThe owner offered to redo the color anyway at no additional charge, but explained that the color would have to be darker in order to achieve full coverage and even tonesColor cannot lighten colorWhen the client came back into the salon for the owner to check her hair, the original stylist saw the front of the client's hair, and was horrifiedA chunk of hair had been cut off the front, and the stylist insists that that was not the haircut the client left withThe stylist has many years of experience in our industry, and the haircuts provided have been excellentEven so, the owner offered to go through the haircut, as well as re-doing the colorOnce again, the offer to redo the hair was to try to avoid this type of situation, without accepting any fault
The client agreed to let the owner redo her hairThe owner offered 3-different times for the redo, including coming in on the owner's day offThe owner even gave the client her personal cell phone number so the client could call at any time to set up a mutually convenient timeThe client could not make up her mind about when to come inThe client could not make up her mind about what color to do her hairAfter a few days of this, the owner asked the client to please make a decision about what we can do for her hairThe client then replied that she was confused, and she understood that we are asking her to make a decision but that she is not sure what she is supposed to be deciding
The client then started to send threatening text messages to the owner's cell phoneIt was at this point that we contacted our attorneyOur attorney has the transcripts of the text messagesThe client threatened to contact the Revdex.com, the Attorney General's office, and to go online with vicious complaints about our businessOur attorney recommended that we simply refund the client's moneyIt would be less costlyWe compliedA check for $was mailed to the client last weekThat was the amount she paid for her hair servicesWhen the client was told that a check would be forthcoming, she agreed that by depositing/cashing the check that she would release Panache from any future claims and agreed to not make any negative comments regarding Panache to any third party directly or through any other media to include social media
In the meantime, the client stated that she cannot recall her complaint to the Revdex.com, but knowing how the system works that she would simply not respond to any future correspondence from the Revdex.com
The client has been informed that she will be unable to receive any future services at our place of business
Sincerely,

---------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Mar 10, 2014 at 9:41 AMSubject: Fwd: Complaint #[redacted]To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Mar 7, 2014 at 9:59 AM
Subject: Complaint #[redacted]
To: [email protected]
In response to the Revdex.com questions:
 
1.  I am being represented by an attorney. At this time, no lawsuit has been filed.
2.  I did not receive a receipt for my services from Panache, they would not give me one when I asked.  They said they had no way of printing it out because I paid cash.
3.  The receipt for the salon that corrected my hair is below. In addition I gave a 20% gratuity to the stylist who fixed my hair.
4.  Panache has a copy of the disclaimer, I was not given a copy of what I signed.  But I know the disclaimer was informational and wasn't any type of release of liability.
 
Regards,
 
[redacted]
 
 
---------- Forwarded message ----------
From: <[redacted]
Date: Tue, Mar 4, 2014 at 2:17 PM
Subject: Your receipt from [redacted] Spa And Salon
To: [redacted]
Dear [redacted],
Thank you for your recent purchase at [redacted] Spa And Salon.
[redacted] Spa And Salon [redacted] 03/04/2014 14:17:15 --------------- Services --------------- BB New Client Haircut 90.00 BB Touch Up 80.00 Service Subtotal 170.00 Subtotal 170.00 Pay Charge Due 0.00 Total 170.00 Cash 200.00 Change Due 30.00 Client: Taylor, [redacted] Trx #: 728512 Drawer: 10 Station102 Date: 03/04/2014 CI Created: 03/04/2014 11:28:31 CI Changed: 03/04/2014 14:14:09 MP1 ---------------- Rewards --------------- Reward # 5000265017296047 Custom Spa Cash +1360 Balance 31810 You have earned 1 Exotic Hand Ritual reward and 6810 of 25000 Custom points towards your next reward. or You have earned 7 Alpine and brine rewards and 3810 of 4000 Custom points towards your next reward. or You have earned 1 Tub Treatments reward and 6810 of 25000 Custom points towards your next reward. or You have earned 31810 of 35000 Custom points towards one Pantai contour reward or You have earned 31810 of 35000 Custom points towards one $50 off retail reward or You have earned 1 Thalassa Vita Facial reward and 1810 of 30000 Custom points towards your next reward. or You have earned 31810 of 35000 Custom points towards one Pantai Herbal Energy reward or You have earned 4 Any Facial Enhancer rewards and 1810 of 7500 Custom points towards your next reward. or You have earned 31810 of 35000 Custom points towards one Exotic Foot Ritual reward or You have earned 1 Austrian Bathing Experience reward and 6810 of 25000 Custom points towards your next reward. or You have earned 31810 of 35000 Custom points towards one Pantai Luar Treatment reward or You have earned 1 Rasul reward and 6810 of 25000 Custom points towards your next reward. or You have earned 31810 of 40000 Custom points towards one Lomi Lomi, Lotus, Mu Xing reward Come get your skin in shape for summer. Body scrubs, spray tans, Rasul body treatments.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
This letter is one big false statement and I am extremely disappointed that panache has resorted to lying.  I have contacted an attorney and am now being represented.  I would never take scissors to my own hair and cut a chunk of hair off to get a refund. If all I wanted is my money back, I wouldn't be spending additional money hiring an attorney, which costs way more than the haircut and color itself.  I am extremely upset about what happened to me and I deserve to be compensated.  My hair has since been fixed for an additional $200 at another salon, but I will not get my length back for a few years.  I also lost a modeling job because of what happened to my hair.  My family members are furious that false statements are being made about what they said to Panache and they never say such horrible things about me.
 
I do not accept the $164 offer because the offer says I will agree not to make any statements to any third parties.  I've already told a bunch of people about what happened and posted my experience online.  And now, I also have attorneys fees on top of it. 
 
1.  When I arrived at panache, my hair was one color, brown.  Not a number of different shades.  
2.  The stylist never mentioned any difficulty or possible failures when we discussed coloring my hair.  
3.  I only signed a disclaimer that I had been informed about box color and it's chemicals and was told it was a standard form that every client filled out before hair color services.  The disclaimer does not state that I have acknowledged the use of any box color on my own hair.  And the disclaimer does not state anything about the salon not being liable for mistakes or negligence.  
4.  I never asked the stylist to color my hair platinum after she started putting the agreed color on my hair.
5.  I never made a statement that no salon can make me happy.
6. I did ask for a sharp V but but I did not get a sharp V.  I received a lopsided haircut.
7. We only discussed one inch in length being removed from my hair. 
8.  I never agreed to the haircut I was given.
9. I did not change my mind about the blow out. I asked to have my hair styled and dried like any normal customer, and she made it a frizzy mess and had to resort to the flat iron.
10.  I never told anyone in the salon that I loved my hair and was so happy.  In fact I have call records on my phone that show I had a 15 minute conversation with the salon 30 minutes after leaving, where I complained to [redacted] on the phone about my hair.  Happy customers do not call the salon 30 minutes after leaving to talk to the stylist for 15 minutes.
11.  I did not make a new appointment at checkout.
12.  There is no video surveillance showing how happy I was with my hair, I was not happy.  I might of been trying to be polite about the situation since there was no manager available that day, but I was not happy.  It was embarrassing.  
13.  The owner of the salon did offer to redo my hair but I was very worried about getting it redone because I was already distrustful and wanted to go to someplace I knew I could trust.
14.  I never agreed to let the owner redo my hair, we only discussed it as an option.  I really just wanted a refund.
15.  The owner was not willing to redo my hair to the color I initially asked for.  She only wanted to do a color I did not want. I was not happy about that.
16.  The owner said I had to get my hair re-done within 7 days and offered times that were not compatible to my schedule.
17.  I did not start sending threatening text messages to the owners phone.  I have copies of everything I sent as well.  That's a complete exaggeration.
 
If these lies continue, I will have no other choice but to take further legal action.  And my family, who you think are your loyal clients, will back me up.  They are furious you've involved them.
Regards,
[redacted]

Review: I went in for a hair appointment on February 22nd 2014 for a haircut and a single process color with [redacted]. I described to [redacted], in detail, the type of cut I was looking for in addition to a color I selected. I asked to have 1 inch removed off my length. After my service was complete, I realized that my hair cut was lopsided by about two inches. She also cut about 5 inches off without my permission. In addition the color in my hair was incorrectly processed and very uneven. I contacted the owner, [redacted], about my issue and the next day went to visit the salon. She apologized for the mistake and offered to "try" and fix my color by dying my hair darker, which is not the original color I wanted, and to attempt to fix my haircut, by cutting even MORE hair off. I have kindly asked for a refund but she is refusing to refund. Over the last few days she's offered to refund my haircut, but I believe that I should be refunded the entire cost of my service. Why should I be inconvenienced by their mistake? My hair is lopsided and its going to take a few years to grow back my hair.Desired Settlement: I would like to be refunded in full for my hair services in addition to the $30 tip that I gave [redacted]. This is only so that I can take the $ and go to another salon to correct the horrible mistakes to my hair. I am also happy to go to another salon and have Panache pay for the hair correction as well.

Business

Response:

March 5, 2014

Dear **. [redacted],

Regarding the above complaint to the Revdex.com, please see the following for our response to this complaint:

This client came to our place of business on Saturday February 22nd 2014 for a color and a haircut. The client had home box color on her hair which she had applied a few weeks earlier. Her hair had a number of different shades or lighter color, darker color, and regrowth at the base. Our stylist very explicitly explained the difficulties in obtaining perfect results over home box color, especially when the hair has a number of different shades throughout the length. Home box color, and professional color are very different in chemical content, and on occasion can have adverse results. The client fully understood, agreed, and signed a disclaimer that states that Panache does not guarantee results over home box color. (A copy of the color correction disclaimer is attached, showing the client's signature). The client chose a dark violet base color. While applying the color, the client began to talk about going platinum blond. The stylist explained that they were focusing on this appointment, with the dark violet base the client chose. The client also told the stylist that she has yet to find a son that can make her happy.

For her haircut, the client asked for a very defined, sharp "V" at the back of her hair. It was explained to her that in order to achieve that style only 2 inches would need to come off the back, but the sides would need to be considerable shorter in order to achieve the "V”. She was shown in the mirror that about 4-5 inches would need to be cut off at the front, and the stylist showed her where the length would fall around her face. The client agreed to the haircut, knowing that the front would be shorter than the back to achieve the "V" shape at the back. The client asked for her hair to be blown out to get volume.

After the blow out, the client changed her mind and asked for her hair to be flat ironed. That service was provided. ;

At checkout, the client repeatedly said in front of other staff, and other clients, how much she loved her hair. She was so happy she gave her stylist a $30 gratuity. The client even re-scheduled her appointment for her next service. We have copies of the client on our video surveillance at the front desk at checkout smiling, and swinging her hair.

The next day we received a call from one of the client's close family members. The family member is a client of Panache, and has been using our services for years. The family member always sees the same stylist who did the client's hair. The family member called us to advise us that her relative woke up that morning hating her hair, and that the client would be causing trouble. The family member said the client has a history of doing this, and that the client most likely took scissors to her own hair to take out a chunk at the front to make it look like she received a bad haircut so she could get her money back.

The family member indicated that the client is at times unbalanced, and has a history of similar antics with other salons.

The owner of the salon offered to redo the client's hair simply to try to keep the client happy and to try to avoid any unpleasantness. It was again explained to the client that she signed a release form regarding the color, and that results are not guaranteed over home box color. The owner offered to redo the color anyway at no additional charge, but explained that the color would have to be darker in order to achieve full coverage and even tones. Color cannot lighten color. When the client came back into the salon for the owner to check her hair, the original stylist saw the front of the client's hair, and was horrified. A chunk of hair had been cut off the front, and the stylist insists that that was not the haircut the client left with. The stylist has many years of experience in our industry, and the haircuts provided have been excellent. Even so, the owner offered to go through the haircut, as well as re-doing the color. Once again, the offer to redo the hair was to try to avoid this type of situation, without accepting any fault.

The client agreed to let the owner redo her hair. The owner offered 3-4 different times for the redo, including coming in on the owner's day off. The owner even gave the client her personal cell phone number so the client could call at any time to set up a mutually convenient time. The client could not make up her mind about when to come in. The client could not make up her mind about what color to do her hair. After a few days of this, the owner asked the client to please make a decision about what we can do for her hair. The client then replied that she was confused, and she understood that we are asking her to make a decision but that she is not sure what she is supposed to be deciding.

The client then started to send threatening text messages to the owner's cell phone. It was at this point that we contacted our attorney. Our attorney has the transcripts of the text messages. The client threatened to contact the Revdex.com, the Attorney General's office, and to go online with vicious complaints about our business. Our attorney recommended that we simply refund the client's money. It would be less costly. We complied. A check for $164.00 was mailed to the client last week. That was the amount she paid for her hair services. When the client was told that a check would be forthcoming, she agreed that by depositing/cashing the check that she would release Panache from any future claims and agreed to not make any negative comments regarding Panache to any third party directly or through any other media to include social media.

In the meantime, the client stated that she cannot recall her complaint to the Revdex.com, but knowing how the system works that she would simply not respond to any future correspondence from the Revdex.com.

The client has been informed that she will be unable to receive any future services at our place of business.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: