Rocky Mountain Tool Company

Complaint: [redacted] I am rejecting this response because:Students are not allowed to mix their own color nor are they allowed to proceed without supervision and approval, had this been done, instead of instructors doing other things - staff hair and gathering for closed door discussions - my hair would not have been roasted and needed to be toned again. Also, I see the emphasis on price, this is a school, not a salon and in saying that, when she asked for conditioner, the instructor laughed and said use what is there. The saddest part about this is, I find this whole reaction to be personal because yes, the same thing happened before but again, students do not mix color and follow instructions given, so if that is not correct the work will show as such. Sadly enough, the person who assisted in correcting the first mistake, which I paid less for, because as was stated, that was 'a gift', is no longer at the school and while she is a good friend of mine she has not discussed the matter with me nor did I ask. When I came in last week, that was the talk around me, both by students and instructors but that is not my fault. I found that as soon as it was discovered that I was the one voicing concern over being charged twice for toner, and for foil which I had not requested, the owner became condescending, and very rude, she asked me to call her on her line. No sooner I called, the owner sounded belligerent and sarcastic and began cursing at me. That was completely unprofessional and really, after spending most of the day at a salon, there is no excuse for any of that. Also, by the law of physics, seven months of hair growth does not equate an even seven inches of hair regrowth, otherwise we would never need to see hairdressers as our hair would evenly grow. I'm quite sure that those who ignored the student, who kept us waiting and who enjoyed having gossp time when the owner left the school is also contributing to this debacle, so I am confident that I will not get the apology that is owed in this case. As far as the money, $10 toner and foil, this is maddening and sad because, considering that I received neither the consulation I should have gotten, nor a timely service, but instead scolded and told that I signed a waiver, which now I see is strategically done and abused by staff; this whole thing is really a massive disappointment and illustrates the difference between professionalism and personal attacks. Sincerely, [redacted] ***

Before and after pictures The customers hair is even and the finale outcome is what the customer requestedShe was happy with the outcome of her hair but started complaining as soon as she was told the price As I stated before, she was informed of the charges before any service was done, and charged a nominal fee Students are learning here We have a 1:ratio(student to teachers) teachers attend to each students needs effectively & efficiently Apparently, you are not happy with the services provided to customers here or the fact that if more product is used in order to have the outcome a customer wants to achieve, there is a nominal fee I'm sure either another school or professional salon can assist you in the future

The customer had over seven months of regrowth A level hair color that she wanted to be a level The school charges for a color "retouch" which is about 1-1/inches of new growth not 7-inches And there is a toner charge of on a toner retouch She was
charged $for a color(bleach) & toner when she should have been charged more This client was charged her last time she came into the SCHOOL the exact same amount $for the services she received IF she came in every month to have her re touch done it would be a $a month charge After not having her hair done in months her charge was $ We used the amount of color that would be utilized for different retouches and only charged her an additional $ So actually the school took a loss retouches & toners at $each = $280.00-$60.00= a $loss And I deserve an apology for her calling me at 10pm at night to complain on how she was charged And I still feel if she was charged $and not $she should consider it a gift The school charges a nominal amount for services Please keep in mind, the school pays for the chemicals and products used here The products are NOT free If a customer comes in with 7-inches of regrowth, they need to be charged for the extra products used As you can see in the picture that the customer sent me, she had over inches of new hair growth and that her hair is extremely darkBring her hair color up to a blonde is a lot of work & time and products Especially with the amount of dark roots that she came in with

Complaint: ***
I am rejecting this response because: The facts are not what MsL*** is stating. Nowhere in the contract agreement that was signed does it state that it was a "Pilot" program, it is not written anywhere. She also neglects to address the fact that there was no instructor for the first - weeks of the program. Shouldn't the instructor have been hired prior to the program beginning? Also, *** did indicate that to her three weeks in that he was going to quit due to the fact that there was no instructor and all he was doing was pin curls. She told him to hang in there that she had an instructor starting. So I ask again, shouldn't the instructor have been on board prior to the student starting the program??? When the instructor started *** asked what the curriculum would be and was told I am only here to do the practical. Again, he bought a kit, which contained barbering books that were never used. She is also taking things that were said out of context and not providing the full story. Also, why did she keep the entire lab fee of $1,when he was there for hours. How does that math work? And when *** was contacted by Raymond (who is no longer there) there was never any mention of pilot program and again there is nothin in writing
Sincerely,
*** ***

When the student originally signed up for our school he was informed that this was a pilot program and he was the first and only student in that class I then went and hired two different barbering instructors to assist him with techniques on the clinic floor The student was
advancing and learning and doing wonderfully in the beginning he wanted to withdraw from the school because he was nervous about cutting somebody's hair One of my instructors explain to him that barbering takes time it's not something that you're able to do overnight you need patience and you need to practice The student decided to stay A few months go by and one of my barbering instructors for personal reasons needed to leave the school this made the student very upset A couple weeks later *** came into my office and said that barbering just wasn't his thing he didn't feel comfortable and he didn't want to waste time and money any longer this was a change of life career and he wanted to figure out what he really wanted to doAt that point I did what's called a refund calculation it was done exactly how it should be done he received his refund His affidavit of hours and gave me a hug, wished me well and went on his way Never once did he complain about the program or his time there Our policies and procedures and refund calculations are in our catalog which he received and signed for It is on our website and inside the enrollment agreement So a few months after withdrawing the students wife is requesting a full refund after the student received his affidavit of hours after the student received his education up to those hours giving a full refund of money? how is the school able to get back the education that he was given ? He has his affidavit of hours which are logged in with the state of Connecticut so those could never be taken back The school myself and the staff did everything possible to accommodate *** while he was thereI wish you and your husband the best. Diana

Complaint: [redacted]
I am rejecting this response because:Students are not allowed to mix their own color nor are they allowed to proceed without supervision and approval, had this been done, instead of instructors doing other things - staff hair and gathering for closed door discussions - my  hair would not have been roasted and needed to be toned again. Also, I see the emphasis on price, this is a school, not a salon and in saying that, when she asked for conditioner, the instructor laughed and said use what is there. The saddest part about this is, I find this whole reaction to be personal because yes, the same thing happened before but again, students do not mix color and follow instructions given, so if that is not correct the work will show as such. Sadly enough, the person who assisted in correcting the first mistake, which I paid less for, because as was stated, that was 'a gift', is no longer at the school and while she is a good friend of mine she has not discussed the matter with me nor did I ask. When I came in last week, that was the talk around me, both by students and instructors but that is not my fault. I found that as soon as it was discovered that I was the one voicing concern over being charged twice for toner, and for foil which I had not requested, the owner became condescending, and very rude, she asked me to call her on her line. No sooner I called, the owner sounded belligerent and sarcastic and began cursing at me. That was completely unprofessional and really, after spending most of the day at a salon, there is no excuse for any of that. Also, by the law of physics, seven months of hair growth does not equate an even seven inches of hair regrowth, otherwise we would never need to see hairdressers as our hair would evenly grow. I'm quite sure that those who ignored the student, who kept us waiting and who enjoyed having gossp time when the owner left the school is also contributing to this debacle, so I am confident that I will not get the apology that is owed in this case. As far as the money, $10 toner and foil, this is maddening and sad because, considering that I received neither the consulation I should have gotten, nor a timely service, but instead scolded and told that I signed a waiver, which now I see is strategically done and abused by staff; this whole thing is really a massive disappointment and illustrates the difference between professionalism and personal attacks.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When I initially contacted [redacted] before she asked me to call her so she could speak to be condescendingly and curse (in the her house), I sent those pictures, to show her the before and after. No sooner she saw my face, her rant started. I cannot imagine being charged extra because of negligence on the instructor's part. There is no formidable excuse. No we are talking about the ratio of students to teachers, how about the ratio of qualified staff to students? I am paying for the service, it does matter if it was on the moon the principle is the same - I paid, had horrors, spent the entire day there and tried to resolve it with the owner - I was not asking for it to be free, I questioned charges, anyone has the right to do that, I am not the first and will not be the last. This is truly becoming monotonous. 
Sincerely,
[redacted]