Schecher Realty - Century 21

Hello,We are sorry we could not resolve this directly after her appointment when Ms*** called in and got her back in to see our Salon Educator / Shareholder to make her completely happy with her Salon experience. Since she has already seen another stylist for her hair, and in an attempt to make things right to resolve this, please have Ms*** call the Salon at for a reimbursement of funds. She should ask for Hadley, our Front Desk Coordinator who works till 4pm on Fridays, or she will be back on Monday thru Friday from 8am to 4pm.Thank you,Sahair Salon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, We are very sorry that Ms*** had a bad experience with us. It is very important to our Company culture, that we provide our customers with a great Salon experience. So much so in fact, that we have company policies when dealing with the few times a guest is not satisfied with
their service. Our policy is that we review the information provided by the guest, then we have a Salon Manager get in touch with them. We first apologize to them for not receiving an amazing Salon experience, and then after listening to their concerns, we ask that they come back in to the Salon so the service provider can make the necessary adjustments to the guest’s hair until they are finally happy. If they do not wish to see the same service provider, we schedule them with either the Salon Educator or a Company Shareholder who will perform the service. Additionally, during their service, we always provide them with a free hair treatment and after their service, we give them the professional products (usually shampoo and conditioner) that are needed to maintain the look and style in between their next appointment. We do this all free of charge. This can be verified, because in the past, we have had customers change their reviews, and post about the new experience. If after all of this the client is still not happy with their hair, we then provide them with a complete refund. We asked that both the Salon Manager and the stylist both write a statement in regards to this incident This is the written statement from Heather H***, Salon Manager and future Company Shareholder Date: January To: SAHAIR Salon From: Heather H*** Subject: *** *** Customer Complaint Ms*** called the salon and asked to speak with a Manager. I got on the phone with her and she explained the situation to me and insisted to have refund that day. I asked her who her stylist was, she told me Mara. I asked what her previous hair was colored with or by whom. I asked her what her desired look for this appt was, and also what her end result was. She told me she had dark red hair and she was wanting to go platinum blonde. She also told me that she went to another salon previously, and the stylist there put the red on her hair, but she wasn't happy with those results I asked her if Mara communicated to her that this type of dramatic hair color change was a process would take multiple appointments over time to get her to the platinum blonde she wanted Ms*** stated that Mara was very clear about that. I also reaffirmed that the result she was looking for, could not be achieved in one session. Ms*** then stated that her hair was damaged and orange and green and blotchy. I asked if she didn't mind sending me pictures of her current hair. I then told her I would review the photos, speak with Mara about this as well as the Owner of the Salon and get back with her I spoke with Mara, and the owner of the salon, to get find out what happened. These are the pictures she sent me (we will try to attach the photo sent by Ms***). I see no sign of damage and looks about the right shade considering she was a dark red wanting to go blonder. Mara explained to me her complete appointment with Ms*** starting from consultation and about asking her about previous hair color. Mara specifically told her it was a process, and that after this appointment, she could come back in in weeks so she can get her hair even lighter. As Mara placed the foils on Ms*** hair, she knew something was not right based on the heat from the chemical reaction coming from the foils. In my experience, I know that non-professional (sometimes called box dye or henna hair dye) hair colors contain residual metallic salt particles and has a poor chemical reaction to the bleach necessary to complete the service. Ms*** still received a full service, but Mara had to wash the foils out of her hair before the full processing time to avoid any unnecessary damage to her hair. If Mara had known ahead of time what type of color was previously placed on Ms*** hair, she could have approached the service differently and would have done a test strand on her hair before beginning the bleach application. But since she believed the previous color to be applied by a professional, she proceeded as normal After speaking with Mara and the Owner, it was decided to adhere to the company policy and ask Ms*** back into the Salon and provide her with a completely free service as well as a free hair treatment. I then returned her call at about 2pm that same day, to let her know I would be more than happy to get her booked with a salon educator or myself to do the whole service free of charge with a complimentary treatment, but unfortunately we could not reimburse her until we had a chance to look at her hair in person. Ms*** then booked an appointment to return to the Salon. Sincerely, /s/ Heather H*** This is the written statement from our stylist Mara W*** who colored Ms***’ hair that day Date: January To: SAHAIR Salon, MsBarbi H*** *** From: Mara EW*** Subject: Response to Revdex.com Complaint On January 20, I was booked for an appointment for a full foil and glaze client, Ms*** *** at 12:45pmThe client was contacted around 11:am that m***ing to see if she would like to come in earlier, around 12:Ms*** arrived at 12:pm and I brought her over to my station, I noticed the right side of her head was shaved and her overall hair length was just above her hipsI asked her what we were planning on doing that day and she replied “Is this an option or am I crazy?” She held her phone for me to see a picture of an icy blondeShe had about 1/2” of regrowth (roots) as well as “faded” level red-tone from her mid shafts, and her ends were a level 2-(very dark brown) I informed her that was not possible in one sitting/appointment and her desired shade of an icy blonde color would require a couple visits/appointmentsI suggested a balayage considering her roots were a level (light brown/ dirty blonde)I then asked her “when was the last time you colored her hair?” She replied a “couple months ago” I asked “did you get it done at a salon or did you do it at home?” She replied “at a salon”I asked if she’d like a price quote and she answered “yes”I came back to her with a price of $188; and explained if I needed to prepare any additional bowls of bleach that would add an additional $more per bowlShe agreed to the pricing information I quoted herI then proceeded to mix the *** lightener with medium volume and an *** additiveI started the process of the balayage service and started making small talkI inquired as to where she went last to get her hair colored and she replied “*** ***, the school in Denver, my friend goes there.” I commented “really? That’s where I went, when does your friend graduate?” Ms*** replied “Oh I don’t really know, we haven’t talked in awhile”When I got to the left side of her head to start the lightening process my hand brushed a foil, the foil was extremely hot to the touch; I thought for a moment that might be due to the fact that Andy (the stylist next to my station) was blow drying her guestI touched another foil located lower on her head and was just as hotI immediately removed all of the foils and checked the elasticity of her hair; it had no stretchI washed/rinsed her hair, and was still somewhat concerned, however her hair seemed to feel healthyAt this point, I needed to mix another bowl of bleach and proceeded to mix the same formula as beforeOnce I finished her foils I decided to consult another stylist, Lisa, and described to her what had happened, to include the excessive heat I physically felt when touching the foilsLisa believed Ms*** most likely had used a box dye on her hair at one point, and the residual metallic particles that box dyes contain had a chemical reaction to the bleach that was being applied during her salon serviceI continued the service, rinsing her hair and toning her hair twice as well as applying an *** and Emergency Treatment (deep conditioning service)Once I began to blow dry her hair, I asked if she would like me to tone her hair again and she replied “No”Next, I asked her if she could live with this color for the next couple weeks, “Yes” she answeredNoticing the look on her face, I again asked her “are you sure you can live with this for a couple of weeks?” “I’m sure” she repliedI finished blow-drying her and we proceeded to the front of the salon for checkout she commented how weird it was to see her self with light hairI said goodbye to Ms*** and let the receptionist take care of the transaction and headed back to clean my stationOnce Ms*** left salon, the receptionist informed me she was not happy about the final price for her balayage serviceI immediately called the salon owner and explained the details regarding the appointment. I feel the salon services I provided Ms*** was appropriate based upon the information she provided me regarding her previous color experienceWith this information and based upon my experience and training as a professional hairstylist I proceeded with her service in the same manner any hairstylist in this industry would haveSincerely, /s/ Mara EW*** We feel that we did everything right in order to provide the best service possible for Ms***. There may have been some confusion where Ms*** received her previous hair service, as her statement to Mara and overheard by other stylists during the service was *** ***, but her statement in this Revdex.com complaint is *** shades. These are two separate companies from separate Salons, but either way, those are both professional brands and neither of them contain metallic salts which believe to be the cause of the negative reaction to the bleach process We adhered to company policy and asked Ms*** to return to the Salon so we can take another look at her hair and provide the service necessary to remedy the situation, free of charge. We also offered to provide a complimentary hair treatment during that service In regards to our Salon’s service pricing. We put in place our Salon Company’s pricing based on information we gathered from multiple other Salon businesses around Douglas County who we would compare our service standard to. We then established service prices within the range of prices. Over time, we have found that most of our prices lie somewhere in the middle range of what other’s charge. We know that what we charged Ms*** for her hair service is pricing for the services performed. Additionally, we have an up-front pricing policy, and always provide a free consultation to our guests before we begin any service. Based on the information provided in the consultation, the current state of their hair, and the look/color they would like to achieve with their hair that day we let them know ahead of time what the price of the service will be. The total price is based on product use and service cost We have no hard feelings with Ms*** at all, and we would still offer her a free service and hair treatment if she would like to come back into the Salon. We would make sure her service is provided by the Salon Educator or with one of the Salon managers. We would like the chance to take a look at what we can professionally do to her hair in order to achieve the look she is going for, before we provide her with a refund Thanks in advance for your time on thisBarbi H*** Owner, Sahair Salon