Shiny Strands

Initial Business Response / [redacted] (1000, 7, 2014/05/02) */ Contact Name and Title: [redacted] , Owner Contact Phone: [redacted] I spoke to complainant on April 3rdThe appointments were started late due to the late arrive of previous clientsShe was notified as soon as she walked into the doorUnfortunately, with street constructions going on our street, some clients are caught in heavy traffic and arrive lateWe should have asked if there was a rush as we would have then ended the other appointment unfinished and started with this family on timeI am not sure if that was offered, but I don't think it wasI have addressed this with my staffI also explained to the complainant that our service is to remove as much lice as we can, as well as to educate our clients about liceI explained that we normally inform everyone that they most likely still have nits in their hair when they leave, as it is impossible to say everything is out and we provide instructions on how to comb at homeComplainant confirmed she received instructions to comb at homeEach school has a different lice policyOur technicians do not provide the notes to those schools that have strict no nits (or little nits) policies, so we should not have provided that noteComplainant refused the offer to go to another location as I, the owner, was out of townI offered to see them the week I returned, at which point she refused and said no needWe do not offer refunds as we did treat her daughters as well as provided instructions on how to continue the treatment at homeMy technician that she refers to regarding poor phone service responded that she was being yelled at, was treated rudely and did not feel safe talking or seeing said client any longer and therefore did not want to continue the phone conversation nor book another appointment with themI have addressed that issue with the technicianIf client is still having lice issues from that case, I offer that they can come back and I will treat them myself free of charge Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician NEVER told me that my children would be leaving with numerous nitsMy children's school is a Catholic private school that only allows a Max of nits in order to return to schoolThe letter I received was useless since it only stated my children did not have liceMy children came to them with lice and only having nitsTo my surprise the next day they had way over and over when the nurse had to stop and send us all homeThe school website had a direct link to the website for Shiny StrandsAt this time (or so) this company guaranteed a no nit policy codeNow they no longer procmvide this serviceThe school was recommending them until this incidentTwo families were seen by the same inexperienced technician with the same resultsOur school is no longer recommending this company I was NEVER offered to return to the Napervile location or Glen Ellyn for FREE! I was clearly told to come back and be charged AGAIN but I would be seen by one of the ownersAlso the person that answered the phone told me quote I have no appointments today you can come back tomorrow and pay AGAIN! Offering to assist me NOW is completely USELESSThe owner offered to check my daughters hair upon her return however I would have to pay the checking fee of $so she could check to see if I was doing a good job! I decided I was not going to give her another $to get a pat on the back! The bottom line is her business is a jokeShiny strands changed their service to education and not removal of nits and or liceThat needs to be clearly stated on their website! If I was still having lice issues now I would have seen a lawyerThe best way to prevent any others from getting poor service is no longer recommending themThe private school has families that will not be going to them if this problem arises in the future!! What a waste of my money and time! Good luck growing your business in the Plainfield/Naperville areaThe technician was very unsure of herself while providing the services to both of my daughtersShe had another technician come over on numerous occasions yo check the bowl and they were whispering to one anotherThe technician even had the nerve to ask ME what I wanted to do after min with my second daughter because she wasn't able to comb anything out of her hairI told her to comb for another min to have the services be equal timeI am NOT the expert she is supposed to have the knowledge to recommend to me! AlsoThis technician did not recommend the strand by strand technique which is probably what she should have doneLack of knowledge and training equals poor service! Train your staff so they know whet they are doing! Final Business Response / [redacted] (4000, 15, 2014/05/23) */ The complainant is incorrect on several points in her responseFirst, we do not have any service that is $25, second, she stated originally and several times on the phone that her school policy is nits, not 3, and third, we have always stressed educationAs a reminder, she would not see any of my technicians except me and I was out of town for the weekIf she listened to me during our minute conversation, she would know that her kids have a scent marker on their heads for weeks that call other lice over and can therefore contract another case easilySo my offer is if they still have lice or get it again within weeks I will treat them myself for freeConsidering she is bad mouthing my business and stating incorrect information, I feel this is very generous I would like to update my responseIn view of the prior responses from client, I am sure this will not be resolved without the refundConsidering the facts as presented are not entirely correct, and the customer has been speaking about this to others, I will refund the $with the condition that this family does not disclose to anyone this refund and that they stop speaking of my business Final Consumer Response / [redacted] (2000, 17, 2014/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept tbe terms of the refundPlease note there are numerous discrepancies in what she states I said when she was not even present for the conversations or the supposed serviceI feel the case is now closedPlease note the company now provides education and not a service in the future

Initial Business Response /* (1000, 7, 2014/05/02) */
Contact Name and Title:[redacted], Owner
Contact Phone:[redacted]
I spoke to complainant on April 3rd. The appointments were started late due to the late arrive of previous clients. She was notified as soon as she walked into...

the door. Unfortunately, with street constructions going on our street, some clients are caught in heavy traffic and arrive late. We should have asked if there was a rush as we would have then ended the other appointment unfinished and started with this family on time. I am not sure if that was offered, but I don't think it was. I have addressed this with my staff. I also explained to the complainant that our service is to remove as much lice as we can, as well as to educate our clients about lice. I explained that we normally inform everyone that they most likely still have nits in their hair when they leave, as it is impossible to say everything is out and we provide instructions on how to comb at home. Complainant confirmed she received instructions to comb at home. Each school has a different lice policy. Our technicians do not provide the notes to those schools that have strict no nits (or little nits) policies, so we should not have provided that note. Complainant refused the offer to go to another location as I, the owner, was out of town. I offered to see them the week I returned, at which point she refused and said no need. We do not offer refunds as we did treat her daughters as well as provided instructions on how to continue the treatment at home. My technician that she refers to regarding poor phone service responded that she was being yelled at, was treated rudely and did not feel safe talking or seeing said client any longer and therefore did not want to continue the phone conversation nor book another appointment with them. I have addressed that issue with the technician. If client is still having lice issues from that case, I offer that they can come back and I will treat them myself free of charge.
Initial Consumer Rebuttal /* (3000, 9, 2014/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician NEVER told me that my children would be leaving with numerous nits. My children's school is a Catholic private school that only allows a Max of 3 nits in order to return to school. The letter I received was useless since it only stated my children did not have lice. My children came to them with 0 lice and only having nits. To my surprise the next day they had way over 11 and over 7 when the nurse had to stop and send us all home. The school website had a direct link to the website for Shiny Strands. At this time (2010 or so) this company guaranteed a no nit policy code. Now they no longer procmvide this service. The school was recommending them until this incident. Two families were seen by the same inexperienced technician with the same results. Our school is no longer recommending this company.
I was NEVER offered to return to the Napervile location or Glen Ellyn for FREE! I was clearly told to come back and be charged AGAIN but I would be seen by one of the owners. Also the person that answered the phone told me quote I have no appointments today you can come back tomorrow and pay AGAIN! Offering to assist me NOW is completely USELESS. The owner offered to check my daughters hair upon her return however I would have to pay the checking fee of $25 so she could check to see if I was doing a good job! I decided I was not going to give her another $50 to get a pat on the back! The bottom line is her business is a joke. Shiny strands changed their service to education and not removal of nits and or lice. That needs to be clearly stated on their website! If I was still having lice issues now I would have seen a lawyer. The best way to prevent any others from getting poor service is no longer recommending them. The private school has 500 families that will not be going to them if this problem arises in the future!! What a waste of my money and time! Good luck growing your business in the Plainfield/Naperville area. The technician was very unsure of herself while providing the services to both of my daughters. She had another technician come over on numerous occasions yo check the bowl and they were whispering to one another. The technician even had the nerve to ask ME what I wanted to do after 30 min with my second daughter because she wasn't able to comb anything out of her hair. I told her to comb for another 15 min to have the services be equal time. I am NOT the expert she is supposed to have the knowledge to recommend to me! Also. This technician did not recommend the strand by strand technique which is probably what she should have done. Lack of knowledge and training equals poor service! Train your staff so they know whet they are doing!
Final Business Response /* (4000, 15, 2014/05/23) */
The complainant is incorrect on several points in her response. First, we do not have any service that is $25, second, she stated originally and several times on the phone that her school policy is 2 nits, not 3, and third, we have always stressed education. As a reminder, she would not see any of my technicians except me and I was out of town for the week. If she listened to me during our 30 minute conversation, she would know that her kids have a scent marker on their heads for 6 weeks that call other lice over and can
therefore contract another case easily. So my offer is if they still have lice or get it again within 6 weeks I will treat them myself for free. Considering she is bad mouthing my business and stating incorrect information, I feel this is very generous.
I would like to update my response. In view of the prior responses from client, I am sure this will not be resolved without the refund. Considering the facts as presented are not entirely correct, and the customer has been speaking about this to others, I will refund the $115 with the condition that this family does not disclose to anyone this refund and that they stop speaking of my business
Final Consumer Response /* (2000, 17, 2014/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept tbe terms of the refund. Please note there are numerous discrepancies in what she states I said when she was not even present for the conversations or the supposed service. I feel the case is now closed. Please note the company now provides education and not a service in the future.