Solaire Hair Studio and Spa

Initial Business Response / [redacted] (1000, 5, 2016/04/22) */ Solaire Spa [redacted] 4/22/ [redacted] Re: Case # [redacted] Ms [redacted] Dear Ms [redacted] , Please allow this letter to serve as a Response to the Consumer complaint filed on 4/13/by [redacted] *** On 3/27/Ms [redacted] purchased a set of HotHeads extensions in the amount of They were ordered and installed in her hair on 4/2/They generally last 6-weeks, as they are taped in and grow out with your own hairOn May 6, 2016, she had them removed (weeks later) Heidi performed the service, and she was very experienced at this service, performing many extension services over the past yearsAt no time did the Manager, Linda ever tell her that she had ever done only one before her serviceThis statement is a fabrication by Ms*** Ms [redacted] Came back in the next day for a scheduled reinstall of the extensions (2nd usage ) on May 7, 2015,and at no time did she complain the the extensions installed the first time by Heidi were improperly installed at any time In fact, she had Heidi install them once againShe wore the second installation of extensions for weeksThe were removed with the extension removal solvent recommended by HotheadsTwo hours is standard to remove extensions , depending on the number of wefts installed, often this can take longerMs [redacted] states that Solaire used a "improper remover" , We use the remover recommended by the manufacturerThe solvent, an oily substance dissolves the tape and the hair is slid off of the human hairThis often leaves a sticky residue and is easily removed by additional solvent and washing the hair At no time after the extensions were removed did Ms [redacted] notify the Salon that there was glue remaining in her hairIn fact she came in for a color service very shortly after the extensions were removed and she still had long hair at that timeNever did she mention to the colorist (July 3rd, 2015) She at no time ever notified Solaire that she had to cut her hair because of glue remaining(she said in the Revdex.com complaint, she had to cut her hair into a bob, the extensions are attached at the scalp and cutting your hair into a bob would have no effect because the tape is at the scalp not on the ends of the hair) In fact she left her extensions at the salon and we never heard from her again until the first week of March 2016, this was months after her last visit.( Extensions are never cleaned and re-taped until the client pays a deposit to have them reinstalled, this is because it takes approximately hours to prepare the extensions and we need to have a commitment on the part of the client before were do this for them When she came in March she said she wanted her extensions, which she took with herShe came back a month later and said that she went to Dino Palmeri Salon and that they said that Solaire ruined her extensions and failed to use Hotheads tape and removerFirst there was no tape remaining on the extensions when they were removed from our Salon, so it would be impossible for any salon to make that assessment (regardless we do only use the Hotheads tape purchased directly from Hotheads) and there is no way that they could assess the solvent as it was months after the fact (regardless we use the Hotheads solvent) In addition, she left the extensions at Solaire for nine months, she then took them off of our premises for a month, and we are in no way able to guarantee them after they have been out of our custody and controlIt was Ms***s responsibility to retrieve them months ago, and /or either have us clean and re-tape them (with payment) or remove them and have another salon do it She has come into the salon and created a scene on several occasions, she has been abusive to both myself and the staffWe tried to appease her by suggesting she get new extensions at cost, and we told her this was only attempt at good faith for her but we in no way did anything wrong or improperShe said that she would come into the Salon every day and create a huge sceneAll of our receptionists have been instructed to contact the Police and have her removed if she persists in doing this Should you have any additional questions, please do not hesitate to contact me Kindest Regards, Linda M [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's upsetting that the business has chosen to not claim responsibility when clearly I have taken the appropriate steps by going to a manager and now filing a complaint at Revdex.com instead of going to the media or maliciously posting rants about themI have never been rude to them and if anything, Linda has been rude to meShe did tell me that Heidi had only done extensions once before meThis is not a lieEither way, when Solaire agreed to take back my extensions and re-clean them and re-install them, that was admission of their wrong doingIf I was so abusive like they said then why would they invite me back to make it right? Solaire now has my extensions that fell apart when they were cleaning them and now do not want to accept responsibility for their actionsWhen Linda called after they fell apart, she told me that Heidi had left it in the solution the whole time and that's why they fell apartShe offered me old extensions from a model and I refused stating I wanted a refundThis is when I filed the complaintClearly, it's a money issue with SolaireIt's very disappointing that there will probably be no resolution hereI can see that nowThe only thing I can do is make sure none of my friends or family members ever go there Final Business Response / [redacted] (4000, 9, 2016/05/03) */ Please allow this response to supplement the one previously submittedMs [redacted] is looking for something for free, something which she is not entitled toShe has threatened to come into Solaire every day and make a scene, she has said she was going to go to social media and bombard them with negative reviews, this is a client who came back months after her las appointemnt and demanded free hair extensions and a free serviceWe do not in any way feel that she is owed anything, and as a token of good will we offered to get the hair at wholesale and a discount to install themShe has in the past complained and we have given her a free service, she has a history of this behaviourSolaire is standing by their position

Initial Business Response /* (1000, 5, 2016/04/22) */
Solaire Spa
***
4/22/
*** ***
***
Re: Case # *** Ms*** ***
Dear Ms***,
Please
allow this letter to serve as a Response to the Consumer complaint filed on 4/13/by *** ***
On 3/27/Ms*** purchased a set of HotHeads extensions in the amount of They were ordered and installed in her hair on 4/2/They generally last 6-weeks, as they are taped in and grow out with your own hairOn May 6, 2016, she had them removed (weeks later) Heidi performed the service, and she was very experienced at this service, performing many extension services over the past yearsAt no time did the Manager, Linda ever tell her that she had ever done only one before her serviceThis statement is a fabrication by Ms***
Ms*** Came back in the next day for a scheduled reinstall of the extensions (2nd usage ) on May 7, 2015,and at no time did she complain the the extensions installed the first time by Heidi were improperly installed at any time In fact, she had Heidi install them once again She wore the second installation of extensions for weeksThe were removed with the extension removal solvent recommended by HotheadsTwo hours is standard to remove extensions , depending on the number of wefts installed, often this can take longerMs *** states that Solaire used a "improper remover" , We use the remover recommended by the manufacturerThe solvent, an oily substance dissolves the tape and the hair is slid off of the human hairThis often leaves a sticky residue and is easily removed by additional solvent and washing the hair
At no time after the extensions were removed did Ms*** notify the Salon that there was glue remaining in her hairIn fact she came in for a color service very shortly after the extensions were removed and she still had long hair at that timeNever did she mention to the colorist (July 3rd, 2015)
She at no time ever notified Solaire that she had to cut her hair because of glue remaining(she said in the Revdex.com complaint, she had to cut her hair into a bob, the extensions are attached at the scalp and cutting your hair into a bob would have no effect because the tape is at the scalp not on the ends of the hair)
In fact she left her extensions at the salon and we never heard from her again until the first week of March 2016, this was months after her last visit.( Extensions are never cleaned and re-taped until the client pays a deposit to have them reinstalled, this is because it takes approximately hours to prepare the extensions and we need to have a commitment on the part of the client before were do this for them
When she came in March she said she wanted her extensions, which she took with her She came back a month later and said that she went to Dino Palmeri Salon and that they said that Solaire ruined her extensions and failed to use Hotheads tape and removerFirst there was no tape remaining on the extensions when they were removed from our Salon, so it would be impossible for any salon to make that assessment (regardless we do only use the Hotheads tape purchased directly from Hotheads) and there is no way that they could assess the solvent as it was months after the fact (regardless we use the Hotheads solvent) In addition, she left the extensions at Solaire for nine months, she then took them off of our premises for a month, and we are in no way able to guarantee them after they have been out of our custody and controlIt was Ms***s responsibility to retrieve them months ago, and /or either have us clean and re-tape them (with payment) or remove them and have another salon do it
She has come into the salon and created a scene on several occasions, she has been abusive to both myself and the staffWe tried to appease her by suggesting she get new extensions at cost, and we told her this was only attempt at good faith for her but we in no way did anything wrong or improperShe said that she would come into the Salon every day and create a huge sceneAll of our receptionists have been instructed to contact the Police and have her removed if she persists in doing this
Should you have any additional questions, please do not hesitate to contact me
Kindest Regards,
Linda M***
Initial Consumer Rebuttal /* (3000, 7, 2016/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's upsetting that the business has chosen to not claim responsibility when clearly I have taken the appropriate steps by going to a manager and now filing a complaint at Revdex.com instead of going to the media or maliciously posting rants about themI have never been rude to them and if anything, Linda has been rude to meShe did tell me that Heidi had only done extensions once before meThis is not a lieEither way, when Solaire agreed to take back my extensions and re-clean them and re-install them, that was admission of their wrong doingIf I was so abusive like they said then why would they invite me back to make it right? Solaire now has my extensions that fell apart when they were cleaning them and now do not want to accept responsibility for their actionsWhen Linda called after they fell apart, she told me that Heidi had left it in the solution the whole time and that's why they fell apartShe offered me old extensions from a model and I refused stating I wanted a refundThis is when I filed the complaintClearly, it's a money issue with SolaireIt's very disappointing that there will probably be no resolution hereI can see that nowThe only thing I can do is make sure none of my friends or family members ever go there
Final Business Response /* (4000, 9, 2016/05/03) */
Please allow this response to supplement the one previously submittedMs*** *** is looking for something for free, something which she is not entitled toShe has threatened to come into Solaire every day and make a scene, she has said she was going to go to social media and bombard them with negative reviews, this is a client who came back months after her las appointemnt and demanded free hair extensions and a free serviceWe do not in any way feel that she is owed anything, and as a token of good will we offered to get the hair at wholesale and a discount to install them She has in the past complained and we have given her a free service, she has a history of this behaviourSolaire is standing by their position

Initial Business Response /* (1000, 5, 2016/04/22) */
Solaire Spa
[redacted]
4/22/16
[redacted]
[redacted]
Re: Case # [redacted] Ms. [redacted]
Dear Ms. [redacted],
Please...

allow this letter to serve as a Response to the Consumer complaint filed on 4/13/16 by [redacted].
On 3/27/2016 Ms. [redacted] purchased a set of HotHeads extensions in the amount of 318.82. They were ordered and installed in her hair on 4/2/15. They generally last 6-7 weeks, as they are taped in and grow out with your own hair. On May 6, 2016, she had them removed (5 weeks later) Heidi performed the service, and she was very experienced at this service, performing many extension services over the past 5 years. At no time did the Manager, Linda ever tell her that she had ever done only one before her service. This statement is a fabrication by Ms. [redacted].
Ms. [redacted] Came back in the next day for a scheduled reinstall of the extensions (2nd usage ) on May 7, 2015,and at no time did she complain the the extensions installed the first time by Heidi were improperly installed at any time . In fact, she had Heidi install them once again. She wore the second installation of extensions for 8 weeks. The were removed with the extension removal solvent recommended by Hotheads. Two hours is standard to remove extensions , depending on the number of wefts installed, often this can take longer. Ms [redacted] states that Solaire used a "improper remover" , We use the remover recommended by the manufacturer. The solvent, an oily substance dissolves the tape and the hair is slid off of the human hair. This often leaves a sticky residue and is easily removed by additional solvent and washing the hair.
At no time after the extensions were removed did Ms. [redacted] notify the Salon that there was glue remaining in her hair. In fact she came in for a color service very shortly after the extensions were removed and she still had long hair at that time. Never did she mention to the colorist (July 3rd, 2015).
She at no time ever notified Solaire that she had to cut her hair because of glue remaining. (she said in the Revdex.com complaint, she had to cut her hair into a bob, the extensions are attached at the scalp and cutting your hair into a bob would have no effect because the tape is at the scalp not on the ends of the hair).
In fact she left her extensions at the salon and we never heard from her again until the first week of March 2016, this was 9 months after her last visit.( Extensions are never cleaned and re-taped until the client pays a deposit to have them reinstalled, this is because it takes approximately 2 hours to prepare the extensions and we need to have a commitment on the part of the client before were do this for them.
When she came in March 2016 she said she wanted her extensions, which she took with her. She came back a month later and said that she went to Dino Palmeri Salon and that they said that Solaire ruined her extensions and failed to use Hotheads tape and remover. First there was no tape remaining on the extensions when they were removed from our Salon, so it would be impossible for any salon to make that assessment (regardless we do only use the Hotheads tape purchased directly from Hotheads) and there is no way that they could assess the solvent as it was 9 months after the fact (regardless we use the Hotheads solvent) . In addition, she left the extensions at Solaire for nine months, she then took them off of our premises for a month, and we are in no way able to guarantee them after they have been out of our custody and control. It was Ms. [redacted]s responsibility to retrieve them 10 months ago, and /or either have us clean and re-tape them (with payment) or remove them and have another salon do it.
She has come into the salon and created a scene on several occasions, she has been abusive to both myself and the staff. We tried to appease her by suggesting she get new extensions at cost, and we told her this was only attempt at good faith for her but we in no way did anything wrong or improper. She said that she would come into the Salon every day and create a huge scene. All of our receptionists have been instructed to contact the Police and have her removed if she persists in doing this.
Should you have any additional questions, please do not hesitate to contact me.
Kindest Regards,
Linda M[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's upsetting that the business has chosen to not claim responsibility when clearly I have taken the appropriate steps by going to a manager and now filing a complaint at Revdex.com instead of going to the media or maliciously posting rants about them. I have never been rude to them and if anything, Linda has been rude to me. She did tell me that Heidi had only done extensions once before me. This is not a lie. Either way, when Solaire agreed to take back my extensions and re-clean them and re-install them, that was admission of their wrong doing. If I was so abusive like they said then why would they invite me back to make it right? Solaire now has my extensions that fell apart when they were cleaning them and now do not want to accept responsibility for their actions. When Linda called after they fell apart, she told me that Heidi had left it in the solution the whole time and that's why they fell apart. She offered me old extensions from a model and I refused stating I wanted a refund. This is when I filed the complaint. Clearly, it's a money issue with Solaire. It's very disappointing that there will probably be no resolution here. I can see that now. The only thing I can do is make sure none of my friends or family members ever go there.
Final Business Response /* (4000, 9, 2016/05/03) */
Please allow this response to supplement the one previously submitted. Ms. [redacted] is looking for something for free, something which she is not entitled to. She has threatened to come into Solaire every day and make a scene, she has said she was going to go to social media and bombard them with negative reviews, this is a client who came back 9 months after her las appointemnt and demanded free hair extensions and a free service. We do not in any way feel that she is owed anything, and as a token of good will we offered to get the hair at wholesale and a discount to install them. She has in the past complained and we have given her a free service, she has a history of this behaviour. Solaire is standing by their position.