ComplaintsforBosley, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They were supposed to do ***** grafts but they tried to do it all in one day so my head was so swollen and sore from the grafts and the needle to numb my head I believe they had no other choice but to stop they garentee to replace any grafts that *** fall out and the lady providing the pain medicine with a needle in my head was very nasty and talking behind my back but in front of me saying his mother paid for the procedure and I could tell she was ready to go home I don't believe she was even putting any pain medicine in the needle after a couple hours of the procedure I called to complain and they hung up on me I would like a refund or another procedure like they advertise

  Business response

  07/03/2024

  We have written to our patient by Certified, Return Receipt mail as follows:

  We have not seen you for over 12 years, we would encourage you to make an appointment to meet your Bosley surgeon for an updated examination and a discussion of the options available to you. 
  
  Your March 21, 2012 procedure was not cut short due to time.  During your procedure ***** grafts were transplanted, of which 559 grafts were free of charge. 
  
  The Bosley Guarantee is available to every patient: We will replace any grafts which did not grow free of charge. 
  
  It is always our goal to work together with our patients to achieve the best possible outcome and we look forward to working with you.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They said some people only need one treatment and some people need two treatments. They said that I was a one treatment project. And when I complained they sent me back to the clinic for reassessment. They said that i would have to spend another ******* dollars to get the results.

  Business response

  06/05/2024

  We have responded to our patient via certified, return receipt mail, as follows:

  At Bosley we strive to reach the hair replacement goals of our patients.  We were very disappointed to receive your complaint to the Better Business Bureau.
  
  Before your hair transplantation procedure on April 20, 2021, your Bosley surgeon explained to you that you might want a second procedure.  On your copy of your consultation record, your surgeon wrote: 2nd procedure may be desired to 1, up density, or 2, graft another area.  Your medical chart notes that your main concern was to reinforce your hairline and just behind the hairline and that your grafts were placed only in that area. Your medical chart notes that eight months later you advised us that you were pleased with your results so far. 
  
  Your medical chart notes that at your consultation with your Bosley doctor on September 19, 2022, you expressed your concern that the sides of your hair were thinner than in the crown.  Your doctor advised you that this could be remedied by transplanting to another area, i.e., the sides.  Your doctor recommended a second procedure of 800 grafts to add density to the sides. Due to your concern that the growth was thinner on the left, we offered to make 100 of the 800 grafts at no charge to you. Your chart further notes that you were considering scheduling this second procedure in December; 2022; however,we did not hear further from you.
  
  More than a year and a half has passed since your last appointment with us.  We urge you to schedule a consultation with your Bosley surgeon to explore your hair replacement options.  Of course, our offer of 100 grafts at no charge is available to you provided you choose to have a second procedure as were recommended by your Bosley surgeon.  We look forward to continuing to work with you toward your hair replacement goals

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had been a customer of ********************** for a number of years. In August 2023, paid for two treatments (one in August and another in February). Decided not to have the February treatment and request a refund. Multiple calls including calls on May 1 and May 14, 2024. They confirm that a refund is due but has to be approved at higher level. Will not provide phone number of higher level. It has been three months, and a refund should be simple. On May 1 they said they hoped to have processed by the next Friday. $

  Business response

  05/26/2024

  Patient satisfaction is very important to us and we sincerely apologize for the delay in refunding our patient for her cancellation.  We confirm that her refund is in process, and we will update her after the holiday tomorrow. Unfortunately, some staff reassignments had impacted the progress of her refund.  We have instituted improved procedures to avoid such an occurrence in the future.  Again, we are very sorry for her inconvenience.

  Customer response

  05/28/2024

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

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The cleanliness of the ************** was not good. I left there with a infection Doctor *** refused to give me any antibiotics for almost 30 days. I still have scabs that are bleeding bumps. My head still sore. He told me stuff and then when I talk to him the next time he denied saying it he does not tell the truth and I am a disabled veteran Native American also believed that I was possibly. Racism involved because I'm x military too.Disable vet still having problems with that.They've caused my hair to look worse than it did before still deal in with Bleeding. bumps I would like a full refund and I was also overcharged. They gave me a medical kit when I left and charged me $500. There wasn't probably $3040 worth of stuff and they took half of it out and charged me 500 school price still for it. It's to pull out your stitches and stuff. They took the tools and stuff out. So I had to go to the VA hospital 5 times in *******, ********** I had. 5 different prescriptions of antibiotics get rid of the infection that I still have.They need to be investigated for claiming a list and overcharge

  Business response

  05/08/2024

  We have responded to our patient by Certified, Return Receipt Letter as follows:

  Patient satisfaction is very important to us, so we were disappointed to receive your complaints
  to the Better Business Bureau.
  

  Our ************************ and all Bosley Surgical Offices, are cleaned and disinfected every day. Gloves, masks, gowns, hand washing and sanitizing is rigorously kept at hospital standards.

  The clinical staff responded fully to each of your phone calls to clarify your post operative
  instructions regarding your folliculitis. This is a common occurrence as new hair grows from your
  transplanted grafts and breaks through your skin. In view of your folliculitis, your Bosley surgeon
  prescribed an oral antibiotic to supplement the cream included in your take home Follican Kit.
  However, you chose to go through the VA and received a different prescription.

  The Follican kit includes day spray, night spray, shampoo/conditioner, and antibiotic ointment.
  You may have misunderstood our protocol. During your post operative instructions, we take out
  these four items to explain them and to demonstrate the use of the ointment and day spray on
  you. Then they were returned to the bag provided to you to take home. We also included a sealed suture removal kit containing sterile scissors, tweezers and Telfa pads. When you called regarding your concerns, our staff specifically asked you if you had all these items and if you were following the post-operative protocol. You confirmed that you had them and were following all the post op instructions to the letter.

  We were very disappointed that you suggested we may have shown discrimination in your
  treatment. Our office is very diverse. We pride ourselves on providing the best possible
  experience and outcome for every patient.
  

  The Bosley Guarantee is to replace any non-growing grafts at no charge. We strongly encourage
  you to schedule an appointment in December to meet your surgeon. He will welcome the
  opportunity to assess the growth of your grafts and to partner with you to achieve your best
  possible outcome.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Bosley, *** in ********* ******* for help to see what my options were for my hair loss/thinning concerns. I was scheduled with Hairclub in the ******** office and had a consultation with ********************* on 11/3/2023. I elected to go the route of a permanent wig and paid a down payment of $600.00. It was over a month and a half before I heard from anybody again. On 1/12/2024, I went in for the wig placement. Within 2 weeks of placement, the wig has moved so much that I had to wear covers to cover up the movement as the top of my head had been shaved bald. I went back in for adjustment and in a matter of 1-2 days, the wig had moved significantly again. I went in the last time on 2/9/2024 and had this adjusted again only to move again within 1-2 days. They showed me a technique to adjust it on my own, but this is near impossible to do on my own. I reached out on 2/27/2024 and let them know that this program was not for me and that I wanted to discontinue the program and payments. I was reached out by the sales **** ****** with other options on 2/28/2024, which I did not feel were in my best interest as I don't want to permanently tattoo my scalp and informed her of this on 3/2/2024 and have not heard back from her. Due to their "satisfaction guarantee", I asked again to discontinue the services and never heard from the sales rep again. I reached out to the office manager on 3/7/2024, with no resolution. I called corporate on 3/12 and on 3/15 to speak to a supervisor and have yet to receive a call back. I want a refund for services in form of monetary reimbursement as well as the monthly payment plan stopped.

  Business response

  03/29/2024

  Thank you for bringing your concerns to our attention.  As soon as we were made aware of your situation we reached out to our sister company HairClub for their assistance.  Their response is below.  We hope this facilitates a resolution to your concerns.
  
  To whom it may concern,
  
  I hope this message finds you well. I am writing on behalf of HairClub regarding a recent complaint filed by ***********************. We have been actively engaged in addressing her concerns and are committed to finding a resolution that satisfies both parties.
  
  We acknowledge the dispute amount of $2000 as requested by *******, and we are prepared to proceed with this resolution. Our aim is to demonstrate our willingness to work together in good faith and reach a mutually agreeable solution.
  
  In light of our approval of the dispute amount, we kindly request that ******* consider withdrawing her complaint with the BBB. We believe that resolving this matter directly between us is in the best interest of all parties involved and will allow us to focus on resolving the underlying issues to her satisfaction.
  
  Thank you for your understanding and cooperation.
  
  

  Customer response

  03/29/2024

   
  Complaint: 21455437
  
  I am rejecting this response because:
  
  Although Id like to agree with this resolution option, I want to make sure that the remainder of my loan that financed the program had been cancelled. 
  

  I spoke with **** at Choice on 3/28 as suggested by **** as he told me he couldnt help me with that piece. **** indicated that they would need to reach out to HairClub to see what amount was actually used as part of the loan and they would need to confirm what wasnt used. After that is done, they would need someone at HairClub to sign documents. 
  

  Before I accept this offer, I want to make sure that has been done and resolved first. After that has been confirmed, I am open to the discussed reimbursement.

  
  Sincerely,
  
  ***********************

  Business response

  04/12/2024

  We forwarded the complainants response to our sister company, HairClub Director of Sales, ********************* @********************* who has responded: 

  Following your response, HairClub did receive communication from Choice that you opened a formal dispute on your account.  

  I wanted to inform you that I just approved an adjustment for $2,407 (more than you originally agreed to) for all unused services. 

  You would need to contact Choice directly to determine what that would do to your remaining balance; as unfortunately, I cannot see that information. I do ask that you please give them ***** hours to update your account and they should be able to speak with you then. 

  Customer response

  04/12/2024

   
  Complaint: 21455437
  
  I am rejecting this response because:
  
  I never formally agreed to a monetary offer. I said it would be considered after the financing issue has been resolved with Choice Payments.

  On 3/28/2024, I spoke with ***** at Choice Payments and I was told by ***** that a dispute would be filed. The informed me that they would need an itemized statement showing the services I received to date and the amount of those services. They also indicated that I would only have to pay for what was used. This is to come from HairClub. HairClub needs to provide Choice Payments and itemized list of services and cost of services. Once completed, we can then discuss further financial agreement. Once this has been done and confirmed with both HairClub and Choice Payment, I will consider removing my BBB complaints. 

  Sincerely,
  
  ***********************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2023, I surprised my husband with am appointment with Bosley. He had been talking about wanting his hair restored for years so I planned it out. We met with ****** and she gave us information. We had several questions and concerns and she never followed up with us. I ended up following up with her several times in order to get my questions answered. Then we were offered a promotion through care credit and we applied. Got approved and then told that we could use the card for the deposit. So not only did we have to track Bosley down to take our business then we were given wrong information about booking am appointment. I have called in to Bosley 5 times to talk to an upper lever manager and they keep having ****** the sale rep call me. ****** asked her manager to call me and she was not helpful. She cut me off and defended everything ****** and did not offer a shred of empathy. The service with Bosley had been absolutely horrible. ******'s manager had refused to escalate my request to upper management and continues to have ****** call me over and over everytime I reach out. I am hoping that BBB can help me bypass ****** and her manager and report my experience to upper management. We want to be heard and for someone to understand what has happened to us. We haven't asked for anything no discounts or anything. We have only wanted transparency. We want to make sure that Bosley knows that our business was not courted, wanted or appreciated. We have been treated poorly and then denied a conversation with upper management.

  Business response

  03/06/2024

  We have written to the complainant as follows:

  We were disappointed to receive your complaint to the Better Business Bureau.
  At Bosley, we do not charge our patients for consultations.  When a patient misses an appointment, Bosley absorbs the cost of time that was allocated by our highly specialized ********************** and support staff for that visit.  When a surgical procedure is scheduled, the allocation of time for the ******* ********************** and support staff is much higher.  Bosley always requires a room reservation fee to schedule a surgical appointment.   This fee is not a separate charge and is always applied to the final cost of the procedure with the balance then due on the day of procedure.
  We regret that there appears to have been a misunderstanding when you initially spoke with your local Bosley Senior Counselor. In view of this, our National Director of Senior Counselors reached out to you.  She explained the reasons for our Surgical Appointment Reservation Fee policy and we understood that you would contact us when it was convenient for you to pay this. Since your husband has not yet had a consultation with a Bosley surgeon, we urge you make an appointment for this consultation at your Bosley *************** in ************.
  At Bosley our goal is for every patient to be pleased with their interactions with us and we hope you will schedule a convenient time to meet your Bosley surgeon.
  

  Customer response

  03/12/2024

   
  Complaint: 21363433
  
  I am rejecting this response because:
  

  We have NOT received a call from upper management.  This report containing information from an internal representative and not from me or my husband.  Therefore no solution can be found.  We HAVE NOT been contacted by a member of upper managment!  We have only been contacted by the salea representative and supervisor from the location that we visited in Malvern.  This is not a helpful message and further shows that bosley is not interested in resolving complaints with their customers and has no interest in courting our business.   Again, we have asked on several occasions to speak to a member of upper management not Malvern and we continue to be denied!  This response is another example.   We believe that BBB should notify all future clientele of this so that they may be aware.  
  Sincerely,
  
  *************************

  Business response

  03/14/2024

  Our goal is for every patient to be pleased with their interactions with us.  Although your husband is not yet a Bosley patient, our National Director of Senior Counselors, a member of Bosleys upper management, spoke with you at length.She discussed our Surgical Appointment Deposit Policy and believed that you understood our necessity for our requiring this policy.

  If your husband would like to consult with us regarding his hair restoration options, the next step would be to schedule a free consultation with a Bosley surgeon at our ************ **************** We would like to partner with both of you in this process.
  

  Customer response

  03/19/2024

   
  Complaint: 21363433
  
  I am rejecting this response because again we have NOT been contacted by any member of management.  This message once again shows that Bosley has no intention of honoring our request and BBB should document this on their website.   We have requested multiple times to have a member of upper management call us and we have ONLY spoken to sales representatives from the store level.  If Bosley has no intention of allowing us to speak to a member of upper management please be clear in the next response because we plan to post on social media or response next and warn all of our friends and followers.. Going back in forth is fruitless.  If you don't want our business or if their is a particular reason why Bosley does not want to talk with me or my wife then please state that as well.  We have no intention of going back and forth again without a call from someone in upper management to discuss what happened from our point of view.  If this is not going to happen please be clear and let's move on.  

   

  Again!!!! WE HAVE NOT BEEN CONTACTED BY A MEMBER OF UPPER MANAGMENT!!!!!!! 
  
  Sincerely,
  
  ******* & *************************

  Business response

  03/22/2024

  Our National Director of Senior Counselors, a member of our senior management team, reached out in response to their request.  She reviewed our scheduling policies and discussed the options available to them.  In addition, Bosley has also responded in writing twice to the complaint that she has spoken only to store level personnel.  At this time, we feel that we have met this request.  We regret if any misunderstanding continues, despite our best efforts. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Bosley Hair Restoration at the end of 2020. I made it clear to them on the first visit that I had no results from Minoxidil (which I had been using for about 7 years) and that I could not take Propecia because it would conflict with the testosterone replacement therapy that my doctor prescribed for me, which I had been on for nearly a decade. They recommended a hair transplant surgery which I had done at their facility on 11/21/20. I was at first skeptical, but they said ****** guaranteed their results. They specifically called it The Bosley Guarantee.I eventually got to about 80% of my desired results. In the past 6 months, nearly all of the hair that regrew has fallen out. When I went back to Bosley, their only solutions were for me to try Minoxidil or Propecia If I could take Propecia, I would simply have gotten it from my family doctor and avoided all the pain and expense of the hair transplant surgery. They were well aware that I could not take this drug and that I had gotten no results from years of Minoxidil. I would like a refund because they guaranteed the results and were made aware that my options were limited which is why I was coming to them.

  Business response

  01/29/2024

  Thank you for reaching out to us through the Better Business Bureau on January 17th. During your recent consultation you expressed concerns of increased hair loss. Upon evaluation, your physician noted that the transplanted grafts are still in place and there is continuous loss of your native hair. Your physician has recommended a follow-up with your primary physician to discuss the potential restart of finasteride. This was discussed during your consultations on October 3rd and again on January 8th. Another option that has been discussed is low level laser therapy.  We strongly encourage you to discuss restarting finasteride with your primary care physician. Please share any recommendations from your primary physician with your Bosley physician once you have had the opportunity to meet with him. Upon receiving this information,your Bosley physician will be able to discuss potential options tailored to your specific situation. Our primary goal at Bosley is to ensure that each patient achieves the best possible result, and we are committed to partnering with you throughout your hair replacement journey.  We look forward to hearing back from you.   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $7,000 FUE hair transplant for 700 grafts and 1 PRP treatment I was suggested 700 grafts and when I questioned about the coverage I was told not to worry. Im disappointed in the results because there is gaps in the hairline not according to how it was drawn on initially. Another issue is it awkwardly is higher by a couple centimeters on my hairline. On top of that its noticeably thin right behind the hairline the density doesnt match at all.

  Business response

  12/13/2023

  We have written a letter to our patient as follows:

  We received your Better Business Bureau review on December 2nd and your Bosley surgeon reached out to you.  He asked you to return for a consultation to reassess and review the best options for you.  As you have not scheduled the consultation, we will reach out to you again to assist you in finding a time that is convenient for you.
   It is the goal at Bosley for every patient to achieve the best possible result and we look forward to continue to partner with you in moving toward your hair replacement goals. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bosley Facility: ************************************************************************ -A 100% hair graft guarantee was advertised to me, through Bosleys website, verbally by their surgeons and staff, and a hard copy flyer.-I did not receive the service that was advertised to me, which is very disappointing and disheartening for all that Ive endured during these procedures. Not only is it visibly noticeable, but Bosley Surgeon (*************************) admitted to witnessing a 20/25% graft loss during my follow-up visit but would not offer comp grafts to replace them. Unfortunately, the Bosley surgeons became rude with me upon expressing my concerns with them. In which, I was very calm and maintained my composure. At one point, I became so uncomfortable being in a room by myself with *********************** that I asked **** (Bosley Advisor) to join us to witness the conversation/mediate. I did this knowing how my last follow-up meeting was with surgeon, **************, who was so rude and upset that she began to put her head down and aggressively underline words in the notes that she left on paper for ***********-Ive contacted Bosley many times throughout the course of my journey, because I noticed the hair grafts in the middle and partially on the right side of my head were not growing in. ********** and staff were adamant about me waiting a full year before the full results would reveal itself and all my hair grafts would appear. I was very patient with them and even submitted pictures, per their request via email several times. However, those same grafts that I warranted my concern, never appeared. Overall, I am extremely dissatisfied with my results and the lever of customer service received.Date of transactions and amounts paid:8/30/21 ******* CC (PRP)9/15/21 - 8/15/22 ******* Pay Easy Total ******* PRP 8/27/22 ******* Room reservation 9/9/22 ******* Care Credit Finance Paid-off 9/9/22 ****** Care Credit Finance Paid-off Total ********* Hair Transplant Total Cost *********

  Business response

  11/16/2023

  We have written to our patient as follows: 

  We were saddened to learn from the Better Business Bureau that you believe that your transplanted grafts did not grow.  When you returned for your one-year check-up, both the Bosley surgeons who examined you found your grafts had grown very well.
  

  Before your surgery, your Bosley surgeon had advised you that you might want additional surgery to achieve the density you desire.

  A Bosley representative will reach out to you to discuss the options that would be available to you. It is always our goal at Bosley to partner with our patients and we look forward to identifying the best course of action for you. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to address concerns regarding the hair transplant procedure I underwent at the Bosley clinic on August 29, 2022. I opted for the Follicular Unit Extraction (***) procedure, with expectations that my hair issues would be resolved. My appointment was scheduled at your ******** facility. I underwent the *** procedure, accompanied by a specific graft count, and I made a payment of approximately $10,000 USD ($12,000 USD after tax and interest) for the services. Unfortunately, almost a year has passed, and I am disappointed to observe that the desired results have not manifested. Following the surgery, I corresponded with the surgeon, expressing my concerns upon noticing the lack of improvement in my hair condition. Initially, my pre-procedure photo had suggested a positive outcome, as endorsed by the surgeon. Their explanation was that results could take 6 to 12 months to materialize. I exercised patience, abstaining from contact for a significant period. However, after 9 months, there has been little to no change, or potentially a regression from my initial state. Subsequently, I engaged in a video consultation with your team to address these ongoing issues. I conveyed my dissatisfaction, emphasizing the substantial financial investment I had made for results that have fallen short of expectations. During this dialogue, I was asked to provide current photos, after which I encountered an unexpected increase in costs. This approach has left me frustrated and disheartened by the experience as a whole.I'm compelled to express my frustration, given the trust I placed in Bosley's professional services. My intention in reaching out is not only to find a resolution for my own situation but also to highlight the challenges I've encountered. I'm contemplating sharing my experience on platforms such as LinkedIn, BBB, and ********* as well as addressing my concerns with professional associations I'm associated with, such as the *** and bar associations.

  Business response

  09/22/2023

  Upon receiving notice of our patients concerns, we reached out to him. We encouraged him to schedule an in-personal consultation with his Bosley surgeon to evaluate the growth of his grafts and to further discuss his future hair restoration options.  He concurred and is scheduled for his consultation next Friday. 

  
  On August 29, 2022, prior to his initial hair transplant, his Bosley surgeon had advised him that he might desire future procedures to reach his density goals.  His medical chart notes that on August 18, 2023,at his recent video consultation with his surgeon, his transplanted grafts were coming in nicely and that he desired another procedure to increase the density of his grafts.

  Our goal is always to assist our patients and we hope this in-person consultation will resolve his concerns.

  Customer response

  10/09/2023

   
  Complaint: 20524352
  
  I am rejecting this response because:

  I'll need to take time off from both work and school to travel to the next city for an in-person consultation. I'm not entirely sure if this will definitively address my concerns without requiring further financial investment, not to mention the inconvenience.
  
  Sincerely,
  
  ***************

  Business response

  10/17/2023

  We have responded to our patient's rejection of our initial response in a Return Receipt letter to him as follows;

  When you questioned the results of your initial procedure on August 29, 2022, to the Better Business Bureau, we invited you to return for an in-person evaluation and discussion of your future options with your Bosley surgeon. You agreed and scheduled this appointment. 

  We regret that you subsequently cancelled this appointment, stating the inconvenience of taking time off time from work and school. 

  Unfortunately,we cannot address your concerns without an in-person evaluation. 

  At your one-year post-procedure video-consultation on August 18, 2023, our Bosley surgeon found the grafts from your procedure on were coming in nicely. He noted that you would like to have a second procedure to meet your density goals.  Prior to your initial procedure, your Bosley surgeon had advised you that this might be the case. 
  

  At Bosley, we strive to work together with our patients to achieve the best possible outcome for their hair replacement goals.  Bosley is open five days a week and is open on a number of school holidays.  We encourage you to find a convenient time and schedule this in-person evaluation at our *********** surgical office.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩