ComplaintsforHair Club For Men, LLC

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The purchase was made August 31st, 2023, I was told that by hairclub that I would need to buy an xttralux laser cap and go on their ext hair therapy program if I wanted to see results. There was to be monthly appointments for refills with products and check up, along with a stylist basically doing what someone at a sportsclips would do for you. It has been three months and I have seen no progress, on the contrary, my hair seems to be getting worse, I'm more concerned than ever. The hair regrowth chemical they've got me using, minoxidil, seems to react poorly to my skin and causes me rases bumps and blemishes, Ive stopped using it altogether. I've called to try to rectify this was but was told that their is no alternative with the 12 year plan I purchased. Not only that but multiple times I have called during business hours to reschedule appointments (they ask you to schedule a month in an advance, I am very busy ans thins can come up randomly on certain days), and have been met with no answer or have been told that the system is down and Id have to try again later. during October I had something come up the same day my appointment was scheduled for, so a week prior to I tried to call hairclub and reschedule. I was met wit no answer for several business days straight. Finally when I got through to them I was told their "system was down" and they would not be able to change the schedule for multiple weeks. So I missed the October appointment and wasnt even able to refill on the products they gave me to use at home, which they only give you one months supply at a time. Another incident one of my animals damaged one of the products I'm instructed to use at home, I called to ask if I could get a refill, or even just purchase another months worth from hairclub. I was told no, that they do not do refills before the monthly appointment. There are plenty of other things, but im almost out of letters, there are more examples of hairclub being unprofessional, etc. Thank you

  

  Business response

  12/22/2023

  Thank you for forwarding this complaint to our attention.  We have had an opportunity to investigate and discuss these allegations with our center staff. 
  
  The two stylists who had serviced ******************** stated that they have discussed product use and standard timelines with no concerns expressed. Our team called him on December 13, 2023 to confirm his appointment, and he did not bring up any concerns.  Our staff recently attempted to contact ******************** on several occasions since that time to discuss how we can work to resolve his concerns; however, they were unsuccessful each time in connecting with him.  We would like to offer him the next available appointment and discuss his product needs.  We ask that he please contact our Center Manager, *********************** at ************ so we may reach an amicable resolution.
  
  HairClub is committed to our clients satisfaction and look forward to discussing these options with ********************* Thank you.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  UH, OH. BETTER NOT GET HAIR CLUB FOR MEN! This is coming from a 23 year client of Hair Club for Men. One who can verify the very same complaints others have stated and possesses the experience and knowledge to add my own complaints. I have dealt with hundreds of businesses and companies. A few have been not so desirable for product or for service. Those dishonorable or dishonest to resolve the issue. There were some very bad apples, but none, I repeat, NONE, rotten to the core like Hair Club for Men. It is a low-down dirty shame that for 23 years I continued my faith in Hair Club for Men - this well-known company in the field of hair restoration and replacement - only to be eliminated like this. I have never missed or was late for a payment. In 23 years, I missed one appointment due to a snow storm and was late two times. Much of the thousands of dollars I paid and many hours of time spent for travel and appointments were satisfactory or I would not have been a client for this length of time. There were occasions of unsatisfactory events I overlooked for my continued membership with ********** It has culminated into being subjected to more occasions of incompetence, inferior products, negligent behavior, and all-around unfair treatment to this end. Now an extreme lack of professionalism resulting in ********* breach for non-performance ultimately defined as a Breach of Contract which is written and agreed to by both parties.For those contemplating the services of Hair Club for Men. You will be impressed and extremely grateful for what ********* has done to enhance your appearance to the level for which you feel comfortable socially. This is explained using a simile of addiction to drugs. Once your mind begins with effects of the drugs, you are hooked. Once you have established your appearance socially and with family and friends you are locked in to maintain your appearance. This is when ********* has you hooked. When you are subjected to negligent treatment, you will confront the manager and progress to everyone else you can find within the organization. Astonishingly, nothing will be done. When you continue to complain you will be phased out rather than your issues corrected.Once you have established your appearance you must continue to maintain that appearance. This is ********* agenda. For my last six years the errors became obviously visible, unacceptable and continuous. There was a failure to correct the reoccurring dilemmas. Each year the replacement hair systems and service deteriorated while the prices continued to increase. The ever-changing succession of managers at my ********* facility formally in *********, **** and now **************************************************************** wont help you. Present manager *********************************** hung up on me two times when I asked to speak with my stylist. Therefore, you must seek intervention at corporate level. During these last 6 years I have telephoned and exchanged emails with many of those who represent the various job descriptions within the ********* headquarters in *******. In the beginning I would get involvement to help correct the problem. Always with a I am implementing procedures to take care of the problem. It was a lie they never did. It is unbelievable that one will lie to a 23 year client to merely postpone an occurrence for the same problem rather than make any effort to solve it. The problems continued and corrective measures ignored. Now ************ for help with those in the corporate level ceased. They would not respond to my telephone calls nor my company addressed emails.The last example of their conduct was employee ******* whom I had spoken with before for the very same problem. She stated, I will have someone call you. And I will call you back. More lies. I remained available near my telephone for 2 days to no avail. I phoned Antasia again. She permitted my call to go to voice mail. I left a message to please return my call. Nothing. I proceeded with emails. No replies. Five phone calls and 4 emails later, I determined I was not going to hear from anyone.These were not ***** problems, rather I have endured snide comments, embarrassment and have been unable to attend functions due to incorrect procedures. Their only corrective measures, I must drive 140 miles round trip for a temporary fix. *********s refusal to address the problems from my numerous telephone calls and emails with no response from anyone as well as the failure to telephone the day before my October appointment to confirm my appointment as they have done for appointments for ****************************************************************************** force until January 24, ****. I have now been dismissed, removed, kicked-out. I am therefore, *********** the return of my membership fee - $1200.Hair Club for Men is just that as in their name - a club. When I became a member, I paid a membership fee up-front of $1200. Here, I am seeking the assistance of the Better Business Bureau for reimbursement of my $1200 for failure to perform and unlawful termination. Further documentation proof is available at your request.In addition, I wish to inform those contemplating Hair Club for Men over others in the same profession. Hair Club for Men and affiliate, ******, are now owned by Aderans Corporation of *****. Ask yourself. Do you really want to contract for expensive hair replacement with a ******** company ***** miles from *********? ********* is not your best choice go elsewhere as have I. Thank you for your assistance to this matter.

  

  Business response

  12/11/2023

  Thank you for bringing *************************** complaint to our attention. Please allow us to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear ************************* is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience, which includes working with each member individually to ensure they are happy with their services. We apologize for the inconvenience, thank you for your patience and we will get back with your shortly.

   

  Customer response

  12/19/2023

   
  Complaint: 20962688
  
  I am rejecting this response because: As stated by ********** an investigation was to be made by them. Their investigation determined that ********* would refund my $1,200.  ******** ********* forwarded a Refund and Release Agreement in which the part "Agreement" was ignored. Except for the $1,200 refund it only specified that which applied to me. I returned the document for changes and addendum to correct the contents of the "Agreement" to equally reflect that those same requirements obligated to me likewise apply to *********. In addition, it was specified that I was to sign the "Agreement," but ********* was not. This was brought to their attention, too. Together with my refund and an equally administered Agreement, I am prepared to sign to settle this matter.  My response was submitted December 15 - no reply has been received as of this date. Therefore, my complaint remains active. If further evidence is required, I will attach the Refund and Relaese Agreement as it was received.

  Further response to *********'s reply:  Inaccurate and laughable was included, (quote) "...which includes working with each member individually to ensure they are happy with their services." Had this been true, we would not be dealing with my complaint now nor would *********'s true actions appear in my complaint. 

   

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

  

  Business response

  12/28/2023

  We have received **************** rebuttal.  HairClub has attempted to issue the agreed upon refund pursuant to the terms of our standard Refund and Release Agreement as full accord and satisfaction of all claims and demands that client has or may have against HairClub.  However, to date,we have yet to receive a signed copy of the agreement from ***************  We ask that he provide a signed copy of the agreement to our center manager so that we may process the refund.  We are committed to our clients satisfaction and hope to amicably resolve this matter in good faith.

  

  Business response

  01/02/2024

  We have received **************** rebuttal.  HairClub has attempted to issue the agreed upon refund pursuant to the terms of our standard Refund and Release Agreement as full accord and satisfaction of all claims and demands that client has or may have against HairClub.  However, to date, we have yet to receive a signed copy of the agreement from ***************  We ask that he provide a signed copy of the agreement to our center manager so that we may process the refund.  We are committed to our clients satisfaction and hope to amicably resolve this matter in good faith.

  

  Business response

  01/03/2024

  Hair Club's position remains that we will process the refund in accordance with the terms and conditions of our agreements, which require a signed Refund and ******* standard document. We will not process a refund without the appropriate paperwork. We trust ************** understands. Thank you.

  

  Business response

  01/04/2024

  Hair Club's position remains that we will process the refund in accordance with the terms and conditions of our agreements, which require a signed Refund and ******* standard document. We will not process a refund without the appropriate paperwork. We trust ************** understands. Thank you.

  Customer response

  01/08/2024

   
  Complaint: 20962688
  
  I am rejecting this response because: Am I to believe that center manager ********************************* has failed yet again to perform her job properly?I received her email Refund and Release Agreement to which I responded, to wit: Here are my changes/addendum of our ("our" signifies both Member and Company)Release and Refund Agreement. For your convenience I have made corrections in red type. Once you have signed and returned the corrected copy, I will sign for the release of $1200 refund. Did she not forward it? 

  You continue to reply to me and waste the BBB time referring to your request while ignoring mine.*********s penchant for continued ignoring is what got us into this conflict.  As I am kind in return for the nice gentleman from ******, Mr. ************************ whom I spoke with on the telephone, I will reiterate. ************** conceded my $1200 refund. I,in turn, agreed to sign a Refund and Release Agreement. The term for our conversation is agreement to agree. Due to your breach and forced termination,I am *********** my refund of $1200 membership fee.  This is not an agreement, rather an entitlement recognized in law and commerce throughout the U.S. An agreement is made between two or more people to a course of action. The agreement in Refund and Release,therefore, pertains to two parties. Please sign your part and add addendum that everything within the Agreement is obligatory to both parties.  Perhaps you can inform me why I should agree to receive $1200 on an agreement that is not signed by an authorized Company representative as proof to issue a check to refund after I sign all that the Company wishes? Also, why is it not agreeable for ********* to be obligated by the terms of the Agreement equally as am I?

  Stop misleading the good people at the BBB with attempts to manipulate blame by not providing them with the complete facts. I will be obligated to expose the truth.

  You may decide to agree to refuse my entitled $1200. In return I will agree to not be obligated to the contents of your proposed Agreement.

  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello I would like to report a business hairclub/****** that is using a bait and switch and misleading the consumer.I was told that the hair system I wanted which I asked if it was skin and real hair ****** the ****** rep said yes and said I would be on a trail for 1 year and if I was not satisfied at anytime I would be fully refunded and gave me a price and had me sign electronic. Now after the first system which was 3 months in I was given a different hair system mesh and then was told there are different tiers and I did not pay for that system(which I was not told about) also the hair came in and was the wrong color and they had to dye it in the office . The other issues is the hair would not stay glued I had to glue after every shower and it came off when I was swimming which I was promised it would not. Also the hair dye keep coming out. They changed the glue and it held for 2 days and I woke up with the hair system completely off my head. I called and told them I wanted a refund and was not happy and they had ********************* me and he said I only had 3 days to get a refund which is not what he told me and I did not get my first hair system until 5 weeks later so 3 days is not legally justified.i would like this resolved please and a full refund for the issues and being mislead and Bait and switched.

  

  Business response

  11/10/2023

  Thank you for forwarding Mr. ****** complaint to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer response

  11/10/2023

  Can I cancel a report?

  

  Business response

  11/14/2023

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff,we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. The Director of Sales ********************* issued Mr. ******************* a refund in the amount of $4,247,17 as full accord and satisfaction of all claims and demands that client has or may have against HairClub.
  
  In case that Mr. ******************* have any further questions, we invite him to remain in contact with ********************* to discuss. We are committed to our clients satisfaction.
  

  Customer response

  11/15/2023

   
  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. Awaiting check that was sent.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into the office for a consultation. They told me they recommend EXT treatment it would help my hair grow stronger and stop shedding. They also recommend x-strands. A total of over 7 thousand dollars. I left there with a head massager . A red light cap and over the counter minoxidil. I went in for my first visit which was a hair treatment and I sat under red light. This was it ? This is what I paid 7k for? I came in for my strands and after I could not see a difference in my hair . The stylist explain my hair was too week for strands . Well didnt you know this before you made your recommendation? The strands were too few and they also snag and fall off. I again asked about the minoxidil it said two percent same as the store. They told me it was prescription . This is not true. Its very hard to get appointments. They s**** up the time and days , they run late. Their computers are down for weeks at a time . I want my money back. I can buy my own red light cap and store bought minoxidil. I read the vitamins and there is nothing in there that is any different from the vitamins I was already taking . I have only been in for one of each service. I want a refund . Prorated is fine but this place is ridiculous . I am not traveling 40 minutes for someone to wash my hair and to sit u def red lights . Red light therapy is everywhere now . It it is not 7 thousand dollars . Please help me.

  

  Business response

  11/06/2023

  Thank you for forwarding ****************************** complaint to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer response

  11/06/2023

  After reviewing my account information I see that hair club charged ******.  So that is the refund I want. I did have one useless appointment for the ext treatment . She washed my hair and put me u fee less light. I asked if this is what the other appointments are like and was told yes. I went in for my strands and could not see a difference in my hair . I am not asking for a refund for service provided but future services. So what is there to investigate ?  All of the products they provided are available on Amazon for hundreds of dollars on 10 thousand !!! Shame on hair club. I was told the vitamins and the minoxidil was prescription strength that was a lie . Its 2 percent and they didnt have the female minoxidil they gave me the mens ! Imagine if you will spending over 10 thousand dollars and being able told sorry we are out of that so take this !  Also my first appointment they told me that I accidentally came at the wrong time ! When I showed them my reminder card they said oh our error sorry. Can u come back another day ? No I can not I love an 45 minutes away . They said they would for me in. I waited 2 hours in the waiting room. The stylist was so slow I was there what seemed like a lifetime .  She used a brush and put on a leave in conditioner . Put me under red light and then washed my hair . That was it ! My hair did smell good . But then walking out I notice they sell this conditioner for 30 dollars so why are they charging 10k? This is the biggest scam out there . Please do your homework or dont do your homework and just dont do it !  By the way I did contact the company HQ and did not hear back . I really appreciate thought they had some products and service that I couldnt get on Amazon. To say I am shocked is an under statement. I found the head massager , shampoo , hair mask and the red light cap on Amazon.  Maybe they do well on other services I dont know but the x strands work only if you have thick hair . Ironically . Ext is a ****** dollar mark *******

  Customer response

  11/07/2023

  I reject their response. They give no time frame of investigation. I am not asking for money back on services I have had, I want money back on services I have not received. What is there to investigate. This is stealing . Holding on to my ****** dollars is criminal. 

  Customer response

  11/08/2023

   
  Complaint: 20829067
  
  I am rejecting this response because:

  I reject their response. They give no time frame of investigation. I am not asking for money back on services I have had, I want money back on services I have not received. What is there to investigate. This is stealing . Holding on to my ****** dollars is criminal.
  
  
  Sincerely,
  
  *********************************

  

  Business response

  11/14/2023

  Please give us the opportunity to discuss her concerns with the Regional Vice President and the Regional Director of Operations. We are disheartened to hear Ms. ***** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services.

  Best regards.

  Customer response

  11/14/2023

  The ******* office reached out to offer me a partial refund. Very partial . I dont understand why I cant get a refund on services not used and I said no thank you. She also said that I would have to sign a form that I agreed to that amount and will not be *********** any thing more. I declined . I told her of the many mishaps for the two appointments I did have. She said things happened and they had technical issues for 8 days!!!!! She was making excuses not showing empathy. When you pay this much money you have expectations. They came no where close . They didnt even provide the bare minimum of customer experience .  Prior to filing a claim I called HQ and I never got a return call as I was told I would within 48 hours.

  Customer response

  11/15/2023

  I no longer wants the services. It was way too difficult to get appointments if you work. Appointments took way too long, I have better things to do than see in the lobby watching tv. I was also unhappy with the services. I want a refund for the unused services and of course I am willing to pay for the product I have already received  which is one month supply.  This additional information is so we are clear. 

  Customer response

  11/15/2023

   
  Complaint: 20829067
  
  I am rejecting this response because:

  I no longer wants the services. It was way too difficult to get appointments if you work. Appointments took way too long, I have better things to do than see in the lobby watching tv. I was also unhappy with the services. I want a refund for the unused services and of course I am willing to pay for the product I have already received  which is one month supply.  This additional information is so we are clear.
  
  
  Sincerely,
  
  *********************************

  

  Business response

  11/17/2023

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff and ************************************* we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. The Regional Director of Operations ****** El-**** approved ************************************* a refund in the amount of $6,981,06 to the original method of payment, as full accord and satisfaction of all claims and demands that client has or may have against HairClub.
  
  In case that Ms.***** have any further questions, we invite her to remain in contact with ****** El-**** to discuss. We are committed to our clients satisfaction.
  
  Thank you.

  Customer response

  11/18/2023

   
  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.
  I spoke to the director, he was professional and fair. However, I have not received the funds to my account yet. I believe this will happen shortly.
  Sincerely,
  
  *********************************

• Initial Complaint

  11/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In October 2023, I went to ********* in ********* and had a consult with ******. Two days later, I call her and advised her that I was not certain I could use their services (SMP) as I wasnt sure my dermatologist would approve it as I had just completed 3 rounds of PRP treatment. ****** advised me to contact her after I see my dermatologist and if my dermatologist recommended against SMP, she would refund the *******. That was on Oct 13, 2023. I saw my dermatologist and called ****** within 10 minutes of doing so and requested she return the funds to ************* She said she would once she returns from her trip to ******. As as of today, November 4th according to ************ she has failed to return their money as promised and as a result I am being billed for services I never received. To make matters worse, this week on 10/30/23 and 11/3/2033 I called and texted her and she has not returned my text or call where I left extensive messages asking her why she hasnt returned the money and what are her intentions. Dealing with hair loss is bad enough, no one needs to deal with this extra challenges in dealing with failure for a company to keep their word. Because ****** has not kept her word, I am filing this complaint and I have initiated a dispute with the loan company who paid her on my behalf so that they can get their money back. I hope this issue can be resolved sooner than later.

  

  Business response

  11/06/2023

  Thank you for forwarding ********************' complaint to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer response

  11/11/2023

   
  Complaint: 20824607
  
  I am rejecting this response because the only option you gave me was to accept and close when the business is asking for my time or reject it. I am ok with them taking more time, but I am not ok with closing the case without resolution. 
  
  Sincerely,
  
  *****************************

  

  Business response

  11/17/2023

  Please note that we are still investigating the allegations and request additional time to issue a possible refund. We apologize for the inconvenience and thank you for your patience.

  Thank you.

  Customer response

  11/20/2023

   
  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

  11/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  To Whomever this Concerns,I am writing to file a complaint against HairClub located in *******, *********. I was recently contacted by a ***************** to pay $5,000 plus that HairClub states I owe. However, I was unaware that HairClub and the finance company (Choice Funding) submitted an inaccurate bill to a ***************** because I was and am still awaiting a phone call from the location manager, ***************************, and *************************** (Public Affairs Director) regarding a bill deduction/reduction based on the heroic problems I faced while contracting HairClub for their professional hair regrowth services on Aoril 7, 2023. My intention in signing a contract with HairClub was to salvage my hair as much as possible due to a major hair loss from alopecia. When I scheduled my initial consultant appointment the HairClub representative told me my hair would be inspected by one of their specialists face to face. When I attended my consultant appointment, I found that the specialist was not available and my appointment would be virtual. During my virtual appointment, I was seen by ******, a sales representative for HairClub, who was based in *******. ********, the assistant manager at the *******, ********* location was physically present with me during that same initial appointment. Both women assessed my hair and referred me to the Xtrands + program where they could match hair strands that coincided with my hair texture and blend it with my hair. Additionally, the sales representative advised me to buy a Laser cap to stimulate regrowth, which I agreed to add at an additional cost. Therefore, in good faith, I signed a contract for services with HairClub to regrow my hair.However, when it came time for me to return to HairClub for the hair strands to be put in my hair in June 2023, the hairstylist showed me a wig ordered specifically for me that did not match my hair texture. Before the appointment, I had specified that I would be traveling for vacation with my daughter in June and I provided pictures of a short haircut that I wanted the stylist to complete during my appointment with her. The manager and the sales representative agreed that they would be able to replicate that same picture as agreed upon. Nevertheless, when I saw the wigs different texture I immediately informed the hair stylist that there was an error. The hairstylist reassured me by indicating that the wig had to be cut down, set, and styled. Well, it looked like a birds nest. The wig did not match my black ***** texture and the stylist cut the back and side of my hair for the wig to fit and glued the sides down with adhesive that took out all my edges. She stated also that the back of my hair would grow back under the wig.I was devastated and immediately advised the manager (***************************) at the location. She agreed with me after seeing the hair and advised it was not the hair she selected. Supposedly, she went back to the original HairClub sales representative to let them know what had happened and it was unacceptable. However, in all honesty, she too (the manager) was part of the initial virtual consultant meeting, which was scheduled for a face-to-face meeting that never occurred. Also, ********, the manager, agreed with the sales representative and provided the hair type that in no way matched my very own hair at my initial appointment. The manager also advised me that there was no way my hair would grow underneath that adhesive-glued wig.After, many apologies from the manager, she convinced me to come back and take part in another program to grow my hair and they would adjust my contract with Choice Funding since I did not go through the original program (Xstrands +)and there was a price difference. So, ******** (manager) got with the Sales Rep ******** and ******* manager to change the program from the Xstrands + to the *** Extreme Hair Therapy Regrowth program.Quickly, I discovered that HairClub was not in good faith holding to their end of the contract. Especially, regarding the price adjustments for the *** program change; and, I discovered later, the Lasier Cap overcharge. I was still trying to work with HairClub but never received an apology, or a call from anyone at the Headquarters nor was I allowed to speak with anyone. My only conversation was with the office manager (***************************) at the ************************** was playing the liaison between HairClub's upper management and myself. She told me one thing and then did something else entirely that strayed from our discussion with one another.I pleaded with HairClub to straighten my bill out with Choice Funding and I called and tried to handle things with Choice Funding myself. I even gave ************************* at Choice Funding the name of a Public Relations ****************************************** whom I finally got in touch with and she too, was astonished about the entire situation. **************** and I talked via phone several times, and my daughter witnessed the conversations with both ************** and ****************. She (****************) agreed that someone at Corporate (top) should have contacted me with an explanation and a fix, immediately. She promised to get to the bottom of the situation and get back to me but asked me to allow her time to investigate. She wanted me to allow HairClub a chance to correct things but I explained to her that the relationship at that point had been destroyed. She then, said it may take a while but she promised to get back to me with an adjusted amount since I only had one treatment of the second program tried with HairClub. Unfortunately, I have not heard from her anymore nor has she answered or returned my calls. I even called and left messages for ************** at Choice Funding but no response. As stated earlier, I got a call from a *****************. I explained to all parties involved that I only wanted to be treated fairly with a price of what I owed for the one treatment (*** REGROWTH THERAPY TREATMENT) I received on my hair, the Laser Cap (the accurate price), and maybe home products I received but I never heard from anyone at HairClub nor Choice Funding about a price adjustment, even though I was told by manager (********) I would get one, per her conversations with her ********************* team and the **************** team. I am filing this complaint for assistance because I do not want this negative impact on my credit report especially since it is due to HairClubs negligence, no fault of mine. Sincerely, Ms. *************************

  

  Business response

  11/06/2023

  Thank you for forwarding **************' complaint to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer response

  11/07/2023

  Hello, BBB,

  The assistant manager, *************************** reached out to me today, 11/07/23, and we discussed the following information listed in my below text to ********

  Hello again, ********,
  Per our conversation, I would like to request some type of itemized breakdown for the one Hair Regrowth Treatment I received. As well, I need the itemized breakdown for the Hair Regrowth Products. 
  
  Of course, the Laser Cap was reflected on the website so, I am good with the accurate reduced cost of it. 
  
  Please understand, due to all the issues, concerns, and mistrust, I just want to see in writing what I am actually being charged for before I agree to the amount stated during our earlier conversation. 

  - Laser Cap: $1499.00 plus tax = $1603.93

  - Only Products Received (scalp massager was never received): $200.00

  - One EXT HAIR REGROWTH TREATMENT: $165.00 without any tax. 

  If any further questions or concerns, please do not hesitate to contact me. 
  
  Respectfully, 
  Mrs. *************************

  Customer response

  11/07/2023

   
  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 if the request, per my conversation and text with the assistant manager (***************************) at the ******* location which transpired today, Tuesday, 11/07/23 is warranted. Text reflected below: 

   

  Hello again, ********,
  Per our conversation, I would like to request some type of itemized breakdown for the one Hair Regrowth Treatment I received. As well, I need the itemized breakdown for the Hair Regrowth Products. 
  
  Of course, the Laser Cap was reflected on the website so, I am good with the accurate reduced cost of it. 
  
  Please understand, due to all the issues, concerns, and mistrust, I just want to see in writing what I am actually being charged for before I agree to the amount stated during our earlier conversation. 
  
  If any further questions or concerns, please do not hesitate to contact me. 
  
  Respectfully, 
  Mrs. *************************

   

  Sincerely,

  ***************

   

  Customer response

  11/09/2023

  Hello again, ********, 
  I am a bit confused with what you have sent me versus what we discussed over the phone, on Tuesday, 11/07/23. 
  
  
  Please Note: 
  
  
  You indicated I would get the Laser Cap for $1499.00 plus tax = $1603.93, as I saw it on the website. 
  
  
  The product I received was $200.00. 
  
  
  The one EXT Hair Regrowth Treatment I received was $165.00 and you were not going to charge me taxes. 
  
  
  The total cost of everything you communicated to me on Tuesday, 11/07/23 was $1968.93. 
  
  
  Now, Unfortunately, what I have received today, Thursday, 11/09/23 in an email from you does not reflect what we discussed. Therefore, I would appreciate a call to discuss (especially, the Laser Cap price) so I can understand exactly, what I owe and exactly what ********* will communicate to Choice Funding that I owe. 
  
  
  The reason is, that I want to pay this invoice in its entirety, ASAP, without any finance charges, and get this all behind me. However, I can not sign the document until we have an accurate amount of what I *** and are in agreement. 
  
  
  Also, ********, I paid $850.00 down payment. Therefore, that $850.00 down payment needs to be deducted from what you calculated I owe. 
  
  
  Again, please respond in email so we will have a paper trail (documentation) for both of our records. 
  
  
  Thanks and I look forward to hearing from you. 
  
  
  Respectfully, 
  Mrs. *************************
  
  
  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Although there were initial photos taken and the salesperson gave their interpretation, there should have been a hair analysis done after four months, and there should, according to the hair technician I am assigned to, some visual change at six months. I have been to the hair club for men seven times now in nine months, as I skipped one and canceled the other.At the end of four months, there was no visual change and no change in shedding, a quarter size of hair each time showering. I was told I needed to double up on the supplements they give out, which in fact, turned my stomach sour, so I went back to what the bottle says.On my last and seventh visit, I was told the Maxxam Medium Hold Gel did the same thing as the *** ETREME Scalp and Follicle Enzyme Cleaner and was provided that instead of the Cleanser - I didn't say anything, as I realized again, I was being lied to.I haven't had an Analysis of my scalp or hair, and I have been through seven visits/treatments. The visits include a haircut; when I've asked to keep it long, the technician gets upset, huffs, and then trims a little off. My hair looks so bad that I've had to get a haircut twice outside of the hair club, as the technician cannot really be bothered and goes through the motions.In contacting customer service, there is none, no answer; leave a voicemail. In chatting online, that person could not provide me with a corporate address or officer or counsel for the company, saying that he could send my information to an area manager. Not helpful.The money paid has resulted in no change in my hair, no change in the shedding, or the amount of shedding. In not receiving an analysis, which now should be two of them, and in receiving false information, I feel I have been discriminated against.

  

  Business response

  11/01/2023

  Thank you for forwarding ************************ complaint to our attention. Please give us the opportunity to investigate and discuss his concerns with the center manager, and the area director. We are disheartened to hear ************************ is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services.
  
  Thank you.

  Customer response

  11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for response.
  
  I have also left a return message for the are manager who called from ************
  Sincerely,
  
  *****************************

  Customer response

  11/03/2023

   
  Complaint: 20800784
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for response.
  
  I have also left a return message for the are manager who called from ************
  Sincerely,
  
  
  
  Sincerely,
  
  *****************************

  

  Business response

  11/08/2023

  Please note that we are currently investigating the allegations and request additional time to submit our proper response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Thank you.

  

  Business response

  11/10/2023

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. The Director of Sales ***** Best will be issuing ******************** a partial refund, as full accord and satisfaction of all claims and demands that client has or may have against HairClub.
  
  In case that ******************** have any further questions, we invite him to remain in contact with the center manger ********************* to discuss. We are committed to our clients satisfaction.
  
  Thank you.

  Customer response

  11/10/2023

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

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My experience has been horrible to say the least. Experiencing 3-4 different managers to Stylist nothing has been consistent. Also recently not having a ******/stylist to cut hair in over 4 months. Been going for 6 years and has always been a disappointment time after time. The very first time I went they got my hair wrong giving me a ******************* and tried to argue with me saying its mine when I have a totally different texture. I recently went for September for my wedding, the biggest day of my life to get the wrong thing again. After being told it would be ready when I got on the plan 3 months prior, and was promised the correct hair would be there. I embarrassed myself on my wedding day and lost my confidence. Especially being a professional basketball player because of this experience has made me decide to stop playing. I can never trust this place again! I spoke with the assistant manager who told me they had a different type of hair on file when I never gave them that type, my hair never changed other then the stress of losing my hair with dealing with Al the inconsistencies. I came back after my wedding and Honeymoon since I had no time they ended up getting something from the back that's close to my hair. I requested my refund and also canceled the plan! The plan canceled but have not received my refund . I was told its pending approval when I called, but have not heard from them in over week!Received a text from the assistant manager 10 days after I messaged and called her personal number which was given to me as well as the company phone. Was told the system is down and still has been a week since Ive heard back. Doesnt add up for a so called established company to have their system down for that long.

  

  Business response

  11/01/2023

  Thank you for forwarding ****************** complaint to our attention. Please give us the opportunity to investigate and discuss his concerns with the center manager, and the area director. We are disheartened to hear ****************** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services.
  
  Thank you.

  

  Business response

  11/07/2023

  Thank you for forwarding this complaint to our attention.Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  

  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. That is exactly what our staff continues to do for *************. The Regional Vice-President ********************************* reached out to our client via telephone on 11/1/2023 and discussed his concerns with him directly.
  
  In case that ************** have any further questions, we invite him to remain in contact with ********************************* to discuss. We are committed to our clients satisfaction and look forward to continuing to work with ***************
  
  Thank you.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been with hair club for 3yrs..1sr 2yrs good..Mar of this year curl wasn't right..got by for 4months..Jun 28th2023 curl not right.and all going forward.had to wear for over 3months..Oct 16th new unit put on curl still to loose.had new tech do it and same results..now i,m stuck for another 3 months.talked to **** each time and had no solutions.finally talked to new stylist and gave me some things they could try. I have been patient but my patience is wearing out..not getting a good product for about a year.

  

  Business response

  11/01/2023

  Thank you for forwarding ************************ complaint to our attention. Please give us the opportunity to investigate and discuss his concerns with the center manager,and the area director. We are disheartened to hear ************************ is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services.

  
  Thank you.

  

  Business response

  11/07/2023

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. That is exactly what our staff continues to do for *******************. The Regional Director ****** El-**** reached out to our client via telephone and discussed his concerns with him directly.
  
  In case that ******************** have any further questions, we invite him to remain in contact with ****** El-**** to discuss. We are committed to our clients satisfaction and look forward to continuing to work with *********************
  
  Thank you.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a very pleased member of Hairclub of ******,**** for over twenty years until the last several months. Problem occurred with scheduling of appointments and hostile behavior by office manager who yelled I dont care how long you have been a member or how long it takes you to get here, I will not be disrespected. in response to my complaint of driving all this way and not receiveing my new hair. She then tried to bully me into accepting a stock hair piece referred to as priority hair instead of custom ********* hair that I had paid for. I refused the offer. However, I. had to accept this inferior product because my old unit was way past due. I was forced to take a unit that was too large and the wrong color. I was then sold a coloring shampoo that I was to use to lessen the obvious difference. I did not pay thousands of dollars to settle for hair that was too large and not the correct color. At age 79 and twenty plus years membership I will ignore ****** grossly unprofessional and ignorant behavior but I will not accept a product that does not equal what I have come to expect from Hairclub.

  

  Business response

  11/01/2023

  Thank you for forwarding ******************** Complaint to our attention. We are disheartened to hear ******************** is dissatisfied with HairClub. Our Regional Vice-president was able to reach ******************** via telephone and discuss these issues with him directly.

  Thank you.

  

  Business response

  11/07/2023

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. That is exactly what our staff continues to do for ****************.
  In case that *************** have any further questions, we invite him to remain in contact with Regional ********************************************** to discuss. We are committed to our clientssatisfaction and look forward to continuing to work with *****************
  
  Thank you.

  Customer response

  11/07/2023

   
  Complaint: 20779951
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

*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. ↩