ComplaintsforEcco Beauty Hair Salon, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/10/24 I went to Ecco Beauty Salon in ******, ** for a service called Japanese Straightening. It is a chemical process that permanently straightens the hair. I have been getting this done for 16 years at a different salon and am very familiar with the process. The first woman to start the process applied to chemicals to WET hair, which I know is not the process. I stopped her and questioned it but she didnt speak English and basically ignore me and continued to apply the chemical. When the owner finally showed up, she was shocked to see my hair and then proceeded to take over the process. Once it was completely clear that my hair was extremely damaged by the chemical applied incorrectly, she tried to fix it but the damage was already done. I made my position and how upset I was very obvious and clearly stated how I felt. The owner laughed and made a joke about it and admitted that the first girl never should have applied the chemical on wet hair and that it ruined my hair. She also clearly said I am not going to charge you. After she tried to fix it, which didnt work, she continued to laugh about it. I did NOT pay for the service. The next day, 1/11/24, I posted a negative review online detailing my experience as a customer. The owner proceeded to text me and threatened me about the review and lied about the events that happened and posted deceitful pictures of my hair which I didnt give permission for. She posted a before & after which was false since the before picture was my hair AFTER it was damaged / burned and the after was the attempt to fix it. She also changed her story and said that the process was done correctly. She then threatened to *** me. I have all of the texts. I also have the receipt from my personal hairdresser that I had to visit the next day on 1/11/24 when I had to cut all of the burned hair off, about 5 inches. This business of poorly run and does not take responsibility for their mistakes and then harasses the customer.

  Business response

  01/17/2024

  To whom may make it concern:

  1) ************** came to do Japanese hair straightening perm at 1/10.2024 with us, her hair already damage from cover gray hair color when she came in.

  2) *************** keeps mention that we did Japanese Straightening perm when her hair still wet.  Yes, For the hair very damage we apply chemical in wet hair because wet hair can dilution the chemical, other meaning is don't want  much chemical in the damage part of the hair.

  3)  We have been in this building at same location since 06/01/2003 , we done Japanese hair straightening perm services over 20 years, all our employees have been working over 7 years up with professional license a women worker with limited English speak.

  4) I don't want to say some client who took advantage of first visit,  poor English speak, or women own small salon; but two things I don't understand, first one why she so quiet to wait for all her hair services done which over 4 hours; second things, she told me she have good a hairdresser, then why she came to us to do her hair services.

  5) Different stylists may do little bit different thing with their works depending the experience.  We did the right processing of ******************* hair services. we did over 20 years same services, we are specialist of Japanese Hair Straightening Perm.

  Customer response

  01/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  The business is trying to claim I took advantage. This is 100% false. I immediately questioned the reason for applying chemicals to wet hair and was ignored. The owner admitted it was wrong and then changed her story. 
  

  The services rendered were poorly done and completely damaged and burned my hair.  The following day I had to go to my hairdresser to have 6 inches cut off my hair to get rid of what was burned. There are still burned/damaged areas in the front that couldnt be cut and will have to grow out.  After further inspection, there are numerous negative reviews about the salon, and more specifically poor results from Japanese straightening.

  The business needs to take responsibility for their mistakes and stop blaming the customer.  In addition, I was anything but quiet about the condition of my hair and the owner made a feeble attempt to fix it.  Subsequently, the owner accused me of racism which is so far from the truth with zero evidence and is quite insulting. Customers should not be retaliated against for giving an honest and transparent review of their experience. 
  

  Lastly, the business owner posted photos of MY hair on the website that I did not give permission for, which were dishonest and deceitful. If you check the time stamps of the actual photos you will see that the before was actually AFTER my hair was severely damaged by the business employee and the afterwas the owners unsuccessful attempt to fix it. My hair was not damaged when I entered that salon on the morning of January 10. And to clarify, I had to sit there from 11am to after 5pm because of the mess they made of my hair. I was definitely not quiet about it.

  I would like to be left alone by this salon and never contacted again in the future. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  01/22/2024

  I did respond this compliant at Jan 17, 2024.

  We did the right services step to ******************* hair, her hair damaged because from hair did color too often, we did not charge her also because we won't do her services again;  she vexatious, yelling, insulting, and took advantage for my employee who did not speak English.

  Once more things, we felt *************** has racist ** because small Asian women owner with limited English, we did not what is our right and we did not how to fight to her.

  Customer response

  01/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I will not tolerate baseless accusations of racism to deflect from poor services rendered. That is insulting and harmful and 100% false. This business callously and irresponsibly caused severe damage to my hair. The only person taken advantage of in this situation was me, the customer. 
  

  There are many negative reviews of this specific business available online at both Yelp and ******* which speaks to the owners poor attitude and the quality of service her salon provides, and the retaliatory nature of her comments on those reviews. Reviews are part of doing business. If you do a poor job, you will have a bad review. Very simple. 
  

  As I said in my last response, I WOULD LIKE NO FURTHER CONTACT FROM THIS BUSINESS. I am satisfied to then  close this case.

  
  FAQ
  
  Regards,

  *****

   

   

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