Complaints

This profile includes complaints for Hair Restoration Institute of Minnesota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hair Restoration Institute of Minnesota

  8009 34th Ave S Ste 1225 Bloomington, MN 55425-1608

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  Hair Restoration Institute of Minnesota

  8009 34th Ave S Minneapolis, MN 55425-1608

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a consultation with HRI for scalp micropigmentation (SMP) on July 21, 2022. The consultation consisted of looking at my scalp and stating the procedure could be done. No questions were asked of me to indicate if I might not be a candidate for this. I was asked to put a deposit down of $900 to hold the appointment which was half the cost of the procedure. At no time was it verbalized or was anything given to me to state the deposit was non-refundable. There is nothing on the website and no signage in the lobby area either (which they have since added) indicating this. I tried for several days to get the person doing the procedure to call me back since I had concerns about the procedure. When she finally called me back several days later I informed her i no longer wanted the procedure done. She said that was fine and she would let them know to refund my deposit but to also email them which I did. I was then told my deposit was non-refundable and they apologized for not verbally telling me this but it was in the contract. A contract that I knew nothing about. Not only was I never told about, never saw it, never signed it, but showed up on my receipt as a contract number only. I don't know what's in this contract but I don't have it. The only thing I signed was the lined signature line authorizing the credit card payment. They are still refusing to refund my money.

  Business Response

  Date: 08/08/2022

  In keeping with industry best practices, HRI requires a deposit on procedures that require special staffing considerations, including Scalp Micro Pigmentation (SMP). In compliance with state law, HRI has always prominently displayed our no-refunds policy in the lobby (please see attached). HRI also links to its no-refunds policy on every page of our website (see: https://myhairlossclinic.com/legal). Given how far out our schedule is booked, and how many more patients are seeking our services than we can accommodate, this policy is important to ensure that patients keep the appointments they book and do not deprive other patients of the opportunity for treatment. 

  SMP is a safe and effective cosmetic means of hair restoration. It involves tattooing the scalp so as to conceal and areas of diminished density. That being said, if a patient is not medically cleared for any procedure, including SMP, HRI will issue issue the patient a full refund, including their deposit. To date, this patient has not submitted any of the requested medical documentation to effectuate such a refund.

  While the patient's advanced payment is non-refundable, we have explained to her that it may be exchanged for value towards any other product or service HRI offers, including hair loss prevention products, high quality shampoos and conditioners, hair thickening laser devices, hair loss prevention haircut treatments, medical hair transplants, and more. 

  Customer Answer

  Date: 08/09/2022

   I am rejecting this response because:
  
  I am attaching a video of the signage in the lobby of HRI. Not sure where that sign is located but it isn't at the desk area, the waiting room or the wall where the products are sold. Those should be the areas to prominently display to make sure it is seen when making a purchase. As you can see by the email Alec admits he did not tell me about the non-refundable policy either. He also states that I signed an agreement which did not happen. One was not presented to me and I was not verbally informed of such agreement. If you go to the consumer website www.myhairlossclinic.com there is no mention of a non-refundable deposit on any page. When going to their website why would you put "legal" in the search?

  
  

  I did inform Alec about my Auto Immune Disorder before making the consultation appointment when he was trying to sell me PRP treatments. I also informed him that when one of the PRP companies were doing their case study here in Minnesota I was rejected by them because of my auto immune disorder. This should have been taken into account when I discussed the SMP with him. HRI should know this information since they are the professionals in this area. There is no way for my medical doctor to say I'm menopausal. If you need a letter from her stating that I am I can see if she will do that but I'm sure she will want me to come in and have labs drawn. Had I been informed of the pros and cons of this procedure such as sweating would cause the ink to lift prematurely or not settle, I would have been able to make a more informed decision. This would cause me to have to make more retouch appointments at a cost to me. If other SMP professionals know this and inform their clients (I spoke with another company when I was having a hard time getting a return phone call). When I spoke with the receptionist the second day I also requested a list of ingredients of the ink. Instead of sending that they want a list of my allergies. I don't know if they record phone records but if they do I ask they release all the days of phone calls I made to them.

  
  

  As you can see from the emails I was never informed that the value could be exchanged for other products or services. I have not spoken with Alec since the consultation except by email so I don't know when that information was supposed to have been given to me. I am also attaching a copy of the receipt/invoice where there is a contract number. I never received or signed a contract and it was never verbalized that I had a contract. 

  
  

  Sincerely,

  Sonja ********
  
  

  Business Response

  Date: 08/10/2022

  HRI’s no-refund policy is prominently displayed in the lobby in keeping with state law. In the attached video, we show that it is located immediately next to the entrance on a prominent wall all by itself and visible to all customers who visit HRI. Customer’s video avoiding the sign is disingenuous and her statements about the absence of a framed no-refunds policy are false.
  Out of fairness to our staff and patients, we must enforce our no-refunds policy equally and fairly.
  The only exception to the policy that would allow for the refund of a non-refundable deposit is if the patient is not medically qualified for the procedure. Customer’s self-described medical conditions have not been substantiated, nor would they disqualify a patient from receiving a tattoo or SMP. Patient has not provided any documentation from a licensed physician dermatologist indicating that she is medically disqualified from receiving SMP. In absence of such documentation, her deposit remains non-refundable.
  Lastly, because Customer has challenged the charge through her credit card company, she has rendered further dialogue through BBB moot.Tell us why here...