ComplaintsforRichard Kroll Total Image Salon

• Initial Complaint

  09/16/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March 2021 I visited this salon and met with the owner *************************. She convinced me to sign a 4 year contract at a total cost of $16,200. To date she has collected $2,700 plus hundreds of dollars of additional charges. She entered into a contract to provide me with hair replacement pieces which she knew she may not be able to provide and ultimately could not provide. She provided one piece (they only last 3 - 4 months) and could not produce another to match my hair. Her website says "These comfortable alternative hair systems will be virtually undetectable with minimal restrictions while providing a completely natural look and feel." Apparently since the pandemic started in March 20 she has been unable to secure hairpieces due to severe supply chain issues at her suppliers in China. She knew this at the inception of our contract and did not disclose it to me until after she charged me $1,800 in March of 2021 fully 1 year after her supply issues began. I expect a full refund.

  Business response

  09/27/2021

  To whom it may concern,
  
  In response to the negative review from ************************* I would like to supply all the appropriate information in regards to this situation as well as copies of her signed paperwork. 
  
  ************ is a member of our Hair For Life Program which draws an automatic monthly fee from her ********** ending in #****.  I have attached her signed paperwork allowing us to remove the funds on the 1st of each month.   I have also attached a signed contract in which ************ has agreed to the terms of the Hair For Life Membership. 
  
  This program is $300 per month.  She began the monthly program in March 2021.
  
  On June 9, 2021, ************ came in and received a new hair system along with color and hilites.  She called on Saturday, June 12 to inform us the unit was not attached tight enough and we brought her over immediately for an evaluation with no additional charges. We reattached the unit tighter and she was fine. 
  
  Wed June 30, 2021, ************ came in to have our technician take another look at the attachment because she still felt it was not a perfect fit therefore we decided that we will bring her in on the next scheduled appointment and give her a completely new hair unit in hopes it will feel more secure, again at no additional charges. We waived the $100 cut-in fee for her.  I have attached all the documentation for review. 
  
  On her last visit on Thursday, July 15, 2021, we gave her a brand new replacement unit at $0, along with a discounted hair coloring to ensure it blended perfectly. I am the owner of the Salon and I rang her out personally to ensure she was happy. She expressed how grateful she was that we swapped out the unit and she went even further to buy products that evening and to set up another appointment dated Friday, August 20, 2021. 
  
  The negative reviews ************ has been posting on both *****, ******** and now BBB are all slightly different in nature where she is expressing different areas she is unhappy with our services.  All of these negative reviews began going public after she has tried to do a chargeback of $2700 on her ********** and she was denied those chargebacks after a deeper review.  
  
  If I would have received a phone call from ************ it would have allowed me to discuss her dissatisfaction with our service provided. Secondly, we do not have any supply chain issues for our Hair For Life Members.  What we are experiencing is delays in shipments longer than what we are accustomed to due to Covid but we are certainly able to receive and take care of our clients. We have over 60 Clients on this type of program receiving hair systems anywhere from every 8 weeks to every 12-16 weeks depending on the program they have agreed to.  
  
   It appears to me she is trying to charge back her monthly program fees as well as her non-refundable $1800.00 sign-on fee for the Hair For Life Program. Possibly buyers remorse we are not sure at this point. There is a signed contract stating that if she chooses to leave the Hair For Life Program at the very bottom she is to give 90 days written notice. We have received zero correspondence from ************. I was unsuccessful in capturing her $300 monthly fee for August 1, 2021, because the card was declined. I would also like to note she is still wearing the hairpiece we gave her and has received a servicing each month since the date of the signed contracts. IN the 6 months she was a member she has received 3 hair systems. 
  
  I ask for your consideration in resolving the situation at hand.  
  
  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. ↩