ComplaintsforMidtown Hair Company

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had scheduled an appointment to get hair extensions at Midtown approximately 2 months ago. However, after receiving the COVID vaccine I am having a flare up of an autoimmune issue and am not able to go out of the house. I received no appointment reminder by email or phone from Midtown so I was not aware of the appointment because of having the flare up of my autoimmune issue. I completely understand how no shows cause problems for businesses and I would have called them if I had received a reminder. On November 30th 2021 I got an alert from my bank that Midtown charged me $302.94. I contacted Midtown and was told that because I was a no-show they charge full amount of the appointment, they told me if I had called and cancelled there would not have been an issue; I informed them I got no reminder and they said they sent a text and emails but they must have sent to wrong phone number and I received no email. They told me they cant refund the charge because "its our policy."

  Apparently I had an appt scheduled last week, In which, I had missed without my knowledge, due to a very severe autoimmune flare up that has completely debilitated me in every Avenue and my mind has been on recovering from this tragedy that has left me bed bound. I had no reminder call from the salon, or any reminder sent to my phone to remind me of this appointment. No one attempted to outreach to me whatsoever before or after this appt after pulling my official documented phone history.I called the salon yesterday after they posted a $302.94 charge on my card for services that were never rendered and that I have never authorized nor received any notification that they were going to do this. It must have been used from my transaction history in which I never provided consent for them to save my card in their system. I never missed an appt there before, this was my first time. And if I would have received a reminder call, I would have absolutely told them right away as it is not morally ethical for me as a person to no show an appt, especially in tough times with the pandemic. I had called the salon and was told by the receptionist that oh the owner is busy and shes with clients she cant talk to you right now pretty much no one can talk to the owner. The receptionist then said she went and told the owner that I wasnt feeling well and thats why I missed my appointment. The receptionist told me that they cant just return my money but they can credit me the 302.94 towards my next visit. I said that is not a viable option for my situation as I dont know how long this flare up is going to last. After I hung up the phone I got my first welcome text from the salon, which shows me that they never even had my correct phone number in my file, so the receptionist must have hurried to update it quickly in the system after our call as she asked for my phone number on the call. I had this phone number for the last 3 years. I have since been ignored from the salon.

  Business response

  12/13/2021

  I recieved a letter from BBB with a complaint ID ********. ************************* No-Show no called for the reservation she made with Midtown Hair Company. The last attachement you see is the cancellation policy she signed and failed to comply with. 

   

  We have had multiple emails and attempts and made 2 attempts to resolve the matter
  

  1. Offered a Full salon credit, which she denied 

  2. refund 1/2 of the charges back she also denined 

  
  

  At this time option 2 is still on the table.

  
  Below is the signed cancellation form, and the number and email they have provided us with. There is also a screenshot of the numerous attempts we tried emailing and texting them to remind them of their appt. Also the receptionist at my company called the number provided multiple times to confirm the reservation. 

  
  

  I wanted to show you the ******* log of outgoing calls when my company Midtown attempted to resolve this matter with **** ****** and at her request to discuss the matter with her Boyfriend *****. Per her complaint there were multiple lies that will prove below that it wasn't her first visit and that we tried calling her numerous times. I also gathered the emails we sent them as well trying to resolve the matter.

  Please let me know if there is anything else I can provide you with other than the signed cancellation form signed by **** ****** with the her personal information she provided us with and the other email, text and calls we made to remind her of the appointment she scheduled which is a courtesy we pay for. Midtown also sends a automated email whenever a client makes a reservation so they have a paper copy of the time they reserved at booking.

  
  

  This has become a very common practice in the service and hotel/hospitality business to charge for a reservation with no notice of cancellation. Unfortunetly with being shut down for 3 months with covid we are trying to keep up with the demand we have for clients that want in and if clients do not show for the reservations it is lost income to the buisness  Must hotels or other companies do not provide the courtesy reminders as we do to prevent such matter from occurring, this also come at a cost to provide these courtseys that remind clients of their appts.

  
  

  Customer response

  12/13/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as  Complaint: 16197232
  
  I am rejecting this response because when original appointment months ago was made they were provided the correct phone number but the number they were texting is not the correct phone number, they must have typed it in wrong. I understand they tried to send out an email before the appointment but it was never delivered to my boyfriends email address. This was the first time I missed an appointment with them, I have been there before but never missed, so for them to charge on very first missed appointment is what I'm complaining about. Also, to charge for the full amount is extreme. I understand they tried to send reminders but they typed in the wrong phone number, and the email was never received in my boyfriends email. Regards,
  
  *************************
  

*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. ↩