Complaints

This profile includes complaints for Hair Club For Men, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hair Club For Men, LLC

  1499 W Palmetto Park Rd STE111 Boca Raton, FL 33486-3328

  
• 

  Hair Club For Men

  4101 Indian School Rd NE STE 410 Alture Office Complex Albuquerque, NM 87110-3992

  
• 

  Hair Club For Men

  431 S Batavia St Ste 201 Orange, CA 92868-3937

  
• 

  Hair Club For Men LLC

  15895 SW 72nd Ave Ste 220 Tigard, OR 97224-7984

  
• 

  Hair Club for Men, LLC

  110 West Rd STE 340 Towson, MD 21204-2332

  

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:06/05/2025

  Type:Order 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.

  To Whom It May Concern, On March 1, 2024, I purchased six (6) units of hair restoration product from Hair Club for Men (HCM) for a total of $3,300. To date, *** has only delivered four (4) of the six units. Despite my payment in full, the remaining two (2) units have not been provided. Additionally, on January 23, 2025, I was charged an unauthorized amount of $308.00 by HCM. No products or services were rendered in connection with this charge, and I am not under any active contract with the company.I was originally a customer of ********************** Hairline, which HCM acquired. At no point have I signed a contract with ***. I spoke with ******* ********, the Center Manager, who informed me that I would not receive the remaining products I paid for unless I signed a new contract. This is unacceptable. Withholding paid-for goods unless I agree to new contractual terms constitutes unlawful detention of property and may rise to the level of contractual duress or coercion. In summary:I paid $3,300 for 6 units, only received 4 I was charged $308 without authorization and without receiving any services I am under no contract *** is refusing to release paid-for products unless I enter into a new contract

  

  Business Response

  Date: 06/05/2025

  Thank you for bringing this complaint to our attention. After a thorough investigation and discussion, we are pleased to report that we have reached an amicable resolution.
  Our goal is always to provide clients with an exceptional experience, which means working with each individual to ensure they are satisfied with their services and journey toward feeling better about their appearance. Our staff remains dedicated to this mission in our continued service to Mr. ***** *******
  Should Mr. ****** have any further questions, we encourage him to stay in contact with Regional Director of Operations ****** El-**** jel-***************** for additional support. We are committed to our clients satisfaction and look forward to continuing our work with Mr. *******

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am appealing to you to help me recover $1,500 from the ********* for a hair growth device that I had to purchase even though I never used, opened, or requested it. Like lots of people, I joined the club out of desperation because I was told that I was losing my hair and had scheduled an appointment for my first treatment. However, on February 15, about three weeks after I joined, I learned that as a Federal new hire employee, I was about to lose my job due to downsizing. That same day, I contacted the ********* and requested that my membership be cancelled. On February 22, *****, an expert from the ********* who diagnosed my hair issue and signed me up called and said the appointment was cancelled, and I was released from the membership contract. Then she added, But you still need to pay for the device. What device, I thought. Then I remembered this had to be what was in the bag she gave me when I joined the club. Sadly, when I opened the bag, she had given me, I saw the device and the no return message printed on the label. However, because of how my membership was obtained, please waive the charges and let me return it for a refund. When I returned from training on February 15, I called the ********* to get a PDF document of everything I signed. Later, that same day, my supervisor met with us new hires to inform us of the orders she received from the ***** administration to lay us off by sections. After the meeting, I informed the ********* about this and was successful in ending the membership. While I am extremely grateful to ***** and the ********* for releasing me from my contract, I am asking that they allow me to return the hair device.

  

  Business Response

  Date: 05/27/2025

  Thank you for forwarding ***** ******* complaint to our attention. After investigating the allegations, we have provided the signed contract for the laser device which states that it is non-refundable along with the refund and release agreement she signed also. We will once again have to decline Ms. ******** request of refunding her laser device. Ms. ******* purchased this device on 1/25/25 along with EXT 12. Our records indicate that on 2/17/25 Ms. ******* contacted ** wanting to cancel her EXT membership and requested to be refunded in full due to being laid off.  ********* worked with Ms. ******* and we empathized with her employment situation. We agreed to refund her EXT but explained to her that the laser device could not be refunded, she agreed. By 2/22/25 Ms. ******* had already signed and returned her Refund and Release Agreement to us agreeing to the refund amount of $4474.65, the full amount of her EXT membership (not the laser). On 2/25/25, $4474.65 was refunded to her original form of payment. Ms. *************************** that the laser device was non-refundable, and she verified her knowledge of this by signing the attached laser device agreement. I have also attached the signed refund and release agreement that clearly states the amount of the refund will not be revised after signing and that our relationship has been terminated. 
  

  Customer Answer

  Date: 06/12/2025

   
  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

  Date:05/16/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  We went there once for a free consult. They told us they could put a small piece of hair on the back of my boyfriends head to fill in a bald spot. They gave us a laser baseball hat to try to stimulate hair growth. They are trying to charge me $6000 and we have received no hair and no other services from them. When we went there for a second appointment they had a full wig and told my boyfriend they would have to shave his head to apply it. We said NO! Then they suggested making a different piece with a skin on it but because it was on the back of his head they doubted it would stay on with my boyfriends activity level. I have paid them $2200 for these services. We have no hair and I have a credit loan from lending tree for $3800 which they refuse to cancel. Can anyone help me with this dishonest company.

  

  Business Response

  Date: 05/21/2025

  AMICABLE RESOLUTION REFUND
  
  Thank you for bringing this complaint to our attention. After thoroughly investigating the allegations and discussing the matter with our centers staff, we are pleased to report that we have reached an amicable resolution.
  
  At HairClub, we are committed to providing our clients with the best possible experience by working individually with each person to ensure their satisfaction with our services. To resolve this matter, our franchise Director of Operations issued Mr. ***** a partial refund of $3,800.00 to his original method of payment. This refund serves as full accord and satisfaction of any and all claims that Mr. ***** has or may have against ********************************* have any further questions or concerns, we encourage him to remain in contact with **** *******, who will be happy to assist. Our commitment to our clients satisfaction remains our top priority.
  
  Thank you again for facilitating this matter.
  
  
  
  Best Regards,
  
  **** *******
  VP of Operations and Client Retention
  Certified TrichoView Analyst
  **************
  *************************************
  

  Customer Answer

  Date: 05/21/2025

   
  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

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Went to hair club for men due to hair loss. They touted their satisfaction guarantee many times during my initial visit. Six months in and not seeing results. They showed me photos of before and after. There was a hair count they said showed promise. But they intentionally didnt count hair in my original photo to artificially inflate their numbers. I have photo proof of that. I raised concerns in person at an appointment. They said they couldnt talk about it to me. It would have to go through one of their managers. They made sure I took more product as I left. I went to return that product in less than 30 days, which is what their website says I can do. They refused all returns. I have this on video. Now. I am trying to get out of the year contract. It took almost one month for hair club to contact me about cancelling.They are not giving me a fair refund. I feel like Ive been scammed. I dont know where to go or what to do.

  

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond to the complaint submitted by Mr. ******* ****** regarding his EXT 12 hair treatment program with **********
  We have reviewed Mr. ******** account history and his recent interactions, and we would like to present the following clarifications:
  1. Contractual Agreement and Refund ********************** signed a binding 12-month ******************* Agreement on September 25, 2024. As detailed in Section 5 of the agreement, clients are entitled to cancel for a full refund only within three (3) business days from the date of signature. Mr. ****** did not exercise this right within the permitted time. Despite being outside the refund window, ********* extended a partial refund offer of $1,326.29 in good faith. This refund was calculated with consideration for services and products unused, and included waiving the final product kit usage to further benefit Mr. ******* To receive this refund, Mr. ****** must sign the standard Refund and Release Agreement provided to him.
  2. Illegal Recording of Staff It has come to our attention that Mr. ****** recorded conversations with ********* staff without their consent while visiting our ***********, **************** Under Arkansas Code Annotated 5-60-120, it is illegal to record oral communications without the consent of at least one party to the communication; however, business owners also have the right to set reasonable expectations of privacy within their establishments. Furthermore, recording employees without their knowledge may violate *********s internal policies and basic standards of professional conduct. Our ******************* Agreement (Section 6j) clearly states that inappropriate conduct towards employees including harassment, threats, or otherwise improper behavior can be grounds for termination of services without refund.
  3. Conclusion ********* has complied fully with the terms of Mr. ******** contract and provided significant accommodations beyond our contractual obligations. The partial refund offer remains available contingent on Mr. ******* signing of the Refund and Release Agreement. Absent that, ********* considers this matter resolved and closed.
  Sincerely, ***** **** Regional Director of Sales, *****************************************************************************************************************************************************

  

  Business Response

  Date: 05/02/2025

  Thank you for bringing this complaint to our attention. After thoroughly investigating the allegations and discussing the matter, we are pleased to report that we have reached an amicable resolution.
  At HairClub, we are committed to providing our clients with the best possible experience by working individually with each person to ensure their satisfaction with our services. To resolve this matter, our Regional Director of Sales, ***** ****, is issuing Mr. ****** a partial refund of $1,326.29 to his original method of payment. This refund serves as full accord and satisfaction of any and all claims that Mr. ****** has or may have against ****************************** have any further questions or concerns, we encourage him to remain in contact with ***** ****,who will be happy to assist. Our commitment to our clients satisfaction remains our top priority.
  Thank you again for facilitating this matter.

  Please find attached the refund and release agreement that Mr. ****** has signed. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23243661
  
  I am rejecting this response because:

  As indicated in *********** previous post. I did sign the release. So my ability to discuss this BBB report is now severely limited. 
  

  However, after I signed the release that should have secured the refund, ********* asked additional steps from me outside of the scope of the release. In my opinion, their request was inappropriate. 
  
  I cannot paste their request because there is a lengthy disclaimer in their email that says specifically not to reproduce the content of the email. 
  
  I will however paste my reply in its entirety, unedited. From my reply, perhaps BBB can deduce what was asked of me by *********. The term the paperwork is in reference to the release paperwork sent to me by *********.
  
  "I'm confused. There was no contingency that I have to report and use the "I am satisfied" link on the BBB website in the paperwork. I am not satisfied with ********* or this process. I only have no other options. 
  
  To clarify. Are you holding my refund indefinitely after I signed the paperwork and asking me to make extra steps?"

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

  

  Business Response

  Date: 05/06/2025

  Re: ******* ****** BBB Complaint Case #********
  To Whom It May Concern,
  This letter serves as a follow-up response to the complaint filed by Mr. ******* ******. We are writing to confirm that Mr. ****** has received the agreed-upon refund of $1,326.29, which was offered as a gesture of goodwill outside of our standard refund policy. This refund was contingent on his execution of a standard Refund and Release Agreement, which he ultimately signed.
  In Mr. ******* complaint response, he chose to reference only a portion of our communication. For full transparency, the 2nd email sent to Mr. ****** read as follows:
  **Hello,
  We will inform the BBB that we will be issuing the refund and entered into the settlement agreement. We would appreciate if you would confirm with the BBB for their files.
  Thank you,**
  This message was sent in good faith after both parties agreed to resolve the matter. The client was asked to notify the BBB simply as a courtesy so their records could reflect the resolution.
  At this time, ********* considers this matter resolved and closed. We appreciate the BBBs assistance in facilitating this process and respectfully request that the case be marked resolved.
  Sincerely, ***** **** Regional Director of Sales, **********************************************************************************************************************************************************

  

  Business Response

  Date: 05/07/2025

  Thank you for bringing this complaint to our attention. After thoroughly investigating the allegations and discussing the matter, we are pleased to report that we have reached an amicable resolution.
  At HairClub, we are committed to providing our clients with the best possible experience by working individually with each person to ensure their satisfaction with our services. To resolve this matter, our Regional Director of Sales, ***** ****, is issuing Mr. ****** a partial refund of $1,326.29 to his original method of payment. This refund serves as full accord and satisfaction of any and all claims that Mr. ****** has or may have against ****************************** have any further questions or concerns, we encourage him to remain in contact with ***** ****, who will be happy to assist. Our commitment to our clients satisfaction remains our top priority.
  Thank you again for facilitating this matter.

  Please find attached the refund and release agreement that Mr. ****** has signed.
  

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23243661
  
  I am rejecting this response because:

  ********* still hasnt shared with BBB what they demanded of me outside the scope of Refund and Release agreement. 
  

  They ultimately released the money after I stood up for myself and cited the signed agreement. But even without the details, that is an example of the type of business practices ********* uses. I would share more, but I am afraid they will sue me.
  

  I will verify that the refund has been issued, but I will not satisfied with my treatment by *********  

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

• Initial Complaint

  Date:04/19/2025

  Type:Order 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 entered into a 12-month contract with this business for hair treatment services, of which I only utilized 23 sessions. Due to unforeseen circumstances, I was out of the country for an extended period. At no point was I adequately informed that the remaining sessions would expire or that failure to use the services within a set timeframe would result in full ********** my surprise, my account was later sent to a debt collection agency for the amount of $6,346, despite the majority of the contracted services never being rendered. I received no prior warning or reasonable opportunity to resolve the matter before collection action was initiated.This practice may constitute a violation of Unfair and Deceptive Acts and Practices (UDAP) laws, which protect consumers from being charged for services not provided or for misleading contract terms. I believe this to be an exploitative and unethical approach to business.

  

  Business Response

  Date: 04/30/2025

  Thank you for forwarding complaint to our attention. Please be aware that we are currently investigating the allegations and require additional time to complete this process. We will provide a detailed response once our investigation is concluded. We apologize for any inconvenience this may cause and appreciate your patience in the meantime.
  

  

  Business Response

  Date: 05/02/2025

  BBB Complaint:
  To Whom It May Concern,
  We appreciate the opportunity to respond to the recent complaint submitted by Mr. ***** ******* regarding his *** 12 hair treatment contract with HairClub.
  Upon reviewing Mr. ******** account and contract records, we would like to clarify several important points in response to his concerns:
  1. Contractual Terms and Expiration: Mr. ******* signed and agreed to the terms of the *** 12 *************** Agreement on October 5, 2023. As explicitly stated in Section 2 of the agreement, the contract was valid for a term of twelve (12) months from the Effective Date or until all contracted services and benefits had been utilized, whichever came first. The agreement also clearly specifies in Section 5 that no refunds will be issued after the three-business-day cancellation period, and Section 6 reiterates the client's responsibility to adhere to the schedule and treatment plan.
  2. Communication Attempts: Our records indicate multiple documented attempts to contact Mr. ******* by phone between December 2023 and April 2024, including voicemails and missed calls. However, all voicemail boxes were either full or unreachable, and no return communication was received from the client. This is clearly noted in our internal records on 12/7/2023, 1/5/2024, 2/1/2024, 2/29/2024, 4/4/2024 and 9/27/2024, all marked VM full or no answer.
  3. Third-Party Collection: Due to continued non-payment and lack of client response, the outstanding balance was referred to a third-party collection agency. The amount originally included the full remaining balance of the *** 12 program services plus a separate charge of $2,118.94 for a Xtrallux Super Plus Laser device that Mr. ******* purchased and retained.
  4. Good Faith *********** As a gesture of goodwill and in the interest of resolving this matter, HairClub will remove the program fee balance of $4,179.67 reduce from 1 payment received of $267.03 on 11/27/2023 from Mr. ******** account in collections. This significantly reduces the outstanding balance to $2,118.94, which covers the cost of the laser device only. We must emphasize that this device was delivered to and retained by Mr. ******* and is now considered personal property per the terms of Section 6(h) of the agreement.
  5. Continued Obligation: We respectfully request that Mr. ******* remit payment of $2,118.94 to resolve this balance. If he fails to remit payment, we reserve the right to pursue legal action, as nonpayment for a retained device of this nature may be considered theft of goods.
  We have acted in accordance with the signed agreement and have made several attempts to resolve the matter amicably. We hope this resolution, which includes a substantial reduction of the outstanding balance, is satisfactory and demonstrates our willingness to work with our clients in good faith.
  Sincerely, ***** **** Regional Director of Sales, ************** Hair Club for Men, LLC **********************************************************

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23224999
  
  I am rejecting this response because i didnt get the opportunity to avoid all of this, now my credit is ruined since it went to debt collection.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/07/2025

  BBB Complaint:
  To Whom It May Concern,
  We appreciate the opportunity to respond to the recent complaint submitted by Mr. ***** ******* regarding his *** 12 hair treatment contract with HairClub.
  Upon reviewing Mr. ******** account and contract records, we would like to clarify several important points in response to his concerns:
  1. Contractual Terms and Expiration: Mr. ******* signed and agreed to the terms of the *** 12 *************** Agreement on October 5, 2023. As explicitly stated in Section 2 of the agreement, the contract was valid for a term of twelve (12) months from the Effective Date or until all contracted services and benefits had been utilized, whichever came first. The agreement also clearly specifies in Section 5 that no refunds will be issued after the three-business-day cancellation period, and Section 6 reiterates the client's responsibility to adhere to the schedule and treatment plan.
  2. Communication Attempts: Our records indicate multiple documented attempts to contact Mr. ******* by phone between December 2023 and April 2024, including voicemails and missed calls. However, all voicemail boxes were either full or unreachable, and no return communication was received from the client. This is clearly noted in our internal records on 12/7/2023, 1/5/2024, 2/1/2024, 2/29/2024, 4/4/2024 and 9/27/2024, all marked VM full or no answer.
  3. Third-Party Collection: Due to continued non-payment and lack of client response, the outstanding balance was referred to a third-party collection agency. The amount originally included the full remaining balance of the *** 12 program services plus a separate charge of $2,118.94 for a Xtrallux Super Plus Laser device that Mr. ******* purchased and retained.
  4. Good Faith *********** As a gesture of goodwill and in the interest of resolving this matter, HairClub will remove the program fee balance of $4,179.67 reduce from 1 payment received of $267.03 on 11/27/2023 from Mr. ******** account in collections. This significantly reduces the outstanding balance to $2,118.94, which covers the cost of the laser device only. We must emphasize that this device was delivered to and retained by Mr. ******* and is now considered personal property per the terms of Section 6(h) of the agreement.
  5. Continued Obligation: We respectfully request that Mr. ******* remit payment of $2,118.94 to resolve this balance. If he fails to remit payment, we reserve the right to pursue legal action, as nonpayment for a retained device of this nature may be considered theft of goods.
  We have acted in accordance with the signed agreement and have made several attempts to resolve the matter amicably. We hope this resolution, which includes a substantial reduction of the outstanding balance, is satisfactory and demonstrates our willingness to work with our clients in good faith.

  
  Sincerely, ***** **** Regional Director of Sales,

  Central Region Hair Club for Men, LLC

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

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

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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.

  Im filing this complaint due to a series of issues I have experienced with ********* regarding my purchase of the Xtrallux Turbo Pro 316 laser device on March 1, 2025. * Product Defect: The primary issue is that the device cap is significantly too large for my head making it ineffective and difficult to use as intended. This was brought to *********'s attention shortly after the purchase. * Misleading Pricing: I purchased the device for $2,099.30 (net price) after being told I was receiving a significant discount. However, I later discovered that the same device is being sold on the Xtrallux website for $1,299, a difference of over $800. This price discrepancy, especially since it was advertised during the same month of my purchase, is misleading. * Lack of Disclosure: At the time of purchase, I was not informed of *********'s "No Refund/No Return" policy. This policy was not mentioned on my receipt, nor was it verbally disclosed by any ********* representative. This lack of transparency is concerning, especially since ********* advertises a "satisfaction guarantee" on their website. * Poor ***************** While a franchise manager was initially supportive, follow-up communication from the product consultant provided no substantive help in resolving these issues. My attempts to resolve this with ********* have been unsatisfactory. Im ready to return the device immediately.

  

  Business Response

  Date: 03/14/2025

   The laser was listed at $2,999 on our website, and we did provide a discount to this client in the amount of $899.70.
  When she contacted the center, she acknowledged that she was not owed a refund but expressed dissatisfaction with how the laser fit her head. We explained that the laser is not designed to cover the entire scalp and invited her to return to the center so we could provide further education and support. This offer was extended multiple times, but she has not yet come in.
  

  I want to confirm that the client was thoroughly educated on how the laser device functions and the fit. ***** also offered to get on a video call with her to address her concerns and provide additional guidance on achieving a better fit. However, she has not taken up this offer.
  Additionally, at no point during our conversations did she mention any concerns regarding pricing. Her primary issue was the fit of the laser, which was explained to her in detail, including reassurance that the design does not require full scalp contact to be effective.

  
  Weve had several conversations with her and have made every reasonable effort to educate and assist. Our offer for her to return to the center remains open.

  For reference, Ive attached the signed laser agreement, which clearly states the product is non-refundable.
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23059299
  
  

  Point 1: 

  Their Claim: "The laser was listed at $2,999 on our website, and we did provide a discount to this client in the amount of $899.70.

  The company's claim of a discount is misleading. In March 2025, their website is advertising a 57% discount, which is $1,700. The discount I received on March 1, 2025, $899.70, reflects a failure to honor their advertised discount, resulting in an $800.30 overcharge, plus tax. 

  
  

  Point 2:

  Their Claim: "When she contacted the center, she acknowledged that she was not owed a refund but expressed dissatisfaction with how the laser fit her head."

  The company's claim that I acknowledged not being owed a refund is inaccurate. I expressed that I had been unaware of the no-refund policy until after I found the electronic receipt in my email and had sufficient time to review it. The entirety of this purchase transaction was misleading due to the absence of that policy on the paper receipt with the final price that I had paid, the lack of verbal disclosure, and the absence of any visible signage in their office on March 1, 2025. Moreover, the devices company website itself offers a 6-month satisfaction guarantee.

  
  

  Point 3: 

  Their Claim: "We explained that the laser is not designed to cover the entire scalp and invited her to return to the center so we could provide further education and support. This offer was extended multiple times, but she has not yet come in.

  The claim that they explained the device's coverage and offered support is inaccurate. My sole communication on March 5, 2025 was with the consultant, ****** ********, who promised a manager callback that never occurred. The claim contradicts the device's general description, which suggests more scalp coverage for effective treatment. I was neither invited back to the center nor offered any other form of support or resolution. No manager ever contacted me. This claim of extended offers is false as I received no such offers. My communication was limited to one phone call with the consultant and a previous call with the franchise manager, ***** *****, on March 3, **************************************************** Their phone numbers are included in my screenshot attachments, and my phone log confirms these calls. My two emails to them also went unanswered as demonstrated by my email PDF attachment.

  
  

  Point 4:

  Their Claim: "I want to confirm that the client was thoroughly educated on how the laser device functions and the fit."

  This statement is false. While there was a brief explanation, it was inadequate as it did not clearly state that the device would only make partial contact with the scalp leaving a substantial gap. Additionally, no demonstration or fitting was provided to me.

  
  

  Point 5: 

  Their Claim: "***** also offered to get on a video call with her to address her concerns and provide additional guidance on achieving a better fit. However, she has not taken up this offer.

  The statement regarding a video call offered by ***** is a fabrication. I have not interacted with anyone by that name. My communication was solely with ****** ******** and ***** *****. I received no offer of a video call, and my concerns have not been addressed. I challenge the company to provide evidence of this alleged offer.

  
  

  Point 6: 

  Their Claim: "Additionally, at no point during our conversations did she mention any concerns regarding pricing."

  My trust in *********** integrity and ***************** of getting the best deal prevented me from immediately verifying their claimed discounted price. It was only after experiencing the device's poor fit and reading online negative customer reviews that I discovered the advertised net discounted price for the device on their website ($1299) was substantially lower than the one they had offered me ($2099.30). Thus, I had been misled regarding the real discount on the price of the device since the discounted price that I had paid was not, in fact, a true discount.

  
  

  Point 7:

  Their Claim: "Her primary issue was the fit of the laser, which was explained to her in detail, including reassurance that the design does not require full scalp contact to be effective."

  The reassurance provided was misleading. While partial contact may be part of the design, the degree of limited contact was not explained or demonstrated, especially given the substantial gap of a whole inch between the device and the back of my head. Moreover, Breona's actions in the office directly contradict the claims of providing subsequent detailed explanation. After a thorough assessment of my scalp and acknowledging my small head size, she intentionally sold me the larger size of the device (higher-priced) instead of their regular size (cheaper), knowing it would likely result in a poor fit and, therefore, render the device ineffective for my needs.

  
  

  Point 8:

  Their Claim: "We've had several conversations with her and have made every reasonable effort to educate and assist. Our offer for her to return to the center remains open.

  The assertion that the company made every reasonable effort to educate and assist is inaccurate. My communication consisted solely of two phone conversations. No efforts were made to address my concerns. I received no offer to return to the center. Due to the company's misleading practices, lack of customer service, and misrepresentations, I will return the device and expect a full refund.

  
  

  Point 9:

  Their Claim: "For reference, I've attached the signed laser agreement, which clearly states the product is non-refundable."

  For reference, I have already included that electronic-only agreement in my original complaint, which clearly states only the original price and not the final discounted price paid that was listed only on my paper agreement/receipt, which was, in fact, their final agreement. While I acknowledge signing that electronic agreement, I contend that it is invalid due to misrepresentation of the product's discounted price. The electronic agreement was also presented to me without any verbal explanation of their non-refundable policy. Moreover, there was no physical signage in the office about the said policy.

  
  

  In light of the foregoing evidence, which indicates a consistent pattern of misrepresentation and deceptive conduct, I maintain that a full refund of the purchase price, in exchange for the return of the device, is the only just and appropriate resolution.

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

  

  Business Response

  Date: 03/26/2025

  Our goal is always to provide clients with an exceptional experience,which means working with each individual to ensure they are satisfied with their services and journey toward feeling better about their appearance. A response has been given for each point, and we thank you the opportunity to investigate this matter.

   

  Complaint: 23059299
  Point 1: 
  Their Claim: "The laser was listed at $2,999 on our website, and we did provide a discount to this client in the amount of $899.70.
  The company's claim of a discount is misleading. In March 2025, their website is advertising a 57% discount, which is $1,700. The discount I received on March 1, 2025, $899.70, reflects a failure to honor their advertised discount, resulting in an $800.30 overcharge, plus tax. 
  Response: The pricing and discounts on our website are subject to change and may vary based on promotions available at different times. At the time of the customer's purchase on March 1, 2025, the discount applied to their transaction was $899.70, which was the correct and available promotion on that date. The current 57% discount referenced by the customer was not in effect at the time of their purchase.
  Our team is committed to transparency in pricing, and we ensure that all transactions reflect the accurate promotions available at the time of purchase. We regret any confusion and would be happy to clarify any further concerns regarding pricing or promotional periods.
  Point 2:
  Their Claim: "When she contacted the center, she acknowledged that she was not owed a refund but expressed dissatisfaction with how the laser fit her head."
  The company's claim that I acknowledged not being owed a refund is inaccurate. I expressed that I had been unaware of the no-refund policy until after I found the electronic receipt in my email and had sufficient time to review it. The entirety of this purchase transaction was misleading due to the absence of that policy on the paper receipt with the final price that I had paid, the lack of verbal disclosure, and the absence of any visible signage in their office on March 1, 2025. Moreover, the devices company website itself offers a 6-month satisfaction guarantee.
  Response: Our records indicate that the customer was informed of the no-refund policy, which is clearly outlined in the signed agreement provided at the time of purchase. While the customer may not have reviewed the electronic receipt immediately, the policy was available for reference prior to the transaction's completion. Additionally, our team strives to ensure transparency during the sales process.
  Regarding the concerns about verbal disclosure and signage, our staff is trained to communicate key policies, and while the customer may not recall receiving this information, our standard procedure includes discussing important terms. We also encourage customers to reach out with any questions before completing their purchase.
  As for the comparison to the device manufacturers policy, our business operates under its own terms and conditions, which may differ from those offered by external vendors. Our policies are designed to align with our business model and the services we provide.
  We regret that the customer is dissatisfied, and we remain open to addressing any additional concerns. While the purchase remains non-refundable per the signed agreement, we are happy to continue offering support and guidance on product usage to ensure the best possible experience.
  Point 3: 
  Their Claim: "We explained that the laser is not designed to cover the entire scalp and invited her to return to the center so we could provide further education and support. This offer was extended multiple times, but she has not yet come in.
  The claim that they explained the device's coverage and offered support is inaccurate. My sole communication on March 5, 2025 was with the consultant, ****** ********, who promised a manager callback that never occurred. The claim contradicts the device's general description, which suggests more scalp coverage for effective treatment. I was neither invited back to the center nor offered any other form of support or resolution. No manager ever contacted me. This claim of extended offers is false as I received no such offers. My communication was limited to one phone call with the consultant and a previous call with the franchise manager, ***** *****, on March 3, **************************************************** Their phone numbers are included in my screenshot attachments, and my phone log confirms these calls. My two emails to them also went unanswered as demonstrated by my email PDF attachment.
  Response: We strive to provide clear communication and support to all our customers, and we regret any misunderstanding regarding the follow-up process. Our records indicate that the customer spoke with our consultant, ****** ********, on March 5, 2025, as well as with our franchise manager, ***** *****, on March 3, 2025. While we intended to provide further assistance, we acknowledge the customer's frustration regarding the lack of a manager callback and any perceived gaps in communication. However, there was a voicemail left for Ms. ***** offering for her to come back into the center or attend a video chat for demonstration purposes. That offer still stands and we welcome the opportunity to educate Ms. ****** on the use of her laser.
  Regarding the devices coverage, we provide detailed explanations of product functionality during consultations to set accurate expectations. While the customer may have interpreted the manufacturers general description differently, we stand by the information provided by our team. Additionally, we always encourage customers to visit the center for further guidance and education on product use.
  We remain open to working toward a resolution and would be happy to provide additional support to ensure the customer is fully informed on proper device usage.
  Point 4:
  Their Claim: "I want to confirm that the client was thoroughly educated on how the laser device functions and the fit."
  This statement is false. While there was a brief explanation, it was inadequate as it did not clearly state that the device would only make partial contact with the scalp leaving a substantial gap. Additionally, no demonstration or fitting was provided to me.
  Response: Our team strives to provide clear and thorough explanations of our products during consultations. While the customer acknowledges receiving an explanation, we regret that they found it insufficient. Our goal is always to ensure customers fully understand product functionality prior to purchase.
  Regarding the fit of the device, it is designed to ensure that the targeted areas of the scalp has access to the laser *****************, and this information is included in our product discussions. While in-person demonstrations may vary based on the consultation setting, we always welcome customers to return to the center for further guidance and education on proper use.
  We value our customers' satisfaction and remain open to providing additional support. If the customer would like a more detailed demonstration or further clarification, we would be happy to accommodate.
  Point 5: 
  Their Claim: "***** also offered to get on a video call with her to address her concerns and provide additional guidance on achieving a better fit. However, she has not taken up this offer.
  The statement regarding a video call offered by ***** is a fabrication. I have not interacted with anyone by that name. My communication was solely with ****** ******** and ***** *****. I received no offer of a video call, and my concerns have not been addressed. I challenge the company to provide evidence of this alleged offer.
  
  Response: We apologize for any confusion regarding the offer of a video call. Our intent is always to provide support and ensure our customers feel heard and assisted throughout their experience. While our records indicate an offer was made, via voicemail, we understand that the customer does not recall this communication. Going forward we can provide all communication in written form to ensure that it is received by the client.
  
  Point 6: 
  Their Claim: "Additionally, at no point during our conversations did she mention any concerns regarding pricing."
  My trust in *********** integrity and ***************** of getting the best deal prevented me from immediately verifying their claimed discounted price. It was only after experiencing the device's poor fit and reading online negative customer reviews that I discovered the advertised net discounted price for the device on their website ($1299) was substantially lower than the one they had offered me ($2099.30). Thus, I had been misled regarding the real discount on the price of the device since the discounted price that I had paid was not, in fact, a true discount.
  Response: We value our customers trust and aim to be as transparent as possible regarding our pricing and discounts. In this case, we understand the customers frustration regarding the price discrepancy. Our records show that the price the customer was offered was consistent with the promotion available at the time of their purchase. However, we regret that there was any confusion or misunderstanding about the discount provided.
  We continually strive to ensure that all customers are fully informed of any promotions or discounts at the time of purchase. If there were any discrepancies in communication, we sincerely apologize for the inconvenience this has caused. We encourage customers to verify current promotional offers and ensure all details are clear prior to purchase.
  Point 7:
  Their Claim: "Her primary issue was the fit of the laser, which was explained to her in detail, including reassurance that the design does not require full scalp contact to be effective."
  The reassurance provided was misleading. While partial contact may be part of the design, the degree of limited contact was not explained or demonstrated, especially given the substantial gap of a whole inch between the device and the back of my head. Moreover, Breona's actions in the office directly contradict the claims of providing subsequent detailed explanation. After a thorough assessment of my scalp and acknowledging my small head size, she intentionally sold me the larger size of the device (higher-priced) instead of their regular size (cheaper), knowing it would likely result in a poor fit and, therefore, render the device ineffective for my needs.
  Response: We deeply regret that the customer feels misled regarding the explanation and fit of the device. Our goal is always to provide accurate, clear, and complete information about the product to ensure it meets our customers needs. While partial contact with the scalp is part of the devices design, we understand that the customer feels the degree of this contact was not fully explained or demonstrated. We apologize for any confusion and appreciate the opportunity to clarify this matter.
  Regarding the device's size, it was recommended based on its quality and additional benefits, which we believe are important factors in achieving optimal results. We ensure that all customers are provided with the best options available for their needs.
  We take all customer feedback seriously and would like to resolve this issue to the customers satisfaction. If the customer would like to return to the center for further assistance, we are happy to offer a demonstration, ensure the device fits correctly, and discuss any other concerns they may have.
  Point 8:
  Their Claim: "We've had several conversations with her and have made every reasonable effort to educate and assist. Our offer for her to return to the center remains open.
  The assertion that the company made every reasonable effort to educate and assist is inaccurate. My communication consisted solely of two phone conversations. No efforts were made to address my concerns. I received no offer to return to the center. Due to the company's misleading practices, lack of customer service, and misrepresentations, I will return the device and expect a full refund.
  Response: We sincerely regret that the customer feels their concerns were not adequately addressed. Our goal is always to provide exceptional customer service and ensure that all our customers have a clear understanding of the products they purchase.
  While our records show two phone conversations with the customer, we acknowledge that additional efforts may have been necessary to resolve their concerns more effectively. We apologize if the customer did not feel fully supported during these interactions. Again, the offer still stands for a return to the center or a video chat to ensure she is fully educated on the device usage.
  We want to ensure all customers are satisfied with their purchases and we remain committed to working through any issues. However, our policy regarding refunds is clearly stated in her signed agreement.
  Point 9:
  Their Claim: "For reference, I've attached the signed laser agreement, which clearly states the product is non-refundable."
  For reference, I have already included that electronic-only agreement in my original complaint, which clearly states only the original price and not the final discounted price paid that was listed only on my paper agreement/receipt, which was, in fact, their final agreement. While I acknowledge signing that electronic agreement, I contend that it is invalid due to misrepresentation of the product's discounted price. The electronic agreement was also presented to me without any verbal explanation of their non-refundable policy. Moreover, there was no physical signage in the office about the said policy.
  Response: We understand the customers concerns regarding the price discrepancy and the explanation provided for the non-refundable policy. Our intention is always to provide clear and transparent communication throughout the purchasing process, including details on pricing and our policies.
  While the customer acknowledges signing the electronic agreement, we regret that the final discounted price was not clearly reflected in the electronic version. This is an important point, and we will work to ensure that all future agreements and communications provide complete clarity to avoid any confusion.
  Regarding the non-refundable policy, it is a standard practice to include such terms in our agreements to ensure transparency. Again, please refer to signed agreement.
  In light of the foregoing evidence, which indicates a consistent pattern of misrepresentation and deceptive conduct, I maintain that a full refund of the purchase price, in exchange for the return of the device, is the only just and appropriate resolution.
  Response: We respectfully maintain that a refund is not warranted in this case. The customer was provided with clear documentation outlining the terms of their purchase, including the non-refundable policy, which was acknowledged upon signing the agreement. Additionally, our team made reasonable efforts to explain the products features, answer questions, and provide support.
  The device purchased is a medical-grade product, and due to hygiene and quality control standards, it is not eligible for return once used. Our policies are in place to ensure fairness and consistency for all customers. While we regret that the customer is dissatisfied, the transaction was conducted in accordance with our standard procedures.
  We remain committed to customer satisfaction and are happy to offer additional education on proper product use to ensure the customer receives the full benefits of their purchase.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23059299
  
  

  While the company claims to prioritize customer satisfaction and transparency, their response contains numerous inaccuracies and misrepresentations of the events that transpired. I will address each point below to clarify the truth and reiterate my demand for a full refund.

  Regarding Point 1 and their claim of a discount of $899.70 being the correct and available promotion on that date (March 1, 2025), this is misleading. As I stated in my original complaint, their own devices company website advertised a 57% discount ($1700) in March 2025. My purchase on March 1st fell within this timeframe. Their assertion that this discount was not in effect at the time of her purchase is unsubstantiated and contradicts the publicly advertised promotion. They have failed to provide any evidence of a different, lower promotion being active specifically on March 1st.

  In response to Point 2, their claim acknowledged that she was not owed a refund is unequivocally false. My statement was that I was unaware of their no-refund policy until after the purchase when I reviewed the electronic receipt. The critical issue here is the lack of transparency at the time of purchase. The no-refund policy was neither on the paper receipt I received, nor was it verbally disclosed, and there was no visible signage in their office on March 1st. Furthermore, their own device's company website offers a 6-month satisfaction guarantee, which they fail to address adequately by simply stating their business operates under its own terms. This discrepancy further contributed to the misleading nature of the purchase.

  Regarding Point 3, their claim that they explained the device's coverage and offered support multiple times is demonstrably false. My communication on March 5th was solely with the consultant, ****** ********, who promised a manager callback that never occurred. Franchise Manager ***** ***** directed her to contact me on March 3rd, and that was the extent of management involvement. They claim a voicemail was left, offering a return visit or a video chat, but I received no such voicemail. My phone log and unanswered emails, previously provided as evidence, corroborate my account. Their claim of extended offers is a fabrication. I reiterate that no manager contacted me, and no offer for further education or support was genuinely extended.

  Addressing Point 4, their assertion that I was thoroughly educated on how the laser device functions and the fit is untrue. While a brief explanation was given, it was insufficient and failed to disclose the significant gap the device would have with my scalp. No demonstration or fitting was provided. Their regret that I found the explanation insufficient acknowledges the inadequacy of the information provided at the time of purchase.

  Concerning Point 5, the claim that ***** also offered to get on a video call is a blatant fabrication. I have had no interaction with anyone named *****. My communication was exclusively with ****** ******** and ***** *****. I received no offer for a video call. Their subsequent claim that an offer was made via voicemail, which I did not receive, further highlights their failure in communication and the inaccuracy of their initial claim about *****. Furthermore, despite my implicit request for evidence of this alleged voicemail by stating I did not receive it, the company has failed to provide any proof of its existence. This lack of substantiation further undermines their credibility.

  In response to Point 6, their claim that I at no point during our conversationsmentioned any concerns regarding pricing is misleading. My trust in Breonas promise and the companys representation of providing the best deal initially prevented immediate verification. It was the combination of the device's poor fit and the subsequent discovery of its significantly lower online-advertised price ($1299) compared to what I paid in person ($2099.30) that revealed the misrepresentation of the true discount. The claim promotion available at the time of their purchase appears to be inconsistent with the broader public online advertising indicating a deceptive pricing practice.

  Regarding Point 7, their claim that the limited contact was explained to her in detail is false. The significant one-inch gap at the back of my head was not adequately disclosed or demonstrated. Furthermore, my small head size was acknowledged by ****** ******** who then proceeded to sell me the larger, more expensive device directly contradicting their claim of recommending the best options available for their needs. This suggests a prioritization of profit over ensuring the device was suitable for me personally. 

  Addressing Point 8, their assertion of making every reasonable effort to educate and assist is inaccurate. Two brief phone calls certainly do not constitute every reasonable effort, especially when my concerns remained unaddressed and promised callbacks never materialized. I reiterate that I received no genuine offer to return to the center for assistance. Due to their misleading practices and lack of adequate customer service, my expectation of a full refund upon the return of the device remains firm.

  Finally, regarding Point 9 and the signed electronic agreement, I have already acknowledged its existence. However, as I stated previously, I contend that the said agreement is invalid due to the misrepresentation of the product's true discounted price at the time of purchase. Moreover, this electronic agreement only listed the original price, not the final discounted price from the paper receipt, which constituted the actual terms of the sale. Furthermore, the non-refundable policy was never verbally explained, and there was no visible signage in the office. Their continued reliance on the electronic agreement alone ignores the deceptive circumstances surrounding its signing.

  In conclusion, the company's response fails to adequately address the numerous discrepancies and misrepresentations in the sales process and subsequent interactions. Their claims are often contradicted by the evidence I have provided and the lack of evidence to support their own assertions. I maintain that I was subjected to misleading practices regarding pricing, the device's functionality and fit, and the company's policies. Therefore, I demand a full refund of the purchase price in exchange for the return of the laser device. I expect a prompt and satisfactory resolution to this matter.

  
  

  Sincerely,

  
  ***** *****

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

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair 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.

  Went out for surgery let my stylist and manager know October 2024,November 2024.and December 2024. The ********* charged my CC the monthly fee of $454 per month. I talked with the manager for 2 months now and have gotten no where. The ** gave me 20% off one of the months and told me that is all that she can do. I asked her for her bosses number but was told that she could not give that out. The company headquarters is in ***************. I am asking that the 3 months be refunded or not to be charged for 3 months. This was due to a medical emergency. I have been a member for 14 years and love it till this happened and no one seems to care. Thanks

  

  Business Response

  Date: 02/28/2025

  Thank you for forwarding ***** ******* complaint to our attention. We appreciate the opportunity to investigate his concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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 was supposed to receive monthly hair treatments on Saturday's since I live in *********, ** and would have to travel to ********, **** (I am a Principal and live an hour and half away so my school hours does not permit me to travel during the week). but have not had any treatments since November). The ********* in ******** can not seem to keep stylist. Plus the product is actually making my hair fall out, I had requested to speak to upper management at my November 2024 visit. I received a phone call the day before my December visit that the stylist had quit as well as the manager. They only had weekday appointments open right now but would call me when or if something came open on the weekend. I have not heard back from ********* since they informed me of this. They said I could pick up my products any time during the week or weekend though. Instead of shipping them to me they wanted me to come get them knowing I travel to them. They want me to pay for a service that I am not receiving every month and that is not working. My hairline and bald spot has not started growing in the 6-months I have been in the program; in fact the top of my hair has started falling out which I brought to the stylist attention in November and requested to speak with management at my next appointment because I am not happy with my progress so far and asked her when was I going to consult with the Doctor or real specialist like I did when I first signed up. Then I found out that the person (the guy) ***** who was originally examining my head during my consultation was not even a stylist or expert. Like ********* at this point is a joke. Why was this guy even in my hair like he knew what he was doing, taking pictures and making professional comments He had no real expertise to provide about my scalp. I am on the third month without any service or products. I would like to end my contract and move on from *********. I no longer want their business or service due to breach of contract.

  

  Business Response

  Date: 02/27/2025

  Thank you for forwarding Mrs. ******** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hi, my name is ****** *****. I started using hair club products in June open until now in the product has bought my hair out worsethan what it was and I am not satisfied with the products and they also change different products several times I even had a conversation with telling them how the product was bringing my hair out and that I did not want to end up wearing a toupee. I believe that I was deceive in so many ways about the product. I dont think that the company is good with working with African-American hair. I went in for a visit to let them see how the product was bringing out my hair. They tried to convince me to use different product. I refuse because I do not want to come up bald head to end up wearing a toupee for womens so Im asking youguys to help me get a refund back from this company.

  

  Business Response

  Date: 01/22/2025

  Thank you for forwarding Mrs. ****** ****** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.

  Customer Answer

  Date: 01/23/2025

   
  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

  Date:01/19/2025

  Type:Service or Repair 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 signed up for hair club back in August I was told my hair was going to shed a little but in 6 months I should see a difference my hair is completely damage and falling out the product has my scalp very sensitive my hair was full and thick when I first started a hair dresser cut my ends and she told me she really didn't deal with African American hair after she cut my end Un correctly I'm ashamed to even look at my hair it's so thin and very short when I contacted the office I was told to try a different product of course I tried it and it made my hair even worse I was only giving $1000 refund and told that was all they can give I'm stuck with $4000 to pay and no hair at all I was told I have to pay for remaining products I'm very hurt and ashamed to even pull my wig off now I have to wear a wig every day

  

  Business Response

  Date: 01/21/2025

  Thank you for forwarding Mrs. ****** ******** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.

  Customer Answer

  Date: 01/23/2025

   
  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,
  
  ****** ******

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22830988
  
  I have used products from this company and have no hair my scalp is very irritated and sore I have massive hair loss theyre seeking $4000 and Ive tried to return products and theyre not letting me return them theyre demanding payments and I need everything dismissed and discharge from my bank
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/28/2025

   

  Thank you for bringing this complaint to our attention. After thoroughly investigating the allegations and discussing the matter with our centers staff, we are pleased to report that we have reached an amicable resolution that this case has been resolved. This complaint has been resolved, and ****** ****** found that the resolution is satisfactory to her as you can see below. 

   

  This message is in regard to a complaint submitted to BBB about your business on 1/19/2025 by ****** ******.  This complaint was assigned ID ********.
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint.  After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you.  Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  
  **** *.
  ******************************************************************
  
  
  MESSAGE:
  
   
  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,
  
  ****** ******