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

  2110 Powers Ferry Rd SE Ste 300 Atlanta, GA 30339-5015

  
• 

  Hair Club for Men LLC

  10945 Winds Crossing Dr Ste 100 Charlotte, NC 28273-6896

  
• 

  Hair Club

  1103 Schrock Rd Ste 302 Columbus, OH 43229-1179

  
• 

  Hair Club For Men

  516 W Shaw Ave Ste 107 Fresno, CA 93704-2515

  

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:09/03/2024

  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 was a member of hair club for over 14 years. I have moved a few times and had to use hair club in the state I moved to. As a member the service had gotten so bad it was a just dont care about the customer give me money. I was being charged for a 4 week program but I was only going 7-8 weeks. I tried to explain why am i paying for a 4 week program when I go 7-8 weeks apart. Now I want to include the services I had gone through over the years. I was never the same hair dresser and my hair piece always fell off 2-3 weeks later. I complained every time but no help. It was always a comment oh sorry. But no one ever took the time to fix the problem. I have spent over $85,000.00 in the course of my membership. They were only concerned about the payment. After 9 years I had said this hair piece is not covering my bald spot anymore. This hairdresser said you are supposed to be measured every 6 months. I said you got to be kidding me I was never told this and for years i walked around with a Blad spot. No the location in ********* were I originally signed up. Now back has completely became dishonest. This woman ******* only cares about were is my money. I had decided to not pay because of the mental and physical abuse I went through. I had asked for a service only to be advised my membership was canceled. You will have to pay upfront. I said well I paid many thousands of dollars always complained but no one cared. I said ok you want $200 for the service Ill pay that to come in. Today I called spoke to ****** I said Im ready to pay for my service as you said it would be $200. I said I also want my hair that is there how much more? She said first I need you to pay the balance of $1025.00. I said you told me a few weeks ago alls I had to pay was the $200 for service. Now I want the hair that you have for me on the self. She said you have to pay the balance then we can do the service. I said you never told me about the balance you just said pay upfront for the service.

  Customer Answer

  Date: 09/05/2024

  I was contacted by the west coast director advising me that he will update my membership and change my plan that best fits my needs. I was supposed to receive a call to make an appointment yesterday but still waiting for a call. I have given my credit card to start charging for my monthly membership will keep updating my final 

  

  Business Response

  Date: 09/12/2024

  Thank you for bringing this complaint to our attention. After a thorough investigation and discussion of the allegations with our centers staff, 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 Sales Manager **** **** ********************* are committed to our clients satisfaction and look forward to continuing our work with Mr. *************

  Customer Answer

  Date: 09/25/2024

   
  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:08/26/2024

  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 have ****** and release agreement this cancelled it. because hair care and solution lending loan are lacking communication. Hair care did not inform their lending loan payment. I got bad credit report. Hair care is failing to inform to solution lending agents. I am talking with solution lending agent and proof copy of refund and release agreement; they will take care of. but they never solve it to remove of amount clear up. I already talking with hair care about cancelled it and agreement signed it form. I not realized how is bad hair care company are lousy management with account does not inform to solution lending agents.

  

  Business Response

  Date: 09/03/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff,we have reached an amicable resolution. Mr. ***** ****** agreed to remove the BBB complaint once the ************ charge is lifted.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. That is exactly what our staff continues to do for Mr. ***** ******.

• Initial Complaint

  Date:08/22/2024

  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.

  On July 11th, I signed a written contractual agreement with ********* **** stating that I would receive a full refund for a hair system I had put money down for the day prior. The agreement states that my refund would be issued to my bank within 30 days. It has now been well over 30 days and no refund has been issued. I have called multiple times and everyone keeps saying that they will call me back or are looking into it, however no one will call back. The agent, *****, that I signed both agreements with (one to sign up and the other to terminate), has not returned any of my calls or gotten back to me either. It was a substantial amount of money, $5,996.00 total and I have been refunded 0 at this point. I am very frustrated and no one is helping through the company.

  

  Business Response

  Date: 08/28/2024

  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.

  Best regards.

  

  Business Response

  Date: 09/05/2024

  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 Vice President of Sales, ***********************, issued ********************* a full refund of $5,996.00 to his original method of payment. This refund serves as full accord and satisfaction of any and all claims that ********************** has or may have against HairClub.
  Should ********************** have any further questions or concerns, we encourage him to remain in contact with ***********************, who will be happy to assist. Our commitment to our clientssatisfaction remains our top priority.
  Thank you again for facilitating this matter.

  

  Business Response

  Date: 09/06/2024

  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 Vice President of Sales, ***********************, issued ********************** a full refund of $5,996.00 to his original method of payment. This refund serves as full accord and satisfaction of any and all claims that ********************** has or may have against HairClub.
  Should ********************** 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.

  Customer Answer

  Date: 09/06/2024

   
  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:08/20/2024

  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.

  As per the contract I purchased (see contract attached), I paid for salon services and four hair pieces. However, I have only used two of the hair pieces and have not received half of the services/products that I paid for. This is a clear violation of the contract, and I will also be filing a complaint with the consumer protection bureau and the Better Business Bureau.The contract I signed with Hairclub clearly states: "If you are not satisfied with the results, You may cancel this agreement for services and obtain a refund of 50 percent of the service fee by requesting ********* remove your new hair before you leave *********'s premises and signing *********'s standard refund and release agreement."

  

  Business Response

  Date: 08/26/2024

  This client came into the ************** on 11/29/2024 and signed her Membership Agreement for our Xtrands+6 program - which includes three custom hair pieces and six salon visits. 
  
  Currently this client has completed a total of six salon visits (1/5/2024, 2/3/3024, 3/2/2024, 3/30/2024,4/27/2024 and 5/11/2024) and has had two custom hair pieces applied (on 1/5/2024 and 3/2/2024). 
  
  While we do have a Commitment to Satisfaction on our Membership Agreement, this client is incorrect to its meaning. This subsection states that if a client is unhappy with their results during their first hair application, and they remove their custom hair piece prior to leaving the center that day, they are entitled to a 50% return on their initial investment. 
  
  As this client did not remove their hair prior to leaving the center on 1/5/2024, and continued services through 5/11/2024, this subsection does not apply. 
  
  While this client is not due a refund, we do understand that she does not wish to continue services and have offered to exchange the last custom hair piece left on her program for a 136 Laser Device at no additional cost. 
  
  This client has declined our offer and currently her Membership remains active. If she wishes, we would be more than happy to add a complimentary salon visit to her profile (as she has used all the salon visits she originally signed for) and have her last custom hair piece applied.

  In case that ************************** have any further questions, we invite her to reach out to Regional Vice President of Sales, ********************* "*******************"  to discuss.

   

  Customer Answer

  Date: 08/27/2024

  To: Better Business Bureau
  Re: Response to Hairclub's Letter Regarding My Complaint 
  

  Dear *************** have reviewed Hairclub's response to my complaint, and I find their position to be completely unacceptable and in clear violation of the contractual terms I signed.
  Hairclub's main argument seems to be that the "Commitment to Satisfaction" guarantee only applies if I remove the hair piece the same day as the initial application. This is an unreasonably narrow interpretation that is simply not supported by the plain language of the contract I signed. If their interpretation were correct, then how could the contract promise a 50% satisfaction guarantee if it had to be filed the same day? That would render the guarantee meaningless.
  The contract states, and I quote: "If you are not satisfied with your results, you are entitled to a 50% refund of your service fee by having the hairpiece removed and signing a refund agreement." There is no stipulation that this must be done the same day.
  Furthermore, besides the salon visits I have completed, I was told on more than one occasion by *******, *******, and the manager ***************** that I have purchased 4 hair systems, yet I have only received 2. Yet the contract clearly states the 50% satisfaction guarantee applies to the full service fee, not just a prorated amount for the systems I've received.
  I clearly expressed my dissatisfaction with the quality and fit of the hair pieces they provided, which did not meet my reasonable expectations based on Hairclub's representations. Specifically, the glue would come up on the front of my forehead, the texture was not what was promised, and the color did not match my natural hair. These issues were particularly embarrassing for me as a teacher who is in front of hundreds of students every day. It is simply not reasonable to expect that I would know on the first day of use that such significant problems would arise.
  I made multiple attempts to have these issues resolved, to no avail. This is exactly the type of situation the "Commitment to Satisfaction" guarantee is meant to address.
  I want to also note that I informed Hairclub on May 23, 2024 that I no longer wanted the hair system, and was told that **** would be in touch with me in a few days to discuss a refund. However, over the following month, I left repeated voicemails for **** and was never contacted back.
  I strongly urge Hairclub to honor the clear terms of their contract and provide me with the 50% refund I am entitled to under the "Commitment to Satisfaction" guarantee. Failure to do so would constitute a deceptive and unfair business practice in clear violation of consumer protection laws.
  Please let me know if you require any additional information from me. I expect a prompt resolution of this matter, and I reserve the right to escalate this complaint to the relevant state consumer protection agency if Hairclub continues to refuse to abide by the terms of their own contract.
  Sincerely,
  *********************

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22170913
  
  
  

  To: Better Business Bureau
  Re: Response to Hairclub's Letter Regarding My Complaint 
  

  Dear *************** have reviewed Hairclub's response to my complaint, and I find their position to be completely unacceptable and in clear violation of the contractual terms I signed.
  Hairclub's main argument seems to be that the "Commitment to Satisfaction" guarantee only applies if I remove the hair piece the same day as the initial application. This is an unreasonably narrow interpretation that is simply not supported by the plain language of the contract I signed. If their interpretation were correct, then how could the contract promise a 50% satisfaction guarantee if it had to be filed the same day? That would render the guarantee meaningless.
  The contract states, and I quote: "If you are not satisfied with your results, you are entitled to a 50% refund of your service fee by having the hairpiece removed and signing a refund agreement." There is no stipulation that this must be done the same day.
  Furthermore, besides the salon visits I have completed, I was told on more than one occasion by *******, *******, and the manager ***************** that I have purchased 4 hair systems, yet I have only received 2. Yet the contract clearly states the 50% satisfaction guarantee applies to the full service fee, not just a prorated amount for the systems I've received.
  I clearly expressed my dissatisfaction with the quality and fit of the hair pieces they provided, which did not meet my reasonable expectations based on Hairclub's representations. Specifically, the glue would come up on the front of my forehead, the texture was not what was promised, and the color did not match my natural hair. These issues were particularly embarrassing for me as a teacher who is in front of hundreds of students every day. It is simply not reasonable to expect that I would know on the first day of use that such significant problems would arise.
  I made multiple attempts to have these issues resolved, to no avail. This is exactly the type of situation the "Commitment to Satisfaction" guarantee is meant to address.
  I want to also note that I informed Hairclub on May 23, 2024 that I no longer wanted the hair system, and was told that **** would be in touch with me in a few days to discuss a refund. However, over the following month, I left repeated voicemails for **** and was never contacted back.
  I strongly urge Hairclub to honor the clear terms of their contract and provide me with the 50% refund I am entitled to under the "Commitment to Satisfaction" guarantee. Failure to do so would constitute a deceptive and unfair business practice in clear violation of consumer protection laws.
  Please let me know if you require any additional information from me. I expect a prompt resolution of this matter, and I reserve the right to escalate this complaint to the relevant state consumer protection agency if Hairclub continues to refuse to abide by the terms of their own contract.

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

  

  Business Response

  Date: 08/28/2024

  HairClub is not contesting that we offer all of our Xtrands+clients a Commitment to Satisfaction, rather that this client is incorrect as to its exact wording. 
  
  The Membership Agreement reads (under Section 6, Subsection a):"If after application of your New Hair during the ***************** you are not reasonably satisfied with the results, you may cancel this agreement for services and obtain a refund of 50% of the Service Fee by requesting HairClub remove your New Hair before you leave HairClub's premises and signing HairClub's standard Refund and Release Agreement."
  
  As this client did not request their custom hairpiece be removed on 1/5/2024, nor signed a Refund and Release that day, that subsection of the Membership Agreement does not apply. 
  
  This client states she requested a refund on 5/23/2024; however,our employee notes state the following from that day: **** came in today requesting her head to be trimmed down all over and hair removed for the summer - she doesn't want to do the maintenance. Wants to take a break for ****** said she will be back in the fall to get the last hair that is owed to her. 
  
  It is not until 7/24/2024 that our Center Manager noted that this client did demand a 50% refund; however, states he did contact her to explain the wording of her Agreement and offer an alternative solution. 
  
  Finally, our staff has offered this client a 136 Laser Device or,as stated previously, to add a complimentary ************* so that she can have her last custom hair piece applied (as she has used all 6 Salon Visits included in her Membership). We would like to provide this client with a solution, but she is not due a refund based on the Membership Agreement she signed. 

  Best regards.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22170913
  
  I am rejecting this response because:
  
  To:Better Business Bureau
  Re: Response to Hairclub's Written Response
  Dear ********************** appreciate the opportunity to respond to Hairclub's written statement regarding my complaint.
  While Hairclub acknowledges the existence of a "Commitment to Satisfaction," their interpretation of the contract's wording does not align with the reasonable expectations of a consumer. It is unreasonable to expect that all issues arising from the hair system would be identified and addressed on the same day of application. The nature of the problems I experiencedsuch as glue issues, texture, and colordeveloped over time and were not resolvable immediately.
  Regarding the notes from May 23, 20**, I want to clarify that while I did express a desire to adjust my services, I was also clear about my dissatisfaction with the hair system and my intent to seek a refund. My continued attempts to resolve these issues were met with inadequate responses.

  
  I am tired of the ongoing back-and-forth communication on this matter, which has persisted since I left the office on May 23. This pattern of evasion only reinforces my impression that Hairclub is not committed to upholding its "Commitment to Satisfaction" guarantee. Should this issue remain unresolved, I will feel compelled to share my experience publicly,promoting your company as one that does not honor its commitments.
  Hairclub's offer of a laser device or additional salon services does not address my request for a refund and ignores the contractual commitment I believe I am entitled to. I am insisting solely on a refund, and that is why I have submitted this complaint to the Better Business Bureau, as well as to the Arizona Attorney General (Complaint CIC# **-014055), which was submitted on August 20th of this year.
  
  Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.
  Sincerely,
  *********************

• Initial Complaint

  Date:07/22/2024

  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.

  On June 9, 2022, I had my initial consultation with ********* consultant *************************. The appointment was conducted via FaceTime, which was unexpected as I anticipated an in-person evaluation of my scalp. When I finally spoke with her, she briefly reviewed the pictures for a couple of seconds and then proceeded to discuss prices and various treatments for less than 10 minutes. She assured me of a 100% hair regrowth guarantee and offered an alternative solution or a refund if the treatment failed. Convinced by their promise, I accepted. They mentioned having hair experts who would explain the treatment in detail. My first appointment was on 06/22/2023. I tried to inquire about the treatment, with the expert but she deferred the explanation. another room, which was uncomfortably hot, and she offered a portable fan as a solution. During the treatment, I questioned the products used, but she replied that instructions would be provided later. Despite my requests for an explanation of each step, she remained unresponsive. The heat became unbearable, especially when my head was put under a scorching lamp. I complained, but she only acknowledged the heat. In the end, I was given a bag with hair care products, a scalp massager, and minoxidil 2%.After a month of using their "treatment," I was deeply disappointed as it left my hair resembling a dry mop, my scalp itchy, and I was losing more hair instead of experiencing the promised growth. I contacted the company's office to share my experience with their products and the outcomes On July 27th, I spoke with *******, relayed my negative experience, and asked for a refund. By October 19th, after texting her, she informed me via a call that her manager refused the refund but offered an alternative treatment called Xtrands, which I accepted. On November 26th, I texted her to inquire about the commencement of Xtrands , no response until December 5th. I signed the DocuSign on December 15th, since then, no reply to my texts.

  

  Business Response

  Date: 07/25/2024

  Thank you for forwarding ********************* complaint to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer Answer

  Date: 08/02/2024

  Confirming I am still expecting a full refund from Hair club for Men.

  Thank you

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

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21897055
  
  
  

  Confirming I am still expecting a full refund from Hair club for Men.

  Thank you

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

  

  Business Response

  Date: 08/07/2024

  Please note the details below:

  On June 8th, 2023, ***************** went into the ********** location for her hair loss consultation. During that visit,the center staff completed an in-depth trichoview analysis so that these results could be reviewed, virtually, with her consultant. 
  
  ***************** left the center that day to consider her options and reached back out to our staff on June 10th, 2023,to sign up for her EXT Membership. On that day, this client signed her Membership Agreement which specifically lists all benefits included in her EXT Membership under Section 3 (EXT Client Services). 
  
  On June 20th, 2023, this client came into the ********** office for her first EXT visit and, unfortunately,following that visit (on July 20, 2023) expressed her concerns with center staff. At that time, our staff informed her that she did not qualify for a refund based on her signed Membership Agreement (our Cancellation and Refund policy is explained under Section 5); however, did offer to transfer her credit into another service - this is, rather, the Commitment to Satisfaction that was discussed with ******************;during the consultation. 
  
  On November 26, 2023, ***************** reached out to her consultant agreeing to transfer her credit into an Xtrands+Membership and on December 15, 2023, our staff electronically received the client's signed Commitment to Satisfaction paperwork. Following that date, we have no record of this client contacting the *****************, or consultant,so that she could be scheduled for services. 
  
  In summary: ********************* membership is active, and we simply need communication with this client so that they can be scheduled for services.

  In case ********************** have any further questions, we invite her to reach out to the Regional Vice President ****************************** "eecker-****************** or the Regional Direct of Operations *********************** "*******************".

  Thank you.

   

• Initial Complaint

  Date:07/08/2024

  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.

  In July 2023, I signed up for their program and was guaranteed so many systems to my satisfaction. The main office manager has had a difficult time at best completing my requests to my satisfaction. The hair is usually in poor condition when received. I currently have the last system I received back in April and a system I received from another company and when you put them next to one another, you can visibly see the difference in the quality of the product. For the amount of money I paid for their product, I would expect their systems to be of higher quality than they are. I am still owed 3 systems and simply want a refund of the remaining balance for those 3 systems. I will not be going back to the office as they have poor communication, a lack of understanding what their customer needs are and a refusal to make things right. I sent a letter to the headquarters right after my last visit and have received no response from them regarding my request, which I find to be poor management on their part. This is a larger corporation and I understand, they may not "need" my money, but I can assure them, they need my recommendation and I will make sure that is something they do not receive unless I receive the remaining monies owed for the systems I will not be taking. I can supply pictures of the current system I received from them and the one I went out bought from a more reputable company to show the lack of quality on their part, should that be needed. I have attached the letter I mailed to the headquarters for your review.

  

  Business Response

  Date: 07/16/2024

  Thank you for forwarding this complaint to our attention.Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.

  Please note that the Regional Director of Operations *********************** reached out to the client and see below overview.

  Company Response and Offer:
     - *********** acknowledged the agreement and confirmed the delivery of five systems.
     - Two more systems with specific customizations,including clips,  were prepared based on medical advice.
     - *********** noted multiple attempts to contact the client via phone and email, despite the client claiming otherwise.
  
  Resolution Proposal:
     - We've confirmed two more systems owed to the client and offered three salon visits (remaining benefits from initial
  Investment)
     - The client preferred not to visit the office and requested the systems be mailed.
     - I've agreed to ship the systems and requested the client confirm receipt.
  
  Communication and Follow-up:
     - I requested the clients BBB complaint be retracted once the issue is resolved, which client agreed.
  
  Next Steps:
     - We will arrange shipment with tracking and confirm delivery with the client.
     - The client will verify the quality of the new systems upon receipt.   
     - The BBB complaint will be addressed based on the resolution outcome.

  Thank you.

• Initial Complaint

  Date:07/06/2024

  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.

  I thought this product was for me but have considered it otherwise and would like a cancellation with a refund for services not satisfactorly provide. The hair system displays balding after the first week of wearing, at the very front hair line and is unavoidable.

  Customer Answer

  Date: 07/10/2024

  I had a follow up appointment today with ***'s ********** They had a new hair piece read for me it was a French Lace and not the .03 mm which was not ideal for the Arizona's Summer ******** The Skin hair system was losing its hair all to soon and the hair dresser assured me that not all hair systems are alike, every so often their happens to be a defectives hair piece. They treated me with the up most courtesy and great customer service. They did not charge me for the replacement. I would like to close this complaint. 

• Initial Complaint

  Date:06/26/2024

  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.

  Was suppose to get a refund for the amount in the screen shots which is proof of signing before the 3 days where up and still is saying I owe. Hasnt been resolve and still says I owe that amount .

  

  Business Response

  Date: 06/28/2024

  We do apologize for this situation as our refund department was never notified of this returned document. We processed this return and notified Lendingclub immediately. The client should see an update of their account within three to five business days. 

  In case ************** have any further questions, we invite him to reach out to the Regional Vice President of Sales ********************* ********************** We are committed to our clients' satisfaction.

  

  Business Response

  Date: 07/16/2024

  We do apologize for this situation as our refund department was never notified of this returned document. We processed this return and notified Lendingclub immediately. The client should see an update of their account within three to five business days. 
  In case ************** have any further questions, we invite him to reach out to the Regional Vice President of Sales ********************* ********************** We are committed to our clients' satisfaction.

  

  Business Response

  Date: 07/16/2024

  We do apologize for this situation as our refund department was never notified of this returned document. We processed this return and notified Lendingclub immediately. The client should see an update of their account within three to five business days. 
  In case ************** have any further questions, we invite him to reach out to the Regional Vice President of Sales ********************* ********************** We are committed to our clients' satisfaction.

• Initial Complaint

  Date:06/21/2024

  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 a member of HCM. And I was paying them $410 for my hair service every month. They would do an automatic withdrawal from my ***** Fargo Credit card by 1st of every month. On April 3rd, 2024 I gave them a 30 day written notice to cancel my service going forward. I already paid them for the month of April ******** So that should have taken care of all my payments. However, HCM took $410 again for month of May 2024 from my WFargo credit card. And I immediately disputed the charge with the credit card company. They contacted HCM and asked to refund the $410. But they declined stating that I have a contract with them for which they send a copy of the contract to ***** Fargo. Wfrago send me the contract on which HCM forged my signature. I am attaching the contract. You can clearly see that on the signature line, they clearly misspelled my name and for sure not my signature. I have been a customer with them for more than 20 years. And to treat me like this after all those years is very sad. I would like to see if I can get my money back of $410 which they took from me unjustly. Thanks.

  

  Business Response

  Date: 06/27/2024

  Thank you for forwarding ************************* concern to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21886022
  
  I am rejecting this response because: They have not given any resolution on the matter. Their response state that they are still investigating. We need to keep the case open till they respond and keep the pressure on them. I firmly believe that they are at fault here. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/02/2024

  Please note that the client was a member of HairClub from 2008 until 2024 and signed their newest Silver Level Membership Agreement on 5/10/2023. 
  
  On 4/3/2024 the ******************* received a 30-day written cancellation notice for this client when he came to his final New Style Day appointment that was included in his membership package. The center immediately informed the client that as he was receiving his last custom head-of-hair one month early (in April instead of May) he would still be required to pay his final monthly fee in May. 
  
  Following that visit, the center was later notified that this client had disputed their final month's payment through their financial institution and that is when we provided all required documentation showing this charge was authorized.
  
  Not only did this client's financial institution side with our company when reviewing this client's agreement and signature, there would be no reason for this client to admit to providing a 30-day written notice if they claim to have never signed the agreement. 
  
  In summary, this client signed a membership agreement and used the entirety of their services which is why no refund is to be offered.

  In case that ************** have any further questions, we invite him to reach out to our Regional Vice-president of Sales ********************* ********************* and discussed his concerns with her directly.

  Best regards.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21886022
  
  I am rejecting this response because: they never mentioned that i am receiving early hair in April instead of May. I gave them the 30 day notice after I have received my service which was my monthly routine service. So, it is a lie. Secondly, my bank has no authority in this matter since it is a legal issue and told me to pursue this matted through Better business bureau. Thirdly, the contract they sent to the bank that they said I have signed was forged. And I have sent a copy to you guys also. Please let me know what my course of action should be, I do not want to contact any member from HCM as they will give the same bull s*** (sorry for the language, I am really frustrated). 

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

• Initial Complaint

  Date:05/14/2024

  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 am having an issue with quality of hair system that I am being provided at ************ location. Most of the hair systems from current location do not last long, and hair shed very quickly. This was not the case at my previous ********* location. Most recently, the hair system went bad within 2 days, and they repeatedly refuse to replace it. They are very stubborn, refuse to replace the torn and low quality hair system, and will not agree to their fault, and have condescending to e which reflects very poor customer service on the part of management and stylist. In all fairness, there are indeed couple people who are somewhat understanding, but overall they are stubborn and unwilling to accommodate any requests. They are totally unwilling to agree that poor quality of hair system can lead to it going bad in couple days only.

  

  Business Response

  Date: 05/17/2024

  This client joined HairClub in 09/18/2021 for an Initial Membership that includes receiving six custom hairpieces and is estimated to take 12 months to complete. 
  
  As these clients are new to wearing hair, we use this time to learn their preferences and schedule them up to receive a new hairpiece every other month but adjust depending on the client's lifestyle - which can be done as Initial Membership client's must pay in full at the time of signing. 
  
  The client *********************** completed their entire Initial Program in just seven months and, from the very beginning, showed that their lifestyle (or personal preferences) would require more frequent hair replacement. In fact, this client received a new hair replacement during their initial program three months in a row on: 1/8/2022, 2/4/2022, 3/25/2022. 
  
  I clarify this as this client has stated these issues were recent;however, even from starting with HairClub, this client has shown that they prefer more frequent visits. This is why HairClub has a range of Membership levels to accommodate different lifestyles or preferences. 
  
  Currently, this client has signed an agreement for our Gold program that includes 6 custom hairpieces that are only to be scheduled every two months (as this is based off monthly draft). Despite having signed this Membership agreement two months ago, on 3/30/2024, this client has already used two hairpieces (on 3/30/2024 and 4/30/2024) and is already requesting a third. 
  
  As this client has showed increased need for more recent hair changes over the three-year history with our company, this client was informed that he would either need to wait and follow his agreed upon schedule or upgrade to higher membership level (such as our Platinum membership that includes monthly hairpieces). 
  
  In summary, the ******************* has attempted to address this client's concerns; however, this client has shown a consistent need for more hair replacement and the center cannot continue to provide benefits that it has not yet been paid for. 

  In case that Mr. *********************** have any further questions, we invite him to remain in contact with the Director of Sales ********************* ********************* and/or The Vice President of Operations ********************************* *********************** to discuss. We are committed to our clients' satisfaction.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21707982
  
  I am rejecting this response because:

  The hair system they are providing more recently has been clearly of lower quality that it does not last even a week. Previously, in ******, the hair systems would last long, or they would be willing to help immediately. But in *******************, they REFUSE to admit that their hair systems are Lower in Quality. I want to cancel my membership and want Refund for last 6 months from them immediately. 

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

  

  Business Response

  Date: 05/28/2024

  Again, the client has shown to need more frequent hair replacement since starting with HairClub in 2021 at the Boston center - going through an expected twelve-month program in only seven months. 
  
  This can come from a multitude of reasons, such as client lifestyle or preferences; however, this client's three-year history with HairClub shows this change is not recent. 
  
  This client signed a one-year contract on 3/30/2024 for our Gold membership. While I can offer to cancel this client's contract, I cannot offer a return of their payments. This is due to the fact that they have attended three New Style Day appointments (where custom hair was applied) and three Salon visits (where hair is reapplied or adjusted) over the past six months. 

  In case that Mr. *********************** have any further questions, we invite him to remain in contact with the Director of Sales ********************* "*******************"  to discuss.