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:11/04/2023

  Type:Order 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.

  To Whomever this Concerns,I am writing to file a complaint against HairClub located in *******, *********. I was recently contacted by a ***************** to pay $5,000 plus that HairClub states I owe. However, I was unaware that HairClub and the finance company (Choice Funding) submitted an inaccurate bill to a ***************** because I was and am still awaiting a phone call from the location manager, ***************************, and *************************** (Public Affairs Director) regarding a bill deduction/reduction based on the heroic problems I faced while contracting HairClub for their professional hair regrowth services on Aoril 7, 2023. My intention in signing a contract with HairClub was to salvage my hair as much as possible due to a major hair loss from alopecia. When I scheduled my initial consultant appointment the HairClub representative told me my hair would be inspected by one of their specialists face to face. When I attended my consultant appointment, I found that the specialist was not available and my appointment would be virtual. During my virtual appointment, I was seen by ******, a sales representative for HairClub, who was based in *******. ********, the assistant manager at the *******, ********* location was physically present with me during that same initial appointment. Both women assessed my hair and referred me to the Xtrands + program where they could match hair strands that coincided with my hair texture and blend it with my hair. Additionally, the sales representative advised me to buy a Laser cap to stimulate regrowth, which I agreed to add at an additional cost. Therefore, in good faith, I signed a contract for services with HairClub to regrow my hair.However, when it came time for me to return to HairClub for the hair strands to be put in my hair in June 2023, the hairstylist showed me a wig ordered specifically for me that did not match my hair texture. Before the appointment, I had specified that I would be traveling for vacation with my daughter in June and I provided pictures of a short haircut that I wanted the stylist to complete during my appointment with her. The manager and the sales representative agreed that they would be able to replicate that same picture as agreed upon. Nevertheless, when I saw the wigs different texture I immediately informed the hair stylist that there was an error. The hairstylist reassured me by indicating that the wig had to be cut down, set, and styled. Well, it looked like a birds nest. The wig did not match my black ***** texture and the stylist cut the back and side of my hair for the wig to fit and glued the sides down with adhesive that took out all my edges. She stated also that the back of my hair would grow back under the wig.I was devastated and immediately advised the manager (***************************) at the location. She agreed with me after seeing the hair and advised it was not the hair she selected. Supposedly, she went back to the original HairClub sales representative to let them know what had happened and it was unacceptable. However, in all honesty, she too (the manager) was part of the initial virtual consultant meeting, which was scheduled for a face-to-face meeting that never occurred. Also, ********, the manager, agreed with the sales representative and provided the hair type that in no way matched my very own hair at my initial appointment. The manager also advised me that there was no way my hair would grow underneath that adhesive-glued wig.After, many apologies from the manager, she convinced me to come back and take part in another program to grow my hair and they would adjust my contract with Choice Funding since I did not go through the original program (Xstrands +)and there was a price difference. So, ******** (manager) got with the Sales Rep ******** and ******* manager to change the program from the Xstrands + to the *** Extreme Hair Therapy Regrowth program.Quickly, I discovered that HairClub was not in good faith holding to their end of the contract. Especially, regarding the price adjustments for the *** program change; and, I discovered later, the Lasier Cap overcharge. I was still trying to work with HairClub but never received an apology, or a call from anyone at the Headquarters nor was I allowed to speak with anyone. My only conversation was with the office manager (***************************) at the ************************** was playing the liaison between HairClub's upper management and myself. She told me one thing and then did something else entirely that strayed from our discussion with one another.I pleaded with HairClub to straighten my bill out with Choice Funding and I called and tried to handle things with Choice Funding myself. I even gave ************************* at Choice Funding the name of a Public Relations ****************************************** whom I finally got in touch with and she too, was astonished about the entire situation. **************** and I talked via phone several times, and my daughter witnessed the conversations with both ************** and ****************. She (****************) agreed that someone at Corporate (top) should have contacted me with an explanation and a fix, immediately. She promised to get to the bottom of the situation and get back to me but asked me to allow her time to investigate. She wanted me to allow HairClub a chance to correct things but I explained to her that the relationship at that point had been destroyed. She then, said it may take a while but she promised to get back to me with an adjusted amount since I only had one treatment of the second program tried with HairClub. Unfortunately, I have not heard from her anymore nor has she answered or returned my calls. I even called and left messages for ************** at Choice Funding but no response. As stated earlier, I got a call from a *****************. I explained to all parties involved that I only wanted to be treated fairly with a price of what I owed for the one treatment (*** REGROWTH THERAPY TREATMENT) I received on my hair, the Laser Cap (the accurate price), and maybe home products I received but I never heard from anyone at HairClub nor Choice Funding about a price adjustment, even though I was told by manager (********) I would get one, per her conversations with her ********************* team and the **************** team. I am filing this complaint for assistance because I do not want this negative impact on my credit report especially since it is due to HairClubs negligence, no fault of mine. Sincerely, Ms. *************************

  

  Business Response

  Date: 11/06/2023

  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: 11/07/2023

  Hello, BBB,

  The assistant manager, *************************** reached out to me today, 11/07/23, and we discussed the following information listed in my below text to ********

  Hello again, ********,
  Per our conversation, I would like to request some type of itemized breakdown for the one Hair Regrowth Treatment I received. As well, I need the itemized breakdown for the Hair Regrowth Products. 
  
  Of course, the Laser Cap was reflected on the website so, I am good with the accurate reduced cost of it. 
  
  Please understand, due to all the issues, concerns, and mistrust, I just want to see in writing what I am actually being charged for before I agree to the amount stated during our earlier conversation. 

  - Laser Cap: $1499.00 plus tax = $1603.93

  - Only Products Received (scalp massager was never received): $200.00

  - One EXT HAIR REGROWTH TREATMENT: $165.00 without any tax. 

  If any further questions or concerns, please do not hesitate to contact me. 
  
  Respectfully, 
  Mrs. *************************

  Customer Answer

  Date: 11/07/2023

   
  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 if the request, per my conversation and text with the assistant manager (***************************) at the ******* location which transpired today, Tuesday, 11/07/23 is warranted. Text reflected below: 

   

  Hello again, ********,
  Per our conversation, I would like to request some type of itemized breakdown for the one Hair Regrowth Treatment I received. As well, I need the itemized breakdown for the Hair Regrowth Products. 
  
  Of course, the Laser Cap was reflected on the website so, I am good with the accurate reduced cost of it. 
  
  Please understand, due to all the issues, concerns, and mistrust, I just want to see in writing what I am actually being charged for before I agree to the amount stated during our earlier conversation. 
  
  If any further questions or concerns, please do not hesitate to contact me. 
  
  Respectfully, 
  Mrs. *************************

   

  Sincerely,

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

   

  Customer Answer

  Date: 11/09/2023

  Hello again, ********, 
  I am a bit confused with what you have sent me versus what we discussed over the phone, on Tuesday, 11/07/23. 
  
  
  Please Note: 
  
  
  You indicated I would get the Laser Cap for $1499.00 plus tax = $1603.93, as I saw it on the website. 
  
  
  The product I received was $200.00. 
  
  
  The one EXT Hair Regrowth Treatment I received was $165.00 and you were not going to charge me taxes. 
  
  
  The total cost of everything you communicated to me on Tuesday, 11/07/23 was $1968.93. 
  
  
  Now, Unfortunately, what I have received today, Thursday, 11/09/23 in an email from you does not reflect what we discussed. Therefore, I would appreciate a call to discuss (especially, the Laser Cap price) so I can understand exactly, what I owe and exactly what ********* will communicate to Choice Funding that I owe. 
  
  
  The reason is, that I want to pay this invoice in its entirety, ASAP, without any finance charges, and get this all behind me. However, I can not sign the document until we have an accurate amount of what I *** and are in agreement. 
  
  
  Also, ********, I paid $850.00 down payment. Therefore, that $850.00 down payment needs to be deducted from what you calculated I owe. 
  
  
  Again, please respond in email so we will have a paper trail (documentation) for both of our records. 
  
  
  Thanks and I look forward to hearing from you. 
  
  
  Respectfully, 
  Mrs. *************************
  
  
  
  

• Initial Complaint

  Date:10/30/2023

  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.

  Although there were initial photos taken and the salesperson gave their interpretation, there should have been a hair analysis done after four months, and there should, according to the hair technician I am assigned to, some visual change at six months. I have been to the hair club for men seven times now in nine months, as I skipped one and canceled the other.At the end of four months, there was no visual change and no change in shedding, a quarter size of hair each time showering. I was told I needed to double up on the supplements they give out, which in fact, turned my stomach sour, so I went back to what the bottle says.On my last and seventh visit, I was told the Maxxam Medium Hold Gel did the same thing as the *** ETREME Scalp and Follicle Enzyme Cleaner and was provided that instead of the Cleanser - I didn't say anything, as I realized again, I was being lied to.I haven't had an Analysis of my scalp or hair, and I have been through seven visits/treatments. The visits include a haircut; when I've asked to keep it long, the technician gets upset, huffs, and then trims a little off. My hair looks so bad that I've had to get a haircut twice outside of the hair club, as the technician cannot really be bothered and goes through the motions.In contacting customer service, there is none, no answer; leave a voicemail. In chatting online, that person could not provide me with a corporate address or officer or counsel for the company, saying that he could send my information to an area manager. Not helpful.The money paid has resulted in no change in my hair, no change in the shedding, or the amount of shedding. In not receiving an analysis, which now should be two of them, and in receiving false information, I feel I have been discriminated against.

  

  Business Response

  Date: 11/01/2023

  Thank you for forwarding ************************ complaint to our attention. Please give us the opportunity to investigate and discuss his concerns with the center manager, and the area director. We are disheartened to hear ************************ is dissatisfied with HairClub. 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.
  
  Thank you.

  Customer Answer

  Date: 11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for response.
  
  I have also left a return message for the are manager who called from ************
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20800784
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for response.
  
  I have also left a return message for the are manager who called from ************
  Sincerely,
  
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/08/2023

  Please note that we are currently investigating the allegations and request additional time to submit our proper 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.

  Thank you.

  

  Business Response

  Date: 11/10/2023

  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.
  
  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. The Director of Sales ***** Best will be issuing ******************** a partial refund, as full accord and satisfaction of all claims and demands that client has or may have against HairClub.
  
  In case that ******************** have any further questions, we invite him to remain in contact with the center manger ********************* to discuss. We are committed to our clients satisfaction.
  
  Thank you.

  Customer Answer

  Date: 11/10/2023

   
  Better Business Bureau:
  
  I have reviewed and accepted the response, and release made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/27/2023

  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.

  My experience has been horrible to say the least. Experiencing 3-4 different managers to Stylist nothing has been consistent. Also recently not having a ******/stylist to cut hair in over 4 months. Been going for 6 years and has always been a disappointment time after time. The very first time I went they got my hair wrong giving me a ******************* and tried to argue with me saying its mine when I have a totally different texture. I recently went for September for my wedding, the biggest day of my life to get the wrong thing again. After being told it would be ready when I got on the plan 3 months prior, and was promised the correct hair would be there. I embarrassed myself on my wedding day and lost my confidence. Especially being a professional basketball player because of this experience has made me decide to stop playing. I can never trust this place again! I spoke with the assistant manager who told me they had a different type of hair on file when I never gave them that type, my hair never changed other then the stress of losing my hair with dealing with Al the inconsistencies. I came back after my wedding and Honeymoon since I had no time they ended up getting something from the back that's close to my hair. I requested my refund and also canceled the plan! The plan canceled but have not received my refund . I was told its pending approval when I called, but have not heard from them in over week!Received a text from the assistant manager 10 days after I messaged and called her personal number which was given to me as well as the company phone. Was told the system is down and still has been a week since Ive heard back. Doesnt add up for a so called established company to have their system down for that long.

  

  Business Response

  Date: 11/01/2023

  Thank you for forwarding ****************** complaint to our attention. Please give us the opportunity to investigate and discuss his concerns with the center manager, and the area director. We are disheartened to hear ****************** is dissatisfied with HairClub. 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.
  
  Thank you.

  

  Business Response

  Date: 11/07/2023

  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.
  

  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 *************. The Regional Vice-President ********************************* reached out to our client via telephone on 11/1/2023 and discussed his concerns with him directly.
  
  In case that ************** have any further questions, we invite him to remain in contact with ********************************* to discuss. We are committed to our clients satisfaction and look forward to continuing to work with ***************
  
  Thank you.

• Initial Complaint

  Date:10/25/2023

  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.

  Been with hair club for 3yrs..1sr 2yrs good..Mar of this year curl wasn't right..got by for 4months..Jun 28th2023 curl not right.and all going forward.had to wear for over 3months..Oct 16th new unit put on curl still to loose.had new tech do it and same results..now i,m stuck for another 3 months.talked to **** each time and had no solutions.finally talked to new stylist and gave me some things they could try. I have been patient but my patience is wearing out..not getting a good product for about a year.

  

  Business Response

  Date: 11/01/2023

  Thank you for forwarding ************************ complaint to our attention. Please give us the opportunity to investigate and discuss his concerns with the center manager,and the area director. We are disheartened to hear ************************ is dissatisfied with HairClub. 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.

  
  Thank you.

  

  Business Response

  Date: 11/07/2023

  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.
  
  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 *******************. The Regional Director ****** El-**** reached out to our client via telephone and discussed his concerns with him directly.
  
  In case that ******************** have any further questions, we invite him to remain in contact with ****** El-**** to discuss. We are committed to our clients satisfaction and look forward to continuing to work with *********************
  
  Thank you.

• Initial Complaint

  Date:10/25/2023

  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 have been a very pleased member of Hairclub of ******,**** for over twenty years until the last several months. Problem occurred with scheduling of appointments and hostile behavior by office manager who yelled I dont care how long you have been a member or how long it takes you to get here, I will not be disrespected. in response to my complaint of driving all this way and not receiveing my new hair. She then tried to bully me into accepting a stock hair piece referred to as priority hair instead of custom ********* hair that I had paid for. I refused the offer. However, I. had to accept this inferior product because my old unit was way past due. I was forced to take a unit that was too large and the wrong color. I was then sold a coloring shampoo that I was to use to lessen the obvious difference. I did not pay thousands of dollars to settle for hair that was too large and not the correct color. At age 79 and twenty plus years membership I will ignore ****** grossly unprofessional and ignorant behavior but I will not accept a product that does not equal what I have come to expect from Hairclub.

  

  Business Response

  Date: 11/01/2023

  Thank you for forwarding ******************** Complaint to our attention. We are disheartened to hear ******************** is dissatisfied with HairClub. Our Regional Vice-president was able to reach ******************** via telephone and discuss these issues with him directly.

  Thank you.

  

  Business Response

  Date: 11/07/2023

  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.
  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 ****************.
  In case that *************** have any further questions, we invite him to remain in contact with Regional ********************************************** to discuss. We are committed to our clientssatisfaction and look forward to continuing to work with *****************
  
  Thank you.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20779951
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/22/2023

  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 July 7, 2023, I had an initial consult with ********* for my thinning hair. They took some detailed imagery and created a ***************** treatment plan that they advised could reverse the loss over an 18 month period.On July 20, I had my first salon visit. HC said their computer system was down, so they did not have the imagery or information from the consult. The salon treatment was different than described in the initial consult, and was very slow and disorganized. At the end, when it was time to collect the products for use over the next month, HC said they were out of stock on some of the product and would have to ship it directly to me. This product never came. The manager, *************************, asked me how it went and I let her know that it was very disappointing. She provided her card and we had a follow up call. She requested that I give it another try with a different stylist. Our call got cut off, and when I called back, the phone system was down. When I called back on another day, they told me that due to some staffing issues they did not have as many slots and the next available time was in October even though it was supposed to be a monthly treatment plan. On October 19, I arrived for my second treatment and once again the entire system was down. They did not have my treatment plan and could not take any imagery. The new stylist, as they told me they had fired the previous one, kept asking me about the steps and products, saying that was it unusual and following a different approach. A misunderstanding lead to my trim becoming a full buzz, and the stylist crying about how bad it was. When the manager came to ask what she could do about the situation, I suggested that we needed just acknowledge failure and refund the remaining 16 months of product and treatments, paying only for products used and services rendered. She said she was not authorized to do that, so a regional director would be contacting me, but that has not happened.

  

  Business Response

  Date: 11/01/2023

  Thank you for forwarding Mr. ******* complaint to our attention. Please give us the opportunity to investigate and discuss his concerns with the center manager, and the area director. We are disheartened to hear Mr. ***** is dissatisfied with HairClub. 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.

  Best regards,

  

  Business Response

  Date: 11/07/2023

  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.
  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. The Director of Sales ********************* issued ****************** a refund in the amount of $4,706,50 to the original method of payment, as full accord and satisfaction of all claims and demands that client has or may have against HairClub.
  In case that ***************** have any further questions, we invite him to remain in contact with ********************* to discuss. We are committed to our clients satisfaction.
  
  Thank you.

• Initial Complaint

  Date:10/02/2023

  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 a glamorous woman. My hair is very thin. I have gone to Hair Club for Men (HCM) for the last 10 years spending $5700 per year. billed monthly. You sign a yearly contract to have custom hair systems made. They measure your head and you select color, length and density. Every 4 months you get a new hair piece and it should be the same as the last. NOT even close. Last year we were making my pieces smaller and smaller, to eventually lessen the amount of hair I would have to wear. You have monthly salon visits to wash and remove the piece, shave your head to fit the dimension and have it glued back on. 5 months ago they installed a large hair piece that was not custom. Nor did they reveal this. They shaved my head to fit it - a swath larger than my custom pieces. And because it was too large it rumpled in front. The following month they shaved my head again to fit their piece. On the third month, I went to another salon in their chain. The stylist removed and reinstalled it and asked me, "How do you like it?" after the blow dry. "Where are my bangs? I asked. "I had bangs.". She said, "They have been putting your wig on backwards." The backs of pieces have number tags, which is how she knew. Then she cut new bangs so they were in front AND back. FOR THREE MONTHS I was wearing the wrong piece and two of those months, backwards. The next piece was worse, not custom and not told. A different color and too big. So again they shaved my head to fit it. The front and top of this piece is so thin I have to buy filler products or hide my hair with scarves. Finally my own custom piece came in. Because they shaved so much of my head my own piece is too small! It won't cover the baldness they created. I have pictures and proof. They did the same thing to me 3 years ago! It's a traumatizing pattern of lies, deceit and disregard. I've removed my credit card and contested 6 months of their charges with Mastercard. HCM offered me 2 months refund and to cancel their contract.

  

  Business Response

  Date: 10/18/2023

  The regional vice president and the regional director are working together to resolve this issue. We need a little more time for a final and concrete response to the BBB complaint.

  Best regards,

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

• Initial Complaint

  Date:08/19/2023

  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 3/30/23, I became a member of ***************************** and we paid $3,036.00 for **** Xtrands, haircuts, **************** hair loss supplement pills, "EXT." It was challenging to get an appt but on 5/6/23, 500 strands were inserted and I received a brief haircut. I was to return in June but there was another delay in being seen. On 6/23/23, a lady from ****** called to say that their hairstylist had quit and they were going to have to close their **************** office, very possibly permanently, and would I be interested in driving to ****** or be refunded for the remaining unused amount. Being too far away, I asked for the refund. She stated it would take "a while" as they were working on refunding a number of clients. Being almost two months since that phone call, on 8/12/23 I called their corporate office in **********, ** and left a message for them but no one called back. So on 8/16/23 I called again and spoke with ***** who stated that someone handling these cases would call me back within 24 hours but I have not heard back. So, in almost five months I have had 500 Xtrands inserted which, by the way, fell out soon after insertion. All the staff from ********* has been friendly and polite. The problem is the lack of responsiveness and refund that we should have already been reimbursed or at least provided an update on what the status is. We also were never provided a copy of the contract or receipt of any kind.

  

  Business Response

  Date: 09/12/2023

   #******** *********************************

   

  The member has accepted the refund, and has also agreed to withdraw the BBB Complaint once she has received the refund back to her credit card, which will take up to three business days.

  Customer Answer

  Date: 09/13/2023

   
  Hi Better Business Bureau:
  
  I have heard from ********* and the issue is now resolved. Thank you so much for your help. I will remove/delete the post. 
  
  *********************************

• Initial Complaint

  Date:08/10/2023

  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.

  Paying for new hair that the company is not providing. For four months ********* has schedule an appointment for a new hair system. But at the appointment they indicate that it has not arrived and service the existing one. The ****** ** office cannot confirm when I will get it . This is not the service they committed and charge( over $4,000 yearly)

  

  Business Response

  Date: 08/25/2023

  We were collectively saddened to hear about the lack of ordered hair in center for the complainant. Since learning of the issue, we've increased the ordering pattern and placed a rush order from our factory overseas. While in the interim we were pleased the staff in center did their best to give the complainant a reasonable substitute, we're sorry to learn those did not live up to standards or expectations. The expedited order should arrive within the next few weeks, so we've taken 50% off September's fees in lieu of the hardships faced by the complainant. Without question, we apologize for falling short of expectations and, collectively, we wholly endeavor to repair the relationship and continue being the preferred hair solution company for the member for the foreseeable future. Lastly, we hope this satisfies the complaint and proves we act in good faith to continue our relationship.

  Customer Answer

  Date: 09/03/2023

  Corporate office indicated that problem will be resolved , however still waiting. Also indicated that my monthly fee will be discounted, this has not happened 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20449818
  
  I am rejecting this response because:

  
  Corporate office indicated that problem will be resolved , however still waiting. Also indicated that my monthly fee will be discounted, this has not happened
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/14/2023

  The member has accepted the following options.

  1.  His monthly fee will be frozen for the next two months.

  2.  Head of hair has been expedited to have the member serviced in a timely manner.

  Customer Answer

  Date: 09/14/2023

  Hair system has been promised, but have not received it yet 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20449818
  
  I am rejecting this response because:

  Hair system has been promised, but have not received it yet
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/20/2023

  Currently at this time the member has an appointment for the new application of hair this coming Friday, September 22, 2023.  I will update all information.

  

  Business Response

  Date: 09/20/2023

  
  Currently at this time the member has an appointment for the new application of hair this coming Friday, September 22, 2023.  I will update all information.

• Initial Complaint

  Date:07/18/2023

  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.

  The beginning of January I signed up for a Hairclub. I am losing the front of my hair line and they assured me I would grow it back. They also assured me that if I did not see a significant amount of growth within four months, I could cancel my membership and they would refund me the remaining amount. I have lost more hair with the ********* then before I signed up. I contacted the ********* explaining to them. I am not seeing any new hair growth and I am losing more and more hair. This is very traumatic for me as a woman. Ive wasted over $4500 already with *********. They owe me $1957 for seven sessions remaining. Theyve agreed to refund me $1106. I feel like this is extortion because they lied to me, misled me and now they are refusing to pay me the full amount Im owed. This entire company is a scam. Theyre using over-the-counter products that arent working. And I have agreed to take the $4500 loss but I am not agreeing to taking 50% of what they owe me. This is not fair as the consumer. They are stating that the hair scopes are showing hair growth. This is a lie because when I was in there last, I asked them if they could show me before and after, and they had no record of the beginner scopes. They didnt get to save them. Now theyre lying to me and saying that the scopes show new hair growth. Please help me in getting the $1957 I am owed. Thank you for your time. I have plenty before and after pictures as well as my entire conversations with the *********.