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:01/10/2023

  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.

  I have been a member of the ********* since 2008, and as such, I pay a monthly fee that entitles me to two weekly services and hair products. Three years ago, I elected to only come once a week because of my work schedule. I have been satisfied with the services that I've received until recently. For a six week period from June into August, I did not receive even the weekly services that I'd been getting previously. I tried on many occasions to call the local branch (on Loop 410 in ***********, **) but most of the time, no one would answer, and on the rare occasion that someone did, they would tell me they would fix the problem, but then didn't. Because of the lack of responsiveness of the local branch, I called the main customer service line and explained my problem to *******************************. He told me that he would contact either the local branch, regional management, or corporate headquarters to resolve the issue. I didn't initially hear back from him, but after attempting to contact him several times, he eventually called back and said that while he couldn't help me, he would put me in touch with someone who could. I never heard from ********************** again, despite attempting to contact him many times via phone and email. My weekly appointments resumed in September, but I don't think it's fair that I paid more than $800 ($600/month for six weeks) for a period of time when I didn't receive any services.

  

  Business Response

  Date: 01/18/2023

  Thank you for this feedback, we're pleased you could reach out to us to help understand your situation. We're currently reviewing and investigating your claim with the center. Please expect a complete response before the end of this week.

• Initial Complaint

  Date:12/12/2022

  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.

  Like most business's in ********* and *********, **, ********* at *********************************************************************** turned out to be one of them, after a long conference in their office I explained to them that I had problems with others that they were my last hope. They promised me heaven and that will not be my last hope, but my last stop. Instead, they took my money around $1,700.00 dollars and I have tried to contact them since the next day, to no avail. I have spoken to the ***** (homebase) and they helped me get in touch with ******* who is the front desk lady and promised to let ****** and the stylist know that I have some concerns regarding the way the order was placed and just wanted to clarify this. I called ********* to talk to ****** or the stylist around ten times. They promised to call back and they never did. For those reasons I want the order stopped and my money back, every ***** ($1,695.00). Thank you very much,*******************************

  

  Business Response

  Date: 01/02/2023

  On behalf of the center in *********, we understand ************************ claims have been satisfied and he's been scheduled the necessary appointments to ensure he's well-taken care of. If the member's agenda has changed, or if the situation isn't resolved at the center level, ******************** may contact me directly at ********************* or call me directly at ************ for further assistance. 

   

  SIgned,

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

  Service Development Manager

  HairClub Corporate 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18561666
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18561666
  
  I am rejecting this response because:

  Received you letter with the hair club of ****** answer to you on my complaint. This is to let you know that everything they did was wrong and they are redoing everything per ***************************, Lead Stylist in ********* I reject the ********* in ****** assumption that the case was handled properly until all the work is completed. I am now calling *************************** to find out the status of the product.

  
  

  Case rejected temporarily.

  
  

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

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

• Initial Complaint

  Date:10/15/2022

  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.

  I visited ********* ******, ********** August 30, 2022 for consultation. After a quick assessment I was measured for hair and scalp assessment done. A contract was produced and I signed and made a payment of ***** dollars Cdn. The manager attempted to process another payment of ***** dollars however my card has a daily limit. She told me to let it go for now until next time. At the same time another payment of $6, ****** was process on Affirm payment plan. I was told to await their followup call for my first salon visit. three or four weeks went by when I realized I had not heard from them, I called the salon/office. No explanation was given and I was booked for October 14, 2022. At the time of the visit the manager and a new employee looked at the condition of my hair and asked me if I was going for an "Afro hair" style. I replied 'no' I never agreed to cutting my hair. During our first meeting the manager was overheard telling the stylist to order a short Afro. My hair is not short. She did not confirm anything with me. I also recall our next telephone consult when I asked for confirmation that she would not be cutting my own hair. On October 14, 2022 she is telling me and the new stylist that she ordered a short Afro hair by mistake. She later ensured me that I will receive a complimentary hair bundle to replace this one. I left the office feeling uncomfortable and most importantly I felt that my needs were not met. Each time I tried to request information, she would intervene to prevent me from offering my own thoughts and feelings. It was condescending and rude. When initially I was on board, I now left the salon feeling let down. Two months have come and I could not get my hair concerns addressed. I am left with promises. I tried to get them to refund me my payments but they told me that it is too late, I only have three days past the initial visit to do this. This is nowhere to be found either on the website or in the contract .

  

  Business Response

  Date: 11/04/2022

  To Whom it May ***************** were collectively dismayed to hear of *********************** displeasure in dealings with the *********************. Once we received this complaint we launched an internal investigation to ensure our people and processes were performing at or above the standards set forth by our company. Initially, the collective ask of ********************* was either (1), a complete refund, or (2) a simple transfer to another corporate center within a relatively close proximity to *********************' home. We collaborated with the regional leadership to not only assure the transfer to another center was seamless, but additionally oversee the transfer was met and welcomed by the superlative staff in ***********. ** Friday, November 4th, we received an email from ********************* which declared "[her] employer has placed [her] in a strike position which now limits income to only essential life sustaining expenses." Therefore, because of the unfortunate happenings in the *********************, as well as taking into account *********************' current financial status and difficulties therein, we've agreed to her original request for a refund. In the coming days ********************* should expect to receive a refund and release agreement... She should fill out and return the agreement expeditiously, and expect her refund soon thereafter. 

  We now consider this matter closed, however, we'd gladly welcome ********************* a return to HairClub so she may regain her preferred look as soon as the opportunity presents itself. 

  Customer Answer

  Date: 11/04/2022

   
  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:10/01/2022

  Type:Sales and Advertising 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.

  8/12/2022 - I went in for a consultation in the *******, ** office. During the consultation they provided me with a solution for hair lose with financing through ****** financial. I called them on 8/30 advising I needed to cancel due to being laid off. I reached out to ****** and ********* and after conversation with ********* they said when they received the cancellation from ****** they would cancel the loan and refund me my $500 down payment, as I had received no services. I began to get phone calls regarding late payments and ****** advised they canceled all but ***** due receiving product and services. The representative I spoke with on 8/30 verified I had not received anything. ******* then says when I spoke with her on 10/1 that they had ordered hair and that is the price for the hair. They never called and said they had hair. Never notified me that I would be charged even though everything had been canceled and that I was reassured that everything would be canceled and refunded.

  

  Business Response

  Date: 10/06/2022

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

  Customer Answer

  Date: 10/06/2022

   
  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. They had reached out to me and also agreed to refund the full amount. I am satisfied with this. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18153115
  
  I am rejecting this response because:

  They refunded $500 to my credit card but did not refund the financing company $1,000 that was promised. Because of this I have been receiving late payments from Choice payments finance company. I signed a letter stating all monies would be refunded if I did not say anything bad about them on social media. I have contacted them numerous times regarding the refund, with no call back and being told it will be escalated.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/05/2022

  Our records show the refund was completed on November 2nd. Additionally, we've been trying to contact the complainant (with no response) to follow up and assure communications from CHOICE resemble our records. Please return correspondence from our *********** Team to assure timely resolution in this matter. The complainant may call me, *********************, directly at ************. Thank you!

• Initial Complaint

  Date:09/27/2022

  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.

  September 24, 2022 I attended a free consultation at the ********, ** location. I spoke with a man named ***** who was my image consultant. He gave me two options. A 12 month agreement or a 6 month agreement. I decided on the 6 month agreement and was told I could pay $2,000 up front and the rest later. that same day I felt apprehensive about a few things and decided I didnt want to have the membership anymore and decided to try and cancel before they started services to avoid wasting their time. The contract i signs states you will receive a full refund if you fill out and return a cancellation contract I contacted my image consultant and he told me he just wears hair and that he could not help me. I spoke with ********* and she said I could most definitely cancel but did not tell me how. I finally called corporate and spoke with a lady I dont remember her name but she told me that I had to write a latter and mail it in order to cancel and they it takes 30 days to receive a refund. I then spoke with ******* who told me she could not email a copy of the cancellation contract that she would have to get in touch with the consultants I saw in ********. Then I received an email from ******* with the cancellation contract. The cancelation contract is a joke. Its all about protecting them and nothing about your refund I called the credit card company and found out the charge is pending and to ask them to reverse the payment. I just want my money back. Please . Im also not trying to sound rude or discriminate but they tell me it takes ******************************************************************************** It will only take a week to get my monies money?? I also have pictures of my receipt stating that I made a $2,000 payment.

  

  Business Response

  Date: 09/28/2022

  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.

• Initial Complaint

  Date:09/25/2022

  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'm having problem with my hair at a particular spot so I decided to consult hairclub. On my visit, I met with Ms. ****** After a long explanation of my problem, ***** told me they can fix that. She asked my SSN to provide me financial assistance. I was desperate and was looking for an answer so I was okay with her as far that I can have my head full of hair. After couple months, my scalp started inching me very bad et my hair break more at new spot.

  

  Business Response

  Date: 10/17/2022

  Thank you for forwarding Ms. ****** complaint to our attention.  We have had an opportunity to investigate and discuss her allegations with our center staff.

  According to our records,************** first presented to our ********* location on or about February 12,2022 for a hair loss consultation.  After all options were explained to her, ************** opted to enter into our New *** 4 ****** Services Agreement (the Contract or Agreement) for four (4) months of *** Extreme ************ Services at the total cost of One Thousand Three Hundred Seventy-Seven Dollars and Seventy-Two Cents ($1,377.72).  Under the Agreement, ************** was entitled to receive four (4) ********* Products Kits, four (4) **************** Appointments, two (2) In-Salon Laser Treatments, and two (2) TrichoView Progress Reports, and she received all benefits during the contract period.

  We are disheartened to hear *************** is dissatisfied with the results of the Extreme ************ Services.  However,pursuant to Section 5 of the Contract, *************** is not entitled to a full refund.  As set forth in Section 5(g) of the Contract which she signed, ************** acknowledged that improvement of her scalp and the appearance of thin-looking hair may take up to six months and that minimal additional hair loss may be observed at the beginning of the treatment.  Per Section 5(h) she agreed to be solely responsible for any side effects or complications which may arise as a result of the *** ****** Services.  Sections 6 also sets forth that although deemed safe by the **** there may be unknown side effects or complications.  Our center staff was receptive to Ms. ****** feedback and made numerous efforts to resolve any concerns which she expressed during her appointments.  As detailed in Section 5(e) of the Contract,HairClub has observed maximum benefits from the *** ****** Services in clients who strictly adhere to the regimens and ***********center ***rapy Treatment Appointments, and that adherence to the regimen as advised was her responsibility.  *** center staff spoke with her on numerous occasions to stress the importance of following the *** services regiment for, which included using Minoxidil and laser treatments.  In signing the contract, *************** acknowledged all of these representations.

  HairClub is committed to our clients satisfaction.  We invite ************** to contact our *********** Team Leader ********************* at ************ to discuss this matter.

  Thank you.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18127550
  
  I am rejecting this response because: I don't really know what the business is talking about. when i started having problem, I told them and all they did was to tell me to stop using their products and  go see a doctor because there's nothing they can do on their end to help me. their comment seem so unfamiliar.
  
  ********************************************

  

  Business Response

  Date: 11/01/2022

  Thank you for forwarding Ms. ****** Rebuttal to our attention.  As previously stated, HairClub is disheartened to hear she is dissatisfied with the results of the Extreme Hair ************************** center staff explained to ************** that although there were no guarantees, the best results with the *** program would be observed with a 12 month program and consistently using HairClub's products, laser, and scalp massager. 

  When she began complaining about irritation of the scalp, our staff advised her to stop using the scalp enzyme spray and to apply minoxidil once per day.  At the following appointment during a TrichoView Analysis, the staff did not observe any visible irritation to her scalp and asked ************** if she was using any products other than the *** program products.  When ************** showed the staff a picture of a product she was using which was not part of HairClub's Extreme ************ Services program, they advised her to see a dermatologist since she had questions that could only be answered by a doctor.  Since ************** used products outside of HairClub's program and did not closely follow the *** regimen, she unfortunately may have experienced side effects and did not receive the maximum program benefits.  

  While she is not entitled to a refund, we invite her to visit the ********* center or contact our *********** Team Leader ********************* at ************ after she has been cleared by her dermatologist if she would like to discuss signing up for additional *** Extreme ************ Services.

• Initial Complaint

  Date:08/25/2022

  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 started a year ago. Lost my hair for health reasons. Went to ********** They say yes we can give you hair. Your hair grows while wearing our glued taped hair. False 1 year later my hair is severely damaged. Bald spots etc. I would always ask if my host had bald spots They said oh no and your hair grows with this. Lied They lie to get you to keep paying 4 5. Hundred a month. They are rude to yu

  

  Business Response

  Date: 09/12/2022

  Thank you for forwarding this complaint to our attention.  We have had an opportunity to investigate and discuss these allegations with our center staff.

  According to our records,**************** first presented to our ********** location in 2018 for a hair loss consultation.  After all options were explained to her, she chose not to become a member at that time.  She returned to the center as a walk-in on or about February 23, 2022 and indicated that she needed a new style immediately for an upcoming social event. **************** was not interested in waiting for the graduate results of our EXT Extreme ************ Services and chose to enter into an Xtrands+ Initial 6 Services Agreement for six (6) months of services at the cost of $4,595.00.  She made a deposit in the amount of $1,700.00 with a **** ending in **** and opted to enter into an agreement with third-party lender, ****************************. (Choice Financing) to finance the balance of $2,895.00.  *** center staff rushed her hair order and **************** received her initial head of hair (HOH) and ********* on March 10, 2022.

  On or about June 29, 2022,**************** also purchased a Capillus Pro Laser Cap at the cost of $2,999.00,which she also chose to finance through her account with third-party lender Choice Financing.  At the time of purchase, it was explained that the laser cap is a personal medical device that is non-refundable.  She also acknowledged this policy when she signed the Terms of Purchase on June 29, 2022, which indicated the device was non-refundable.

  On that same date, she decided to enter into a ********** Services Agreement at the Ruby ***** at the cost of $370.00 per month ********************* Fee). *** Ruby ********** ***** entitled her to receive three (3) ********* Services, and six (6) Salon Visits and nine (9) ******** Services to maintain her three customized heads of hair throughout the course of her one (1) year membership term.  Based on her needs, the center staff suggested that **************** sign up at the Sapphire or Emerald *****,however she declined the suggestion.  Approximately four weeks later, **************** contacted the center and expressed her confusion and upset that she did not have any appointments scheduled for services.  It was explained to her that if she needed more frequent salon services, it was best for her to convert to the Emerald *****.  On July 27, 2022, **************** then entered into a ********** Services Agreement (Contract) at the Emerald ***** at the cost of $435.00 per month ************************ Fee).  *** Contract entitled her to receive four (4)********* Services, eight (8) Salon Visits, twelve (12) ******** Services, and a 15% discount on retail products.  *************** seemed pleased and more satisfied with the additional number of membership services at the higher program level.

  During her most recent visit to the center on or about August 24, 2022, **************** stated that she was dissatisfied with the size of her custom hair system and hated not being able to touch her own hair and scalp.  We continuously strive to provide our members with the ultimate experience, and that means working individually with each member to ensure they are happy with their services and journey in feeling better about their hair appearance.  *** center staff further customized the head of hair and sewed in clips.  *** ********** team also educated **************** on proper use and care of the hair clips, and she left the center very pleased and thankful for the services.

  HairClub is disheartened to hear **************** is dissatisfied with our stylists attempts to meet her needs. Our center staff was receptive to her feedback and made numerous efforts to resolve any concerns which **************** expressed during her appointments.  Indeed, she was even kind enough to contact the ********** center and left voicemail messages praising the staff for how amazing they were to her and how they provided hair replacement services in a professional manner.

  Although she is not entitled to a refund pursuant to the terms of her Contract, we have decided in good faith and to amicably resolve this matter to offer her a partial refund to her original method of payment following execution of a confidential Refund and Release Agreement.  We ask that she contact *********** Specialist ***************************** at ************ to discuss resolution.

  Thank you.

  Customer Answer

  Date: 09/14/2022

   
  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:08/05/2022

  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 was released from my contract for Hair ******************** services. I was in contract for approximately 13 years, paying approximately $630 each month. The contract states that any change or release from service would require signature from ********* and me. That did not occur. The local (************) ********* manager (********) called me into the office to inform me of this change. The reason is that ********* is no longer able to provide required services to me. There were no options given to me.Additionally, I participated in *********'s Referral Program, which earned me $400 since 7/9/2021. I have not received the $400 yet. I have inquired several times, in person and via emails. Still the money has not been paid. The point of contact for the Referral Program is *******, from the headquarters location.The release contract was se me t to me in June 2022 via email. I have not signed fearing it would cause me to forfeit the $400 and any other monies owed.

  

  Business Response

  Date: 08/24/2022

  Thank you for providing us with a copy of this complaint. We apologize for the delay in processing ************** referral program payment due to a technical issue, but note that we successfully processed the payment on August 15, 2022 and have been awaiting receipt of her completed W-9.  We ask that she log into the referral system and provide a completed W-9 and the necessary details to received the referral bonus.  We previously reached an amicable resolution ********** due to not being able to provide her services going forward.  Upon our receipt of the signed Refund and Release Agreement which was previously sent to her by the ************ center manager, we can provide her the promised refund of three (3) women's wigs.