Complaints

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:09/22/2023

  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 visited this Salons **** ***** location (my guess is this location may not be properly registered based on what I experienced on the day in question) on Saturday, September 16th, at the instruction of my stylist, *******, for the following services: partial highlight, toner, haircut. According to the price list posted on the ****** website (and my past itemized receipts), the costs of these services based on the stylists level were $267.00, $45.00 and $120.00, respectively. This would have come to a total of $432.00. ******* is whats known as an artistic director level stylist, the most qualified and most expensive. I have been a client of Demariss since 2018 or 2019. Until this day, I had only seen her in the Salons Bay to Bay location. The salon had moved her permanently to the **** ***** location, and I agreed to travel a little further for her. It was difficult appointment because I had to ask another customer to stop having a conversation with ******* while she was coloring my hair, and ******* was extremely angry. ******* uncharacteristically gave me a hideous haircut, even though she knew the entire reason for my earlier than usual visit was because I had a very important work trip coming up. I figured the bad haircut was the consequence of my decision to speak up and I was simply interpreted it as the end of a long relationship. I was going to pay and move on. When I approached the counter to pay, I was shocked when the girl checking me out informed me the total cost of the visit was $578.00! She claimed I received a full highlight, but even if that were true (and I have pictures to show it wasnt), the maximum cost for a full highlight was $321.00. There were also one or two other unsubstantiated charges. I protested but was met with a threat of physical violence by the girl, ***************************, who literally came around the counter and threatened me. She refused to provide an explanation and threaten to hurt me if I didnt pay. I paid and left.

  Business Response

  Date: 02/19/2024

  In response to the complaint filed by *****************************, we would like to provide a detailed account of the interactions and circumstances leading up to the unfortunate incident that occurred on September 16th at our **** ***** location.
  ***************************** first became a client of ******* on December 3rd, 2022, at our Bay to Bay location, where she received a women's haircut. Over the following months, ******** visited our salon regularly, approximately every 8-12 weeks, for various services including root touch-**** haircuts, and most notably, a full highlight and regrowth service on May 26th. These appointments were part of a consistent pattern of care provided by *******, who has always been committed to delivering exceptional service to all her clients.
  

  On September 16th, ******** visited our **** ***** location to receive a full highlight, regrowth service, and haircut from *******, who had recently transitioned to working permanently at this location. Unfortunately, during her visit, an altercation arose between ******** and another client, *************************. The dispute was rooted in a misunderstanding regarding the attention provided by ******* during the service. We understand that emotions ran high, leading to an uncomfortable situation for all involved.
  

  When it came time for ******** to settle her bill, she expressed concerns over the pricing, attributing the increased cost to the earlier verbal altercation. It is important to clarify that the price adjustment was due to a salon-wide increase in service costs that had been implemented since her last visit, in addition to the use of additional color products necessary for her service. This was communicated to ******** by ******* prior to the start of her appointment.
  

  We understand that misunderstandings and disagreements can occur, and we are committed to resolving them in a manner that respects the needs and concerns of all parties involved. To this end, we invite ***************************** to reach out to our salon manager, *****, at her earliest convenience. ***** is fully apprised of the situation and is eager to discuss a mutually satisfactory resolution. We believe that through open and respectful communication, we can find a way to address ********'s concerns and hopefully restore her faith in our commitment to providing outstanding service.
  

  Please contact ***** directly at ************. She will be more than happy to speak with you to discuss how we can move forward positively from this incident.
  

  Including this invitation in your response underscores your salon's proactive approach to customer service issues and your dedication to maintaining a positive relationship with your clients.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 20638590
  
  I am rejecting this response because:

  I reported the fraud with my bank and I eventually received an adjustment for the egregious and unlawful overcharges. Also, an employee of this salon (*****) threatened me with physical violence and the owner defended her. This is a terrible, criminal business. 

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

• Initial Complaint

  Date:09/12/2022

  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.

  I went to Monaco for extensions. I paid over $1000 (after being quoted $700 something). Then the girl put them in horribly. I went back the next day and said just take them out.. so they took them out. I rescheduled an install and they were horrible caused a significant amount of hair loss. I want a refund for damages done to my hair and the quality of their hair being s***

  Customer Answer

  Date: 10/17/2022

  I went to Monaco for extensions. I paid over $1000 (after being quoted $700 something). Then the girl put them in horribly. I went back the next day and said just take them out.. so they took them out. I rescheduled an install and they were horrible caused a significant amount of hair loss. I want a refund for damages done to my hair and the quality of their hair being s*** THIS IS MY SECOND COMPLAINT TO THE BBB BECAUSE THE BUSINESS DOES NOT RESPOND. I AM DEMANDING A REFUND BEFORE I BLAST THEM ON SOCIAL MEDIA FOR NEGLIGENCE. THEY RUINED MY HAIR!

  Business Response

  Date: 02/19/2024

  I hope this message finds you well. I am writing to address the complaint filed by *************************** against Monaco Salon. We take all customer feedback and complaints seriously, and it is our aim to provide both clarity and resolution in this matter.
  

  Upon thorough review of our records, I would like to clarify that *************************** has not received any hair or extension services from our artists at Monaco Salon, except for a complimentary extension check-up conducted by our specialist, ******* This check-up took place without any charge to **************.
  

  Regarding the financial aspects of her complaint, ************** indeed utilized an account credit towards a purchase of hair products on June 27, 2022. The total amount of this credit was $368.70, which she applied to the purchase of 11 wefts of our premium 22-inch Monaco hand-tied wefts at our **** ***** location on July 1, 2022.
  

  Further, ************** visited our Bay to Bay location on July 2, 2022, for a follow-up extension check-up with ****** an appointment that, again, was offered complimentary as part of our commitment to customer satisfaction.
  On July 11, 2022, ************** made an additional purchase of one weft of our 22-inch Monaco hand-tied extensions. This visit marks her last recorded interaction with Monaco Salon.
  

  I assure you that Monaco Salon is deeply committed to the satisfaction and well-being of our clients. We strive to provide not only exceptional service but also clear and transparent communication regarding our products and services. It is our hope that this detailed account helps in understanding the transactions and interactions that took place with **************, and demonstrates our dedication to rectifying any misunderstandings.
  

  We are eager to resolve this matter to the satisfaction of all parties involved. Should you require any further information or clarification, please do not hesitate to contact me directly.
  

  Thank you for your attention to this matter.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 18007442
  
  I am rejecting this response because: You are failing to acknowledge that the girl that put my extensions in RUINED my hair. I had to pay another salon to remove the wefts that the girl put in my head because it was that bad. There were crosshairs everywhere and the beads had too much hair in them and caused tension on my natural hair. You are failing to acknowledge that. I went to ****** crying to remove them because they pulled so bad I had a migraine. I gave the stylist another chance and again she messed up royally. 

  Acknowledge you messed up, own it, take it as constructive criticism and give me every red cent I spent back.

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