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:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 05/17/2025 From: **** ****** Subject: Unpleasant Experience with ************* at Total You Salon This memo details my distressing experience with ****** ******** at Total You Salon, where I sought a pixie cut and extensions for alopecia coverage.I discovered ******** services through ****** and contacted her via Instagram, requesting a pixie cut and weave extensions. Following her instructions, I purchased the necessary hair extensions from a local beauty supply ******** the appointment, I showed ****** a picture of my desired style. She washed my hair and offered a chair massager. After washing, she colored my wig tracks without my consent, claiming they were too red. She then permed my hair, again without prior discussion or approval.While under the dryer, ****** attended to another client. Afterward, she suggested micro links instead of glue for the extensions, but did not discuss the costs associated with this change. As she sewed in the tracks, I inquired about pricing, and she deferred, promising to inform me later.Once the hairstyle was completed, I noticed it differed from my original request; however, I chose not to voice my dissatisfaction. ****** then informed me her glue was dry for the lash extension service I had booked. When I finally asked about the pricing, she presented an itemized list totaling $2,500, which caused immediate panic.I attempted to pay with a debit card, but ****** insisted on ***** only, creating further complications due to my spending limit. After a lengthy discussion, she agreed to split the payment $1,000 via Zelle and $1,500 via debit card, waiving additional fees.Upon returning home, I struggled to share my experience with my partner. We later checked online reviews, revealing that several others had similar negative encounters with ******. This experience has left me feeling traumatized, and I urge a review of her practices to prevent future clients from similar distress.

  Business Response

  Date: 05/28/2025

  We are a Zelle and credit card salon.

  My experience with my guess was friendly and professional. We talk and shared a positive experience with each other. We exchanged social media information and talk about her hair journey with her hair. When she book online she was told that she would have a professional hair consultation when entering the salon. When she approached the salon she removed her head tie , and I proceeded to share with her my evaluation. Upon the evaluation I stated to her every step and asked if she was okay with the services. She started yea and I proceeded she book online for extensions,, the hair she purchased was totally off from her color so I had to match the extensions with her hair and she said she was okay .. I can supply salon camera footage if need. When at check out time she received her bill and was fine until the bank wouldnt let her transfer. So she paid the credit card fee for the balance and gave a very generous tip. We took pictures outside of the salon of her finished look she was happy and rebooked her 2 week appointment and said she loved her micro link . She dm on ig to send a breakdown of her receipt and I sent when I reached my destination I was driving when she sent the message. After I sent the receipt we talk on her cellphone phone she said she received it and would see me in two weeks.. she never stated any types of negative concern except when dealing with her bank on the phone about how much her day limit was. She apologized for not being able to pay all by card. I told her it was okay you received micro links .. review are not fair because you are not hearing the salon owners voice. I have had several women write a bad review and remove it because they realized the impact it has on a Business so I have tried call and no response. And the social media platform that she used to contact me has been deleted. Why would a happy l loving client delete all the information and I have no way of communicating I dedicate 6 hours of my time and took my time to make sure she was pleased. When she paid and left salon she said she was pleased and love my services 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23349647
  
  I am rejecting this response because:

  
  First and foremost, I want to clarify that the details surrounding payment and the consultation were never specified during our communication. I have saved our messages as evidence of this. While I booked my appointment via Instagram, I chose to block you to avoid direct communication, as I felt it was necessary. Moving forward, I believe it is best to involve third parties or authorities to mediate any discussions.
  
  It is important to note that you did not call me, which contradicts your earlier claims. Additionally, please keep in mind that Navy Federal records their sessions, and I can obtain that information if necessary, as you were in the background discussing payment methods.
  
  Initially, I was having a great experience and was pleased with my makeover. However, the additional services that were added without my approval raised concerns, especially when I did not expect to be overcharged. I still have the extensions you mentioned needing to dye, which are black, and I can obtain testimony from the store where they were purchased.
  
  You walked me out of the salon after cutting my hair and indicated you needed to see it under the sun light, which I interpreted as a positive interaction but I guess you play the long game. However, I never rebooked, I was going to if this experience didnt end in such a terrible way and I noticed that my original booking was edited to include additional services that I was charged for. I would appreciate it if you could provide the original unedited booking details and any related conversations for clarity.
  
  If you have any footage from our appointment, I request that you send it for review without it being tampered for the right authorities and technicians to review, as I did ask about the pricing and expressed that I was unfamiliar with micro links at the time. It is concerning to me that these details were not clearly communicated. 
  
  I want to emphasize that the concerns raised by other women about their experiences with you are valid. I have experienced similar patterns that lead me to believe there may be issues at play. If you insist that these claims are false, I am prepared to contact these individuals to support their voices in a civil suit if necessary.
  
  I do not have a problem with paying for services rendered, but I would like to resolve this matter amicably at the lowest level of authority before it escalates further. I paid you to avoid causing a scene, as I simply wanted to leave, but I felt the situation was unnecessarily prolonged and your prices overpriced and fabricated.
  
  I am genuinely concerned that your salon may be catering to practices that exploit clients seeking a relaxing experience. Writing a negative review is not a course of action I am considering; I believe this issue needs to be addressed appropriately and swiftly.
  
  
  Thank you for taking the time to read my concerns. I hope to hear from you soon.
  
  Sincerely,
  
  **** ******