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:08/04/2023

  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.

  When i called them the receptionist asked if my hair is colored because i was inquiring about perm, she said i cannot go that day because the person who is doing perm with chemical is not there. Then i went yesterday, i sat for 4 and half hour and the teacher said after they are almost done rolling it that she will not have chemicals put in because my hair is colored. The first teacher who looked at the test hair just asked me if im ok with the result that it wont be very curly. I would like a refund of what i paid for and $45 for my lyft both ways. Thanks

  Business Response

  Date: 08/08/2023

  Thank you for the opportunity to respond to this complaint.  There was a meeting with the instructors involved in this event to determine whether this complaint was warranted. The client informed our Instructor, Ms. ***** in the initial consultation that she had color (no bleach) approximately 2 weeks prior to coming into the school for a perm. A test strand was done, and the client was informed by the Instructor that the result would be undesirable and could possibly damage her already compromised hair.  The client insisted on getting a chemical perm even after being informed that more chemicals on her hair would most likely result in badly damaged hair. The students began rolling the perm at the client's insistence to proceed with the service.  A second instructor entered the scene, Ms. **** (shift change) and checked in on the perm service.  She consulted with the client further and discovered that she also had highlights 2 weeks prior.  Highlights involve bleach and putting a chemical permanent on top of bleach to already compromised hair would most likely end up disastrous. Ms. **** explained this to the client and told her that she is refusing to add perm solution on top of bleach.  The client understood and agreed to a water perm.  ************ does not involve more chemicals therefore not damaging to her hair.  The students worked on the client over 5 hours rolling the perm. When the service was completed, the client promptly left. She did not complain, nor did she appear to be unhappy with the outcome. She never mentioned a refund.   We were unaware of any problems. The water perm and a chemical perm are the same price so there was no price adjustment made.  

  At this time, we stand behind our Instructors professional decision to refuse a chemical permanent. She was looking out for the client and did not want her to end up with dry, brittle hair that would easily have breakage. If we had proceeded the client would more than likely be requesting a refund for damaged hair. 

  There is a sign in our lobby that clearly states that there will be no refunds once the service has started.  We are a cosmetology school and while students are learning, we are also cognizant of undesirable outcomes when it comes to chemicals on clients hair.  

  Again, thank you for the opportunity to respond.  

  Customer Answer

  Date: 08/18/2023

  The first teacher just asked me if i am ok with the kind of perm it will turn out. I did not have a highlight. There first question should be if its colored? I wasnt asked when i sat in the station, they know better even if i insist. When i called days ago the lady asked if its colored and said i cannot go that day because the person doing perm with chemical is not there. I sat there for 5 hours because they forgot to ask if its colored. Even if i insisted they should have said no. The first teacher did not asked the students did not ask and when they were taking it out one student said she did perm with color and its ok. If that first teacher told me my hair will fall off i would not insist. The first teacher just showed me how it will look like and if i am ok with it. Why are they blaming me for the 5 hours the student worked? When they did not do the first job which is to asked if its colored and explain to lenthat it will fall off? They wasted my time not the other way around. One student said its miscommunication and apologized. Seems to me they have different take on if they can perm hair with color. Cos the one who answered the phone knows its colored but and said the person doing chemical is not there. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20421681
  
  I am rejecting this response because: The first teacher just asked me if i am ok with the kind of perm it will turn out. I did not have a highlight. There first question should be if its colored? I wasnt asked when i sat in the station, they know better even if i insist. When i called days ago the lady asked if its colored and said i cannot go that day because the person doing perm with chemical is not there. I sat there for 5 hours because they forgot to ask if its colored. Even if i insisted they should have said no. The first teacher did not asked the students did not ask and when they were taking it out one student said she did perm with color and its ok. If that first teacher told me my hair will fall off i would not insist. The first teacher just showed me how it will look like and if i am ok with it. Why are they blaming me for the 5 hours the student worked? When they did not do the first job which is to asked if its colored and explain to *** that it will fall off? They wasted my time not the other way around. One student said its miscommunication and apologized. Seems to me they have different take on if they can perm hair with color. Cos the one who answered the phone knows its colored but and said the person doing chemical is not there. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/30/2023

  Once again thank you for the opportunity to respond to the client's rejection of our initial response.  The rejection response is a bit confusing and contradictory.  We were initially informed by the client that her was colored, however no bleach. The test strand was done and resulted in the possibility of damage.  The truth of bleached highlights also on the hair was discovered after the second Instructor entered the service in progress and further questioned the client.  At that point the chemical perm was denied based on the instructor's professional judgment and experience. Chemical perms and highlights with bleach do not mix well and almost always end up in damaged and broken hair. Probably ***** percent of licensed cosmetologists will not perm over chemically processed hair. To reiterate, the perm was initially honored because the client claimed that her hair was only colored and omitted the fact that it was also highlighted with bleach.  It is the bleach that posed the problem.  We are not complaining about the 5-hour process at all.  In fact, quite the contrary.  It was an opportunity for our students to practice rolling a perm. The water perm was offered so that the client did not sit there for the 5 hours wasting her time and walk away with no curl at all.  In response to the comment made that we have a different take on perming hair with color I would like to point out once again that it was not the color that posed the problem, it was the highlights with bleach that was the concern.  We are all on the same page when it comes to putting a chemical service on top of a bleached service.  And for the record, all of our cosmetology students that are on the student clinic floor are trained to perform a chemical service, not just one student. 

  This situation could have been avoided had we been informed of the bleached highlights from the start.  The general public typically does not realize the importance of revealing truthfully all of the pertinent questions asked and that cosmetologists are actually trained and educated in chemistry.  The decision was a professional judgement made based on industry experience with the intention of protecting the integrity of the client's hair.  

  Customer Answer

  Date: 08/31/2023

  They said i insisted, all i said was its ok i had colored it 2 or 3 weeks ago It was NOT bleached. The 2 nd teacher asked if its bleached i asked what bleached is. And i said no its only colored. When i called the one who answered the phone asked if its colored i said yes she said i cannot come in that day because the one who does that is not in. The first teacher who did the test used the same box of coloring that they planned to use on me. Nobody asked if its colored not the students not the first teacher. Only the receptionist. That should be the first question. That is why one student said sorry for the miscommunications. If they stand on that rule it should be the first question when i sit on that station. 

  Customer Answer

  Date: 09/01/2023

  Does the teacher and students now saying i said yes its bleached? I take pride in not lying. My 3 kids buy and make snacks for the homeless and the needy since they were small, on Maui, ***********, ******* ********** and *********. We did 100 hours of volunteer works each in ******************* in *******. We volunteered in Four Squares.  I read everyday and donated to St. Judes, Water.org etc. 

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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.

  The school and instructions are accusing me of forging an instructors signature when they have no proof and are going based on the different type of ink pen. Also got my kit stolen twice and they didnt even to anything about it not even find out who stole it or got a refund for it but on there rules and regulations says stealing would not be permitted and will be discipline actions which they have not done.

  Business Response

  Date: 10/25/2022

  please see attached response to complaint *********