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:03/07/2023

  Type:Billing 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 had a scheduled hair appointment with salon. I lost my job that day and could not make appointment. I was billed for full services that were not provided. I understand the business needs to be compensated/earn living but I need to make sure I have money to pay my bills until I find another job. The salon website or social media-nor the text confirming appointment mentioned any fee(s). Therefore, it should not be allowed to be charged.

  Business Response

  Date: 06/23/2023

  Hello *******,

       Thank you for sending that over. We do have our cancellation policy posted as well as letting her know in the text for her appointment that we require a 24 hour cancellation. Her appointment was for March 6 at 4:30pm as shown in her text. She canceled her appointment at 4:35pm on March 6, also shown in her text, which was 5 minutes after her appointment time had already started. We charge a 50% rebooking fee of the appointment missed in order for her to rebook at the salon. She does not have to pay this fee if she doesn't rebook. The fee is only paid by clients who want to reschedule at the salon to compensate the stylist for their time. I understand her needing to pay her bills and prioritize her money and spending however she denied a stylist, who has bills to pay as well, a $180.00 service and tip. If we had a 24 hour notice of her needing to cancel the appointment, the stylist would have been able to fill that time slot and still make money. I understand she feels this is unfair, however it's unfair to a small business, as well as the stylist working for her to not show and pay for her appointment, especially in this economy. I'm sorry she lost her job, that is unfortunate, however I don't believe this warrants us receiving a negative review, because she didn't follow policy. We've had multiple clients in her exact situation that have notified within a 24 hour time frame, they were not charged a rebooking fee and they can rebook at their convenience. She is not required to pay this fee at all, she just won't be able to rebook at our salon and we do this to ensure we don't have repeat offenders, taking advantage of our time. I have attached a few photos of our policy, her appointment and a time stamped text with her late cancellation.

  Customer Answer

  Date: 06/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******** ******