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Business Profile

Hair Salon

Tru Roots Salon & Aesthetics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hair Salon.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/16/2023

    Type:Product Issues
    Status:
    Answered
    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 purchased a hair piece from ****** at Tru Roots in August 2022. ****** attempted to install it on August 19, 2022 and I did sign a paper that there are no refunds; however, the hair piece was not installed correctly and the hair did not have natural wave as stated when ordered/purchased, even when air dried as promised. Since the installation was not correct, the coloring not verifyied, and the hair did not have natural curl, ****** graciously agreed via text message to return half of the money paid ($1400 for the hair piece and $100 cash for installation, agreed about for return was $750) and to send the hair piece to me to see if I could work with Hair Dreams for an exchange. I tried to work with ****** and with my credit card company but since she did not return the funds, I am entering a claim with BBB. I would like the refund as promised please.

    Business Response

    Date: 05/16/2023

    Hello

    This matter was taken care of by my Credit Processing company ******. **. ******* filed a complaint with her credit card company. I sent them all the documents in association with this. In the end ****** Processing determined that I was not at fault and did not have to issue a refund. 
    If needed I will forward the email from ****** showing that I won the case.

    Thank You

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

    Customer Answer

    Date: 05/19/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:
    I did not open a case with her credit processing company and if such case exists, I was not offered an opportunity to present my information. I paid $1500 for hair and a service yet I received neither, she even kept the hair.

    Regards,

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

    Business Response

    Date: 05/21/2023

    This is the letter, that I won the credit card dispute 

Tru Roots Salon & Aesthetics is NOT a BBB Accredited Business.

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