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:09/30/2024

  Type:Billing 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.

  Called to make an appointment to schedule hair coloring services. The owner indicated that there was a non refundable consultation fee which I agreed to pay. After that she indicated that there would be an additional deposit requirement for the services which included hair color and women’s natural hair style. The deposit I paid was for $250.00. Once I got to the salon she checked my hair and spoke to me about what she would be doing to my hair and that the total cost would be $403 I was confused as to how she explained the total. I clearly asked so how much do I owe you after the deposit, she said that it would be $153.00. She dyed my hair but did not add highlights to it as we discussed. My grays were still showing and I told her about it. I was Ok with it. Then once everything was done and time to pay the total was $403.45. I was shocked. I told her I was going to pay and just wanted to leave, she said she had to walk me out. I said I am fine walking out and then she said that I said derogatory things to her which I did not. I was billed a total of $653.45 for a hair dye. The invoice even shows being billed twice.

  Business Response

  Date: 09/30/2024

  Thank you for the opportunity to address ******** complaint. I understand her concerns, and I appreciate the chance to clarify the situation.
  
  On 9/27/24,****** contacted me via phone to schedule an appointment, I asked what service/s, day and time she was looking for, I explained the booking process for new clients, which includes a mandatory, non-refundable consultation fee to assess hair needs, desired color, and hair health. This process helps ensure that the client receives the best possible service based on their hair's condition. The consultation was paid in full, and the deposit covered partial payment for her upcoming services, which were discussed and agreed upon during the call.
  
  At the salon on 9/28/24, we reviewed the color service she wanted, including covering her grays, and adding on partial highlights, and a keratin mask treatment to address her textured roots. After a strand test and further discussion, ****** decided to proceed with a lighter brown color and additional services, which were clearly explained, including the breakdown of costs and the need for additional fees due to the upgrades, again she was told that the deposit goes towards the service and she is responsible for the remaining balance of additional services. ****** agreed to the new services and pricing before we moved forward.

  
  Once the service was completed, we discussed her hair, and she acknowledged that her grays were particularly stubborn. I suggested a root touch-up in 3-4 weeks to cover the grays, this service will only focus on the roots assuring we get the roots to the same color to the mids to ends. At this point, she expressed satisfaction with her hair, commenting on how much she liked it, how soft her hair felt and that the shampoo service relaxed her so much so practically fell asleep during the treatment process of her service.
  
  However, during payment, ****** expressed surprise at the final balance. I explained the breakdown again and reminded her of the additional services and the discount she received. Despite our clear communication throughout the process, ****** became upset. I apologized multiple times and asked how I could make the situation better, but she insisted on proceeding with payment and leaving. There was some confusion with her card, so I offered to send an invoice, which she agreed to.
  
  Regarding her claim of being billed twice, ****** was not charged twice. The first invoice included the consultation fee (paid in full) and the deposit toward the other services, with the remaining balance due upon completion, as discussed. The additional cost was due to the extra services she agreed to during the consultation, in which she asked me to send her a invoice for payment which is why she got a second invoice for the remaining balance.

  
  I genuinely regret that ****** felt dissatisfied despite agreeing to the services and pricing throughout the process. I strive to provide transparency and quality service, and I’m happy to address any further concerns she may have.
  
  Sincerely,
  ******* *****
  Owner, Ju’Ellz Designz