ComplaintsforBosley, Inc.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went in with a receding hairline with the confidence I'd come out with a full head of hair after paying 16k for this procedure and being shown before and after photos of individuals who had it worse than I did. From the first representative to the doctor they give you a false hope you will achieve a full head of hair. 6 months after the 10 hour painful procedure and long recovery period I had very thin hair where my receding hair once was. I was told to wait a year for the hair to be fully in place which I patiently did. After the year was over I still had very thinning hair where my receding hair once was. I asked Bosley (Dr. **** in ******) if it was going to get thicker and he said he believed it would. It didn't so during a follow up zoom call I expressed my concern and was told to give it a few more months. I did so and the results did not change. I communicated with Bosley and told them I was not happy and was told they would speak with Dr. **** and get back to me. That was on 09-19-24. NO ONE has gotten back to me so I guess I'm just stuck with thinning hair after 16k. I do not recommend AT ALL. False advertising and bad customer service for failing to get back to me. They should have to tell you UP FRONT that your 16k will not give you the full head of hair you desire and that it is only the cost for one procedure that will give you more hair and that you will have to pay for ADDITIONAL procedures to get the full head of hair. I would NOT have gone through with this if I had known my 16k was only going to give me thinning hair where my receding hair line was, absolutely absurd.

  Business response

  10/09/2024

  We have responded to our patient by certified letter as follows:

  We were disappointed to receive notice from the Better Business Bureau that you had expected a full head of hair after your *************** procedure on July 27, 2023.  When you met your Bosley surgeon before your procedure, he wrote in your chart may want a second procedure to add density and had you sign that you were advised and understood that your density could be increased after your initial procedure. 
  
  In addition, on July 6th your Senior Counselor gave you a copy of Important Information From Bosley which states the great majority of our patients want to have at least two procedures to a given area.  You also signed this document, confirming that you had read and understood it.
  
  It is always important to us that our patients have the best possible outcome.  We strongly encourage you to make an appointment with your Bosley surgeon for an in-person consultation to work together to explore your best options to continue toward your hair replacement goals.

  Business response

  10/09/2024

  We have responded by Certified letter to our patient as follows:
  
  We were disappointed to receive notice from the Better Business Bureau that you had expected a full head of hair after your *************** procedure on July 27, 2023.  When you met your Bosley surgeon before your procedure, he wrote in your chart may want a second procedure to add density and had you sign that you were advised and understood that your density could be increased after your initial procedure.  
  You received a copy of Important Information From Bosley which states the great majority of our patients want to have at least two procedures to a given area.  You also signed this document, confirming that you had read and understood it.
  It is always important to us that our patients have the best possible outcome.  We strongly encourage you to make an appointment with your Bosley surgeon for an in-person consultation to work together to explore your best options to continue toward your hair replacement goals.
  

  
  

  Customer response

  10/10/2024

   
  Complaint: 22368667
  
  I am rejecting this response because:

  Isn't a "full head of hair" the expectation of every client after going through the trauma of the experience and paying over $16,000? When I spoke with representatives prior to seeing Dr. **** the impression given was that a full head of hair was what would be achieved.  I remember Dr. **** telling me that additional procedures could be necessary but that was AFTER I asked him "what happens if I lose more hair in other areas that I did not receive a transplant?" Anything I signed I obviously did not read or understand if it CLEARLY stated I would need multiple procedures and more money to achieve the goal of a "full head of hair".  Who in their right mind pays that much money for thinning hair?  Absurd.  Shame on me for trusting all the talks prior to the procedure by representatives and not reading the documents thoroughly.  Shame on me for falling into the advertising Bosley promotes for marketing.  Anyone watching your advertisements would assume the same thing I did.  I'll say it again, shame on me for not reading what I signed but you know shame on you for not being VERBALLY transparent.   You strongly encourage me to make another appointment in person?  I will not, first I'm no longer comfortable with your office and secondly I refuse to pay anymore money.  Your business needs to be verbally clear and transparent from this point forward to avoid this.  This transparency should start at the first consultation with the representative you speak to on the phone through the procedure.   

  Sincerely,
  
  *** ********

  Business response

  10/16/2024

  We have responded to our patient's rebuttal by certified letter as follows:

  At Bosley, we do our best to ensure that our prospective patients understand that most patients will desire an additional procedure for added density.  That is why your Bosley surgeon required that you sign your diagnosis and the Important Information Form both of which were given to you.  We regret that you continued your misconception despite our verbal and written efforts.

  Your medical chart notes that on your return visit, both you and your surgeon noted very good growth of your transplanted grafts. 

  It is always our goal to partner with our patient to achieve their best possible outcome.  We again urge you to return to your Bosley surgeon to assess and discuss your optimal hair restoration strategy.

  Sincerely,

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They were supposed to do ***** grafts but they tried to do it all in one day so my head was so swollen and sore from the grafts and the needle to numb my head I believe they had no other choice but to stop they garentee to replace any grafts that *** fall out and the lady providing the pain medicine with a needle in my head was very nasty and talking behind my back but in front of me saying his mother paid for the procedure and I could tell she was ready to go home I don't believe she was even putting any pain medicine in the needle after a couple hours of the procedure I called to complain and they hung up on me I would like a refund or another procedure like they advertise

  Business response

  07/03/2024

  We have written to our patient by Certified, Return Receipt mail as follows:

  We have not seen you for over 12 years, we would encourage you to make an appointment to meet your Bosley surgeon for an updated examination and a discussion of the options available to you. 
  
  Your March 21, 2012 procedure was not cut short due to time.  During your procedure ***** grafts were transplanted, of which 559 grafts were free of charge. 
  
  The Bosley Guarantee is available to every patient: We will replace any grafts which did not grow free of charge. 
  
  It is always our goal to work together with our patients to achieve the best possible outcome and we look forward to working with you.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They said some people only need one treatment and some people need two treatments. They said that I was a one treatment project. And when I complained they sent me back to the clinic for reassessment. They said that i would have to spend another ******* dollars to get the results.

  Business response

  06/05/2024

  We have responded to our patient via certified, return receipt mail, as follows:

  At Bosley we strive to reach the hair replacement goals of our patients.  We were very disappointed to receive your complaint to the Better Business Bureau.
  
  Before your hair transplantation procedure on April 20, 2021, your Bosley surgeon explained to you that you might want a second procedure.  On your copy of your consultation record, your surgeon wrote: 2nd procedure may be desired to 1, up density, or 2, graft another area.  Your medical chart notes that your main concern was to reinforce your hairline and just behind the hairline and that your grafts were placed only in that area. Your medical chart notes that eight months later you advised us that you were pleased with your results so far. 
  
  Your medical chart notes that at your consultation with your Bosley doctor on September 19, 2022, you expressed your concern that the sides of your hair were thinner than in the crown.  Your doctor advised you that this could be remedied by transplanting to another area, i.e., the sides.  Your doctor recommended a second procedure of 800 grafts to add density to the sides. Due to your concern that the growth was thinner on the left, we offered to make 100 of the 800 grafts at no charge to you. Your chart further notes that you were considering scheduling this second procedure in December; 2022; however,we did not hear further from you.
  
  More than a year and a half has passed since your last appointment with us.  We urge you to schedule a consultation with your Bosley surgeon to explore your hair replacement options.  Of course, our offer of 100 grafts at no charge is available to you provided you choose to have a second procedure as were recommended by your Bosley surgeon.  We look forward to continuing to work with you toward your hair replacement goals

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had been a customer of ********************** for a number of years. In August 2023, paid for two treatments (one in August and another in February). Decided not to have the February treatment and request a refund. Multiple calls including calls on May 1 and May 14, 2024. They confirm that a refund is due but has to be approved at higher level. Will not provide phone number of higher level. It has been three months, and a refund should be simple. On May 1 they said they hoped to have processed by the next Friday. $

  Business response

  05/26/2024

  Patient satisfaction is very important to us and we sincerely apologize for the delay in refunding our patient for her cancellation.  We confirm that her refund is in process, and we will update her after the holiday tomorrow. Unfortunately, some staff reassignments had impacted the progress of her refund.  We have instituted improved procedures to avoid such an occurrence in the future.  Again, we are very sorry for her inconvenience.

  Customer response

  05/28/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The cleanliness of the ************** was not good. I left there with a infection Doctor *** refused to give me any antibiotics for almost 30 days. I still have scabs that are bleeding bumps. My head still sore. He told me stuff and then when I talk to him the next time he denied saying it he does not tell the truth and I am a disabled veteran Native American also believed that I was possibly. Racism involved because I'm x military too.Disable vet still having problems with that.They've caused my hair to look worse than it did before still deal in with Bleeding. bumps I would like a full refund and I was also overcharged. They gave me a medical kit when I left and charged me $500. There wasn't probably $3040 worth of stuff and they took half of it out and charged me 500 school price still for it. It's to pull out your stitches and stuff. They took the tools and stuff out. So I had to go to the VA hospital 5 times in *******, ********** I had. 5 different prescriptions of antibiotics get rid of the infection that I still have.They need to be investigated for claiming a list and overcharge

  Business response

  05/08/2024

  We have responded to our patient by Certified, Return Receipt Letter as follows:

  Patient satisfaction is very important to us, so we were disappointed to receive your complaints
  to the Better Business Bureau.
  

  Our ************************ and all Bosley Surgical Offices, are cleaned and disinfected every day. Gloves, masks, gowns, hand washing and sanitizing is rigorously kept at hospital standards.

  The clinical staff responded fully to each of your phone calls to clarify your post operative
  instructions regarding your folliculitis. This is a common occurrence as new hair grows from your
  transplanted grafts and breaks through your skin. In view of your folliculitis, your Bosley surgeon
  prescribed an oral antibiotic to supplement the cream included in your take home Follican Kit.
  However, you chose to go through the VA and received a different prescription.

  The Follican kit includes day spray, night spray, shampoo/conditioner, and antibiotic ointment.
  You may have misunderstood our protocol. During your post operative instructions, we take out
  these four items to explain them and to demonstrate the use of the ointment and day spray on
  you. Then they were returned to the bag provided to you to take home. We also included a sealed suture removal kit containing sterile scissors, tweezers and Telfa pads. When you called regarding your concerns, our staff specifically asked you if you had all these items and if you were following the post-operative protocol. You confirmed that you had them and were following all the post op instructions to the letter.

  We were very disappointed that you suggested we may have shown discrimination in your
  treatment. Our office is very diverse. We pride ourselves on providing the best possible
  experience and outcome for every patient.
  

  The Bosley Guarantee is to replace any non-growing grafts at no charge. We strongly encourage
  you to schedule an appointment in December to meet your surgeon. He will welcome the
  opportunity to assess the growth of your grafts and to partner with you to achieve your best
  possible outcome.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of consultation 06/09/22. Location; San Antonio, TX. Date of Procedure 07/26/22. Location; Houston, TX. PURPOSE OF PROCEDURE; To lower original hairline. The area of concern did not have native hair before the procedure. (Correct a naturally high hairline). Amount paid; Approximately—* ******. Complaint: Breach of Contract, False/misleading advertisement, Medical Malpractice, Fraud, Deceptive business practices. Grafts purchased-1600. After reviewing post-op pictures, no more than 1100 were transplanted. Upon contacting Upper management, I requested my medical files. Bosley legal dept. sent me altered photos. Clear distortion of pixels and intentionally blurred photos. Before procedure, I informed the organization of possible alopecia. This was done on the day of the consultation, 5 days before, and on the day of procedure. The original physician *** ******* ***** proceeded with the procedure. Months following the procedure, I informed *** that the spacing was very excessive. I was told to wait for the 8-month check-up. I was then told to wait to the 18-month check-up. On the 18-month check up *** was very demeaning when I expressed concern for the spacing. I requested a new physician. I spoke to two different offices. 1 stated they would not fulfill the Bosley guarantee due to possible alopecia. The 2nd demands a biopsy, or will not correct the issues. I was told that all costs for travel and biopsy would be at my expense. I have demanded the Complaints department's supervisor's contact information, however, no one has responded. The amount of grafts owed exceeds 300. Moreover, the hairline was made denser than the mid area, creating an odd hairline. At no time was a microscope analysis done, as advertised. The amount of prescribed grafts was grossly underdiagnosed. This organization was very disrespectful when addressing my concerns. The lack of communication and the methods used are deceptive, intentional acts to force additional procedures.

  Business response

  05/02/2024

  We have responded to our patient via Certified, Return Receipt Mail as follows:

  Patient satisfaction is very important to us, so we were disappointed to receive your complaint to the Better Business Bureau, despite your recent video consultation with our Bosley surgeon.

  
  The Bosley Guarantee is to replace non growing grafts at no charge.  In December, 2023, at your in-person long term post-operative consultation, your Bosley surgeon evaluated that 400-500 grafts had not grown.  In view of your medical history and to be more than fair, we offer to reimburse you for 800 grafts at the rate you had purchased your grafts, in resolution of your complaint.
  
  As recommended by your Bosley physician, we encourage you to continue preventative hair loss therapy to assist in the retention of your native hair.

   

  Customer response

  05/14/2024

  
  ********** ********
  
  I am rejecting this response because:

  The contract to replace any grafts that did not grow stands firm. My medical condition has not changed from the time the contract was agreed upon by both parties. Moreover, the question of the number of grafts that was originally implanted has not been addressed. In the pictures I provided, there is a clear indication that the number originally agreed upon was not transplanted, thereby leading to breach of contract (on both issues). Furthermore, the spacing is grossly far apart, especially in the mid section. (the hairline is thick and the middle is spaced far apart.) As I stated in the original complaint, this was transplanted in an area where there was no native hair previously, thus medication would not be the cure to the damage made by this organization. In addition, traveling expenses to an out of state office should not be subjected to a patient in which this organization failed to provide professional care. Equally important, the follow up appointment was not properly conducted. There was no real evaluation/examination. (The room was not well lit, the Dr. spent 5 minutes looking at the area at a distance of 5 to 6 feet, and there was no microscope exam.) 

  In sum. This organization continues to fail to properly communicate to their patients (as proven in other complaints filed to BBB). This organization has breached the contract to replace hairs not grown. The original number of grafts transplanted is less than number agreed upon and paid for. The medical conditions are the same today as they were at the time of the procedure. Thus, breach of contract and or medical malpractice is present. 

  I seek a full refund and paid travel to another facility to correct the damage, or I will have to file in court.

  Sincerely,
  
  ****** ********

  Business response

  05/21/2024

  We have responded to our patient by certified, return receipt mail, as follows:
  
  We stand by the veracity of our medical charts.  On July 26, 2022, you received 1,604 graft transplants, 300 in the hairline and 1304 just behind the hairline, before the crown of your head.  We do not tamper with photos, which are a valuable source of medical information.
  
  Your medical chart notes that you based your estimation that 1600 grafts had not been transplanted because you felt you had a limited result.  On December 5, 2023, your surgeon agreed that as many as 500 grafts had not grown by that time. He offered to replace up to 800 grafts at no charge to you.  However, given your view concerning your past medical history in the area which could compromise the growth of transplanted grafts in the areas that were affected, we have offered to reimburse you for cost of 800 grafts, instead
  
  As recommended by the three Bosley physicians who have consulted with you, we encourage you to continue preventative hair loss therapy to assist in the retention of your non-transplanted native hair which can continue to thin throughout your life.
  

  Customer response

  06/01/2024

  
  ********** ********
  
  I am rejecting this response because:
  

  This organization is not accurately observing the data within the medical records.
  In observance of the medical charts;

  
  The pictures will prove that the agreed area of the procedure was to be from the tip of the hairline, leading down to the nose. (Exhibit A)
  In addition, the photos provided in the report demonstrating post op (follow up) are blurred and have discoloration in the area of concern (in the area of the procedure). This indicates a lack of respect for proper documentation and implies an intent to disfigure the results or to be misleading. (Exhibit B)

  
  In observance of the post op photos;
  After enlarging post op photos taken by my camera, the individual grafts can easily be counted. After review, there is evidence that the number of grafts implanted do not equal the number of grafts agreed upon in contract. (Exhibit C)
  It is within these photos that evidence of extreme spacing is present. Again, these photos are within 14 days of the procedure. In addition, Photos presenting the area of concern months after show extreme spacing as well.

  
  Past Medical History;
  It is unknown as to what this organization is implying in their response. The fact of the matter is that I have no concerns of my past medical conditions. It is this organization that has refused to complete the transplant due to “possible alopecia.” As stated, this was made known to the physician prior to the original procedure and has not changed to date.

  
  Medical chart Notes;
  After reviewing the medical charts, it is unclear how anyone can deem them as fully legible. I request that they be translated verbatim in a manner that can be easily read. I have attached pictures to show how outrageously sloppy the handwriting is. (Exhibit D)

  
  In conclusion,

  This issue began because the physician, *** ******* was unprofessional and demeaning. In addition, there is a lack of integrity in the manner of what was advertised, and what was performed. Moreover, this organization has not made reasonable attempts to communicate with haste, nor does it seem to be honest in its responses/medical charts.
  

  I will be happy to provide a YouTube video demonstrating the counting of the transplanted grafts to prove that the number does not equate to 1604, as paid for, as well as educate the public of my experience with Bosley.

  
  My request for a full refund due to the damages and breach of contract stands. If this organization does not agree, I will file a claim in court immediately. 

   

  
  Sincerely,
  
  ****** ********

  Business response

  06/12/2024

  We have responded to our patient via Certified, Return Receipt mail as follows:

  As we stated in our response to you earlier, we agree that your grafts were placed in the hairline and just behind, but not in the crown, as you and your Bosley surgeon agreed.  We also agree that spacing behind the hairline was more widely spaced than at the hairline.
  
  We do not agree with your allegations that you received less than the 1604 grafts stated in your medical chart. Our medical staff carefully count the grafts.  Our medical reputation is very important to us.  We have no reason to falsify your medical records. 
  
  It is impossible to accurately count the transplanted grafts at a later date. Not every transplanted follicle results in a “countable” scab.  Transplanted hairs typically fall out but regrow starting approximately three months after the procedure.   
  
  The Bosley Guarantee is to replace non-growing grafts at no charge, provided that the Bosley physician finds our patient to be a medically appropriate candidate for surgery.  It is Bosley’s medical decision that your history and the non-growth of almost one-third of your grafts seriously impacts the prospect of success of an additional transplant surgery.
  
  In your complaint, you stated that we “owe” you 300 grafts.  Your Bosley surgeon examined your growth.  Based on his medical experience, he estimated that up to 500 grafts had not grown.  As a courtesy, we have offered to refund the cost of 800 grafts. 
  
  We are disappointed that you are dissatisfied with our care and would welcome your acceptance of our offer.  We will reach out to you directly.

  Customer response

  06/18/2024

  
  ********** ********
  
  I am rejecting this response because:

  At the heart of this complaint, the issue of gross negligence is illuminated on multiple fronts. Negligence is present/demonstrated prior to the procedure, during the procedure, and is easily observed throughout the course of this attempt to resolve the issue(s) [directly with the Bosley staff and through the “mediation” services of the Better Business Bureau’s website].

  Beginning with the ladder, one can easily agree that this organization has failed to address the concerns stated in my previous response(s) respectfully and in full. This is most notable in the fact that I have provided the pictures from the medical records proving that the physician notes are not legible and that the pictures taken by Bosley’s medical staff are grossly distorted. I have requested that this organization provide a legible copy to the frontlines of this debate, yet Bosley has intentionally ignored this request.

  Moreover, I have brought to light that false advertisement was practiced. Specifically, I have made a strong note that there was an absence of the microscope examination of the scalp prior to the procedure. This “process” is advertised on TV commercials, YouTube commercials, and is present (on a TV monitor) at the office in which the surgery took place. The importance of this evaluation process is vital to the initial determination of the candidacy of the patient.

  
   The question here is; how was the patient determined to be eligible/approved for the surgery (considering that the physician was aware of the “medical condition” prior to the procedure)?

  
  The fact is that both the consultant and the physician voted for and elected me as a “excellent candidate.” As a result, a sales order was agreed upon to proceed with the surgery.

  
  This “sales agreement” initiated the "Bosley Guarantee." This organization has stated that they will not honor the “Bosley Guarantee” due to a “medical condition” that was known prior to the agreement. Thus, a breach of contract or medical malpractice (or both) is admitted by the organization.

  It is also important to note that if I allowed Dr. Feldman to proceed with an additional surgery, there would have been no debate or dispute with the procedure by this organization. It is only due to the fact that I requested a new physician to correct the errors of *** ********s first surgery that this organization has chosen to deny me the "Bosley Guarantee." In other words, the breach of contract stems from me requesting a different physician rather than "a medical condition." This fact was witnessed by several staff members in the Houston office. Therefore, the issue of a breach of contract stands to reason and must be resolved. 

  Equally important, the gross spacing done in the initial procedure provided ample room to allow anyone observing post-op pictures to easily count the number of grafts transplanted. The pictures provided are from the day of the procedure and thus are extremely accurate. The number of grafts counted is less than 1200.
  Lastly, this organization has demonstrated negligence in properly quoting my statement in regard to the number of grafts “owed.” In my original complaint, I clearly stated that the “number of grafts owed EXCEED 300.”
  
  In conclusion.

  The standard of care before the procedure, during the procedure, and post-procedure falls below the expectations of a reasonable person. This organization has clearly stated that the reason for breaching the contract is due to a medical condition that was known prior to the surgery. As a result, I have experienced permanent damage, leaving me scarred and disfigured.

  I DO NOT ACCEPT YOUR OFFER. If this organization continues to deny me just compensation for the damage(s) experienced, I will present this complaint and all relative, factual evidence to a jury of our peers to have the matter resolved. In addition, the International Society of Hair Restoration Surgery (ISHRS) and the American Board of Hair Restoration Surgery will be notified to review the merits of this complaint and all evidence demonstrating the standard of care in which Bosley Medical Group has chosen to practice.
  
  Respectfully,
  
  ****** ********

  Business response

  06/28/2024

  We apologize for the frustration of the lengthy back and forth correspondence via the Better Business Bureau, which has not led to clarity.  Someone from the Bosley team will reach out to you to resolve your dissatisfaction.
  
  With regard to your most recent correspondence, we would like to clarify that your surgeon’s acceptance of candidacy rests on years of experience and the physical evaluation. The microscopic examination is an optional tool, valuable in explaining candidacy with our patients.  When you declined to have an additional procedure with your original Bosley surgeon, we arranged a video consultation with another surgeon in February. In his medical opinion, a biopsy would be necessary prior to accepting you as a viable candidate for an additional hair transplantation procedure.

  Customer response

  07/09/2024

   
  ********** ********
  
  I am rejecting this response because:

  I have not been contacted to resolve this issue. This organization has a direct contact information (i.e. phone number and email address) 

   

  Due to the lack of care to peacefully resolve this issue in a timely manner, prior to the statute of limitations for medical malpractice, I will be forced to file this complaint in civil court/circuit court. 

  This organization has until the 20th of July to remedy this issue in the amount I have stated, or I will be forced to seek the full amount allotted for the damages of, inter alia; Medical Malpractice, Breach of contract, Theft of Service, False Advertisement, Gross Negligence, and Deceptive Business Practices.  

  The amount to remedy the complaint is ******* plus the cost to repair scarring. 
  
  Respectfully,
  
  ****** ********

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

  Business response

  07/22/2024

  We have reached out to our patient, again, offering to fulfil the Bosley Guarantee to replace any non-growing grafts at no charge, provided the patient is accepted as a medically appropriate candidate for an additional hair transplantation procedure.
   
  We continue to encourage our patient to accept the Bosley Guarantee.
  
  
  Thank you,
  
  ***** *******
  

  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Bosley, *** in ********* ******* for help to see what my options were for my hair loss/thinning concerns. I was scheduled with Hairclub in the ******** office and had a consultation with ********************* on 11/3/2023. I elected to go the route of a permanent wig and paid a down payment of $600.00. It was over a month and a half before I heard from anybody again. On 1/12/2024, I went in for the wig placement. Within 2 weeks of placement, the wig has moved so much that I had to wear covers to cover up the movement as the top of my head had been shaved bald. I went back in for adjustment and in a matter of 1-2 days, the wig had moved significantly again. I went in the last time on 2/9/2024 and had this adjusted again only to move again within 1-2 days. They showed me a technique to adjust it on my own, but this is near impossible to do on my own. I reached out on 2/27/2024 and let them know that this program was not for me and that I wanted to discontinue the program and payments. I was reached out by the sales **** ****** with other options on 2/28/2024, which I did not feel were in my best interest as I don't want to permanently tattoo my scalp and informed her of this on 3/2/2024 and have not heard back from her. Due to their "satisfaction guarantee", I asked again to discontinue the services and never heard from the sales rep again. I reached out to the office manager on 3/7/2024, with no resolution. I called corporate on 3/12 and on 3/15 to speak to a supervisor and have yet to receive a call back. I want a refund for services in form of monetary reimbursement as well as the monthly payment plan stopped.

  Business response

  03/29/2024

  Thank you for bringing your concerns to our attention.  As soon as we were made aware of your situation we reached out to our sister company HairClub for their assistance.  Their response is below.  We hope this facilitates a resolution to your concerns.
  
  To whom it may concern,
  
  I hope this message finds you well. I am writing on behalf of HairClub regarding a recent complaint filed by ***********************. We have been actively engaged in addressing her concerns and are committed to finding a resolution that satisfies both parties.
  
  We acknowledge the dispute amount of $2000 as requested by *******, and we are prepared to proceed with this resolution. Our aim is to demonstrate our willingness to work together in good faith and reach a mutually agreeable solution.
  
  In light of our approval of the dispute amount, we kindly request that ******* consider withdrawing her complaint with the BBB. We believe that resolving this matter directly between us is in the best interest of all parties involved and will allow us to focus on resolving the underlying issues to her satisfaction.
  
  Thank you for your understanding and cooperation.
  
  

  Customer response

  03/29/2024

   
  Complaint: 21455437
  
  I am rejecting this response because:
  
  Although Id like to agree with this resolution option, I want to make sure that the remainder of my loan that financed the program had been cancelled. 
  

  I spoke with **** at Choice on 3/28 as suggested by **** as he told me he couldnt help me with that piece. **** indicated that they would need to reach out to HairClub to see what amount was actually used as part of the loan and they would need to confirm what wasnt used. After that is done, they would need someone at HairClub to sign documents. 
  

  Before I accept this offer, I want to make sure that has been done and resolved first. After that has been confirmed, I am open to the discussed reimbursement.

  
  Sincerely,
  
  ***********************

  Business response

  04/12/2024

  We forwarded the complainants response to our sister company, HairClub Director of Sales, ********************* @********************* who has responded: 

  Following your response, HairClub did receive communication from Choice that you opened a formal dispute on your account.  

  I wanted to inform you that I just approved an adjustment for $2,407 (more than you originally agreed to) for all unused services. 

  You would need to contact Choice directly to determine what that would do to your remaining balance; as unfortunately, I cannot see that information. I do ask that you please give them ***** hours to update your account and they should be able to speak with you then. 

  Customer response

  04/12/2024

   
  Complaint: 21455437
  
  I am rejecting this response because:
  
  I never formally agreed to a monetary offer. I said it would be considered after the financing issue has been resolved with Choice Payments.

  On 3/28/2024, I spoke with ***** at Choice Payments and I was told by ***** that a dispute would be filed. The informed me that they would need an itemized statement showing the services I received to date and the amount of those services. They also indicated that I would only have to pay for what was used. This is to come from HairClub. HairClub needs to provide Choice Payments and itemized list of services and cost of services. Once completed, we can then discuss further financial agreement. Once this has been done and confirmed with both HairClub and Choice Payment, I will consider removing my BBB complaints. 

  Sincerely,
  
  ***********************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2023, I surprised my husband with am appointment with Bosley. He had been talking about wanting his hair restored for years so I planned it out. We met with ****** and she gave us information. We had several questions and concerns and she never followed up with us. I ended up following up with her several times in order to get my questions answered. Then we were offered a promotion through care credit and we applied. Got approved and then told that we could use the card for the deposit. So not only did we have to track Bosley down to take our business then we were given wrong information about booking am appointment. I have called in to Bosley 5 times to talk to an upper lever manager and they keep having ****** the sale rep call me. ****** asked her manager to call me and she was not helpful. She cut me off and defended everything ****** and did not offer a shred of empathy. The service with Bosley had been absolutely horrible. ******'s manager had refused to escalate my request to upper management and continues to have ****** call me over and over everytime I reach out. I am hoping that BBB can help me bypass ****** and her manager and report my experience to upper management. We want to be heard and for someone to understand what has happened to us. We haven't asked for anything no discounts or anything. We have only wanted transparency. We want to make sure that Bosley knows that our business was not courted, wanted or appreciated. We have been treated poorly and then denied a conversation with upper management.

  Business response

  03/06/2024

  We have written to the complainant as follows:

  We were disappointed to receive your complaint to the Better Business Bureau.
  At Bosley, we do not charge our patients for consultations.  When a patient misses an appointment, Bosley absorbs the cost of time that was allocated by our highly specialized ********************** and support staff for that visit.  When a surgical procedure is scheduled, the allocation of time for the ******* ********************** and support staff is much higher.  Bosley always requires a room reservation fee to schedule a surgical appointment.   This fee is not a separate charge and is always applied to the final cost of the procedure with the balance then due on the day of procedure.
  We regret that there appears to have been a misunderstanding when you initially spoke with your local Bosley Senior Counselor. In view of this, our National Director of Senior Counselors reached out to you.  She explained the reasons for our Surgical Appointment Reservation Fee policy and we understood that you would contact us when it was convenient for you to pay this. Since your husband has not yet had a consultation with a Bosley surgeon, we urge you make an appointment for this consultation at your Bosley *************** in ************.
  At Bosley our goal is for every patient to be pleased with their interactions with us and we hope you will schedule a convenient time to meet your Bosley surgeon.
  

  Customer response

  03/12/2024

   
  Complaint: 21363433
  
  I am rejecting this response because:
  

  We have NOT received a call from upper management.  This report containing information from an internal representative and not from me or my husband.  Therefore no solution can be found.  We HAVE NOT been contacted by a member of upper managment!  We have only been contacted by the salea representative and supervisor from the location that we visited in Malvern.  This is not a helpful message and further shows that bosley is not interested in resolving complaints with their customers and has no interest in courting our business.   Again, we have asked on several occasions to speak to a member of upper management not Malvern and we continue to be denied!  This response is another example.   We believe that BBB should notify all future clientele of this so that they may be aware.  
  Sincerely,
  
  *************************

  Business response

  03/14/2024

  Our goal is for every patient to be pleased with their interactions with us.  Although your husband is not yet a Bosley patient, our National Director of Senior Counselors, a member of Bosleys upper management, spoke with you at length.She discussed our Surgical Appointment Deposit Policy and believed that you understood our necessity for our requiring this policy.

  If your husband would like to consult with us regarding his hair restoration options, the next step would be to schedule a free consultation with a Bosley surgeon at our ************ **************** We would like to partner with both of you in this process.
  

  Customer response

  03/19/2024

   
  Complaint: 21363433
  
  I am rejecting this response because again we have NOT been contacted by any member of management.  This message once again shows that Bosley has no intention of honoring our request and BBB should document this on their website.   We have requested multiple times to have a member of upper management call us and we have ONLY spoken to sales representatives from the store level.  If Bosley has no intention of allowing us to speak to a member of upper management please be clear in the next response because we plan to post on social media or response next and warn all of our friends and followers.. Going back in forth is fruitless.  If you don't want our business or if their is a particular reason why Bosley does not want to talk with me or my wife then please state that as well.  We have no intention of going back and forth again without a call from someone in upper management to discuss what happened from our point of view.  If this is not going to happen please be clear and let's move on.  

   

  Again!!!! WE HAVE NOT BEEN CONTACTED BY A MEMBER OF UPPER MANAGMENT!!!!!!! 
  
  Sincerely,
  
  ******* & *************************

  Business response

  03/22/2024

  Our National Director of Senior Counselors, a member of our senior management team, reached out in response to their request.  She reviewed our scheduling policies and discussed the options available to them.  In addition, Bosley has also responded in writing twice to the complaint that she has spoken only to store level personnel.  At this time, we feel that we have met this request.  We regret if any misunderstanding continues, despite our best efforts. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Bosley Hair Restoration at the end of 2020. I made it clear to them on the first visit that I had no results from Minoxidil (which I had been using for about 7 years) and that I could not take Propecia because it would conflict with the testosterone replacement therapy that my doctor prescribed for me, which I had been on for nearly a decade. They recommended a hair transplant surgery which I had done at their facility on 11/21/20. I was at first skeptical, but they said ****** guaranteed their results. They specifically called it The Bosley Guarantee.I eventually got to about 80% of my desired results. In the past 6 months, nearly all of the hair that regrew has fallen out. When I went back to Bosley, their only solutions were for me to try Minoxidil or Propecia If I could take Propecia, I would simply have gotten it from my family doctor and avoided all the pain and expense of the hair transplant surgery. They were well aware that I could not take this drug and that I had gotten no results from years of Minoxidil. I would like a refund because they guaranteed the results and were made aware that my options were limited which is why I was coming to them.

  Business response

  01/29/2024

  Thank you for reaching out to us through the Better Business Bureau on January 17th. During your recent consultation you expressed concerns of increased hair loss. Upon evaluation, your physician noted that the transplanted grafts are still in place and there is continuous loss of your native hair. Your physician has recommended a follow-up with your primary physician to discuss the potential restart of finasteride. This was discussed during your consultations on October 3rd and again on January 8th. Another option that has been discussed is low level laser therapy.  We strongly encourage you to discuss restarting finasteride with your primary care physician. Please share any recommendations from your primary physician with your Bosley physician once you have had the opportunity to meet with him. Upon receiving this information,your Bosley physician will be able to discuss potential options tailored to your specific situation. Our primary goal at Bosley is to ensure that each patient achieves the best possible result, and we are committed to partnering with you throughout your hair replacement journey.  We look forward to hearing back from you.   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $7,000 FUE hair transplant for 700 grafts and 1 PRP treatment I was suggested 700 grafts and when I questioned about the coverage I was told not to worry. Im disappointed in the results because there is gaps in the hairline not according to how it was drawn on initially. Another issue is it awkwardly is higher by a couple centimeters on my hairline. On top of that its noticeably thin right behind the hairline the density doesnt match at all.

  Business response

  12/13/2023

  We have written a letter to our patient as follows:

  We received your Better Business Bureau review on December 2nd and your Bosley surgeon reached out to you.  He asked you to return for a consultation to reassess and review the best options for you.  As you have not scheduled the consultation, we will reach out to you again to assist you in finding a time that is convenient for you.
   It is the goal at Bosley for every patient to achieve the best possible result and we look forward to continue to partner with you in moving toward your hair replacement goals. 

*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. ↩