ComplaintsforHair Club For Men, LLC

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started a year ago. Lost my hair for health reasons. Went to ********** They say yes we can give you hair. Your hair grows while wearing our glued taped hair. False 1 year later my hair is severely damaged. Bald spots etc. I would always ask if my host had bald spots They said oh no and your hair grows with this. Lied They lie to get you to keep paying 4 5. Hundred a month. They are rude to yu

  

  Business response

  09/12/2022

  Thank you for forwarding this complaint to our attention.  We have had an opportunity to investigate and discuss these allegations with our center staff.

  According to our records,**************** first presented to our ********** location in 2018 for a hair loss consultation.  After all options were explained to her, she chose not to become a member at that time.  She returned to the center as a walk-in on or about February 23, 2022 and indicated that she needed a new style immediately for an upcoming social event. **************** was not interested in waiting for the graduate results of our EXT Extreme ************ Services and chose to enter into an Xtrands+ Initial 6 Services Agreement for six (6) months of services at the cost of $4,595.00.  She made a deposit in the amount of $1,700.00 with a **** ending in **** and opted to enter into an agreement with third-party lender, ****************************. (Choice Financing) to finance the balance of $2,895.00.  *** center staff rushed her hair order and **************** received her initial head of hair (HOH) and ********* on March 10, 2022.

  On or about June 29, 2022,**************** also purchased a Capillus Pro Laser Cap at the cost of $2,999.00,which she also chose to finance through her account with third-party lender Choice Financing.  At the time of purchase, it was explained that the laser cap is a personal medical device that is non-refundable.  She also acknowledged this policy when she signed the Terms of Purchase on June 29, 2022, which indicated the device was non-refundable.

  On that same date, she decided to enter into a ********** Services Agreement at the Ruby ***** at the cost of $370.00 per month ********************* Fee). *** Ruby ********** ***** entitled her to receive three (3) ********* Services, and six (6) Salon Visits and nine (9) ******** Services to maintain her three customized heads of hair throughout the course of her one (1) year membership term.  Based on her needs, the center staff suggested that **************** sign up at the Sapphire or Emerald *****,however she declined the suggestion.  Approximately four weeks later, **************** contacted the center and expressed her confusion and upset that she did not have any appointments scheduled for services.  It was explained to her that if she needed more frequent salon services, it was best for her to convert to the Emerald *****.  On July 27, 2022, **************** then entered into a ********** Services Agreement (Contract) at the Emerald ***** at the cost of $435.00 per month ************************ Fee).  *** Contract entitled her to receive four (4)********* Services, eight (8) Salon Visits, twelve (12) ******** Services, and a 15% discount on retail products.  *************** seemed pleased and more satisfied with the additional number of membership services at the higher program level.

  During her most recent visit to the center on or about August 24, 2022, **************** stated that she was dissatisfied with the size of her custom hair system and hated not being able to touch her own hair and scalp.  We continuously strive to provide our members with the ultimate experience, and that means working individually with each member to ensure they are happy with their services and journey in feeling better about their hair appearance.  *** center staff further customized the head of hair and sewed in clips.  *** ********** team also educated **************** on proper use and care of the hair clips, and she left the center very pleased and thankful for the services.

  HairClub is disheartened to hear **************** is dissatisfied with our stylists attempts to meet her needs. Our center staff was receptive to her feedback and made numerous efforts to resolve any concerns which **************** expressed during her appointments.  Indeed, she was even kind enough to contact the ********** center and left voicemail messages praising the staff for how amazing they were to her and how they provided hair replacement services in a professional manner.

  Although she is not entitled to a refund pursuant to the terms of her Contract, we have decided in good faith and to amicably resolve this matter to offer her a partial refund to her original method of payment following execution of a confidential Refund and Release Agreement.  We ask that she contact *********** Specialist ***************************** at ************ to discuss resolution.

  Thank you.

  Customer response

  09/14/2022

   
  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

  08/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was released from my contract for Hair ******************** services. I was in contract for approximately 13 years, paying approximately $630 each month. The contract states that any change or release from service would require signature from ********* and me. That did not occur. The local (************) ********* manager (********) called me into the office to inform me of this change. The reason is that ********* is no longer able to provide required services to me. There were no options given to me.Additionally, I participated in *********'s Referral Program, which earned me $400 since 7/9/2021. I have not received the $400 yet. I have inquired several times, in person and via emails. Still the money has not been paid. The point of contact for the Referral Program is *******, from the headquarters location.The release contract was se me t to me in June 2022 via email. I have not signed fearing it would cause me to forfeit the $400 and any other monies owed.

  

  Business response

  08/24/2022

  Thank you for providing us with a copy of this complaint. We apologize for the delay in processing ************** referral program payment due to a technical issue, but note that we successfully processed the payment on August 15, 2022 and have been awaiting receipt of her completed W-9.  We ask that she log into the referral system and provide a completed W-9 and the necessary details to received the referral bonus.  We previously reached an amicable resolution ********** due to not being able to provide her services going forward.  Upon our receipt of the signed Refund and Release Agreement which was previously sent to her by the ************ center manager, we can provide her the promised refund of three (3) women's wigs. 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2022, I received notice that the cost of the services I was receiving through the hair Club in ******, ** were going to increase. The notice I was sent informed me that I would now be billed $****** each month for services rendered. I scanned the document, signed it, and returned it to the ********* Manager, as requested in the email. The billing increase was effective starting ***** 1, 2022. But when I received my **** statements for ***** and May, I was not charged ****** as expected, but rather $411.00. Per verbal report by calling the ********* about the extra $30, the secretary told me I was charged $411.00 for services in June as well, and this was because I had longer hair. I feel this cost should have been stated in the agreement, rather than a "surprise" addition to my ****. I do not have anything in writing explaining this addition, and feel because I have been a client there for years with no change in my services (I have always had the extra length) this extra charge should have been written clearly into the contract. To me, whether this occurred intentionally or unintentionally, not including this additional charge onto the signed agreement for the monthly billing agreement was misleading. A business should make known the total charges they are going to **** for and make sure the client agrees to it before billing the client. I believe the ********* has been fraudulent in misleading me to believe that I would receive the same services I was previously receiving for the increased price of ******. Charging more than a client has agreed to without signed consent is fraudulent. I should have been made aware of the total cost increase, if there was to be more than ******, before I was billed for it. Since the ********* was misleading, I believe they should provide the same services are I have previously received for the last 15 years (which included extra length) for the cost the stated on the contract.

  

  Business response

  08/10/2022

  Thank you for forwarding this complaint to our attention.  We have been investigating and discussing these allegations with our center staff and apologize for the delay in providing a response.  We are committed to providing members with the Ultimate Client Experience.  Our West Area Manager, *************************, will be contacting **************** directly to discuss how we can amicably resolve this matter and address her concerns.

  Customer response

  08/11/2022

   
  Complaint: 17477161
  
  I am rejecting this response because:  I am willing to talk with them, but I am not willing to sign off that the resolution is acceptable until I know what the resolution is.  They have not told me what they are willing to do yet.
  
  Sincerely,
  
  *************************

  

  Business response

  08/12/2022

  Thank you for forwarding ******************** complaint to our attention.  Please note that after an opportunity to review her file in its entirety and to speak with the staff at our ****** Center, we have reached an amicable resolution with ****************.  Should she have any further questions, she is welcome to contact the West Area Manager, *************************.  Thank you.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* has been charging me full amount without giving me my new hair. They have been giving me hair from other people which did not best suited my head and it damaged my own hair. Without asking me, they renewed my services for next year which i never wanted and charged my card again. Now they are asking me to send a written letter to their ******* office . Once they receive letter, it will take another 30 days to cancel my service. these are just ways to extract more money from customers. I never even used my paid services from last year and they continue to charge me without providing contracted services. Need refund for latest charge and from previous year for which i never got full service. Without asking me, they renewed my service for next year which i never wanted. refer to below snapshot. i have not used any of the service but they charged me for $332

  

  Business response

  08/10/2022

  Thank you for forwarding this complaint to our attention.  We are investigating and discussing these allegations with our center staff and will provide a detailed response shortly.  Thank you for your patience.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/16/2022 I signed a contract with hair club for men for one here system to be placed on my head basically as a trial before I decided whether or not to sign up for the services for a year. This came after the initial consultation, where I Expressed my expectations and wants for my next hair system attempt. I was told by ***** that everything that I was asking for could be done which was mainly centered around having a transparent hairline and making sure that the system stayed in place. Close to a week later I was informed to come in and try out my new system that was supposedly special ordered for me. After said application I noticed that The hairline wasnt sufficient and that the system wasnt ordered for me, like I was told it would be. Ive been had to place a few calls to ***** informing him that I was unsatisfied I was been later contacted and ask what the problem was. I explained that I wasnt satisfied at all. I was told to come in the next day which I did, and was asked by the stylist what was my issue. After I explained the issues to the stylist I was told that not only was the initial system not special order for me, but also that if they didnt have one sufficient for what I was looking for which was conveyed to ***** in my initial consultation. I was then told to wait until that Tuesday wear another one should be in by Thursday at the latest. I was called that next Saturday and asked to come in for a new system to be put on. It was at that time that I informed ***** I had gone in a different direction and no longer wanted the services. After numerous calls and voicemails ***** got back to me and told me that he would give me a call back with the status of my refund. I told ***** that while I didnt expect a full refund, I did expect to get some of my money back. He then ceased communication and reverted to text messages. Detailing that Im not eligible for a refund and that I can have another system applied. Which brings me here.

  

  Business response

  05/19/2022

  Thank you for forwarding Mr. ********* complaint to our attention.  Please note that after an opportunity to review his file in its entirety and to speak with the staff at our ***************** we have reached an amicable resolution.  Should he have any further questions, he is welcome to contact the centers manager, ****************************.

  Customer response

  05/20/2022

   
  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

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I joined Hair club about a year and a half ago. I paid 309 dollars per month for 5 hairpieces and 10 salon visits per year. Hair club failed to provide the promised number of salon visits and the quality of the hairpieces was terrible. I decided to quit the club and informed them of my decision. They stopped providing services altogether but continued to bill me 309 per month. I talked to them and they agreed to pay me back the last 309 dollar payments they took. They did credit my bank account as agreed but charged me again shortly thereafter. This happened again twice the last time on 12/6/21. Every time I call and complain they credit my account then turn around and Bill me again. They owe me 309 dollars and they refuse to pay as they agreed. My bank advised me to close my card account and try and collect from hair club again. Hair club is stealing 309 dollars from me and there's nothing I can do to stop them. Please help me.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/17) */ Please note that we are currently investigating these allegations and request additional time to submit our response. We will be able to respond on or before Monday, December 20, 2021. We apologize for the inconvenience and thank you for your patience. Consumer Response /* (3000, 8, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have a refund agreement that I'm happy with but I have not yet received the money. This may be due a paperwork mix up. I intend to drop this matter when I receive the money but for now I am not accepting the response because I don't want to default just in case they fail to honor the agreement. Business Response /* (4000, 11, 2022/01/07) */ We have received and thank you for forwarding Mr. ******'s rebuttal. As stated in our initial response, HairClub has attempted to issue the agreed upon refund pursuant to the terms of the confidential Refund and Release Agreement. We thank him once again for his continued patience and courtesies and ask that he contact our center manager and/or regional director once his financial institution has advised that HairClub is no longer blocked from completing the transaction so that we may process the refund. Mr. ****** has not raised any new issues and HairClub has already addressed his claims in its original response. Accordingly, we stand by our previously submitted response. Thank you. Consumer Response /* (4200, 14, 2022/01/11) */ Hello ******* The BBB has contacted me regarding my case. They are telling me that Hair Clubs has been trying to refund my money. They say that Hair Clubs cannot refund the money because my bank refuses to conduct any business on my behalf with you. Our agreement was that you would mail me a check in order to avoid any problems with the bank. BBB is telling me that I have to clear things up with my bank before a refund can issue. This was not our agreement. I need to know how to proceed. BBB told me to contact you in this regard. So what is going to happen here? Are you going to honor the last agreement or do I have to notify my bank to accept the refund. I prefer not to go through the bank because they have been a major source of our problems. Please advise me of your intentions. BBB is awaiting my response. My mailing address is: ***** ****** *** ******* MI XXXXX You can send the check here. If I have to do something else please advise me. I would like to close this case with the BBB ASAP and set things right. I am forwarding you the letter I received from the BBB and forwarding this letter to the BBB. Please let me know. Respectfully ***** ******

*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. ↩