ComplaintsforTheRighteousLocs LLC

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After paying for a consult and her seeing my hair, Therighteouslocs llc aka *************************** said she could install permanent extensions in 8 hours. After 2 appointments one day apart, 16 hours the first day and 9 hours the next, she said it was completed and I paid. I got home and realized she had not installed each loc. Went back several times, totaling over 32 hours and it is still not complete. Locs have also been falling out. I asked for my money back since this was deception. I am having anxiety about my hair falling out and not being uniform as well as physical ailments. She took my money without completing the service in the time contracted for. And the work is faulty. She now wants to charge more to complete the service that I already paid $900 for.

  Business response

  02/06/2023

  Thank you for reaching out to TheRighteousLocs(***************************) regarding the above complainant ********************  I understand that you have received a complaint regarding our services.  I can confirm that ******************* broke our policy rules by  not following the instructions that were provided.  I am highly trained and professional who aim to provide the best possible service to our clients.  When a client does not listen to their stylist it can result in a less satisfactory experience for both the client and the stylist. I am not just a stylist or a person that does hair I am not that Loctician that is out for money I am an educator if I was I would not have charged the complainant what I did.  It takes skill and patience to do what I do everyday. I have degrees but this is the life I chose to educate others on their hair.  I started this business in SC **** and from that point until now I have not had any complaints from a single client about any of my services because we had and still have an understanding if and when the client is instructed this is how it will work if they do not understand and agree to the policies the chances are they will not receive the results we both are looking for, so therefore there has not been any issues from any of my clients until now.  My schedule is always booked and busy in which you are welcome to view my schedule.  

   

  See Below:  In an effort to resolve this issue TheRighteousLocs sent an email in response to *********************' email explaining the situation and requesting a response.  Unfortunately, we did not receive a response from the complainant and as a result we have closed all  issues related to this client(complainant).

   

  Please note that the complainant ******************* has been removed from our company logs and is no longer able to receive services from TheRighteousLocs.  We take our policies and procedures very seriously very seriously and we are committed to providing the best possible experience for all of our clients.

   

  Thank you for bringing this to our attention.  If you have any further questions or concerns, please do not hesitate to reach out to us.

   

   

  Responding to clients email: 

  (This was sent to the complainant 1/14/2023} Good Evening!  Hope all is well. Thank you for bringing your concerns to our attention. We take all complaints seriously and are committed to providing our clients with the best possible service. We understand that you are not satisfied with the results of your recent service. We would like to remind you that as part of our service, we provide detailed instructions on how to care for and maintain your hair after your visit, which you violated. It is important to follow these instructions to ensure the integrity and longevity of your hair. 

   

  We have reviewed your service records and we noticed that you did not follow the aftercare instructions provided in the terms and condition section of the website that states *********** We recommend that you follow our hair care instructions to maintain the integrity of your hair. We are not responsible for any damage caused by not.

  following our instructions or using non-approved products by your stylist. We made it clear that it is important to follow the instructions to maintain the health of your hair. 

  Here is what we will agree to do, and it is stated as follows: Per the 9 Locs that need to have extension applied, please put those locs in a rubber band and keep them separated per the attachment date that will be sent to you via. Moving forward, please note-once the repairs are completed on the nine (9) locs we will be discontinuing our services with you due to the violation of the terms and services (see above). As a business, we have strict guidelines in place to ensure the safety and comfort of all our clients, staff, and visitors. We kindly remind you that our terms and conditions are in place to ensure that our clients receive the best possible services and to maintain the integrity of your hair. We appreciate your understanding and cooperation in this matter.

   

  Best Regards,

  TheRighteousLocs

   

  Also sent a date for complainant to return for services but she did not respond.  Jan 15, 2023, 7:39 PM  Good evening..I have availability on 5/18 @530pm 

   

  Explained to the client that she received a full head of Microlocs that she did not arrive with which took many hours.  During the consultation ***** was explained on how the hours worked as far as my schedule is set up.  The schedule for a particular service may show as 8hrs but will take longer so I adjust the timing to avoid any other client from booking after a new install client in which she was.  I never said it would be exactly 8hrs and it does depend on if a client takes several restroom breaks or time off to attempt to color the hair that I explained to hair is already processed which means it can no longer be colored.  or even to leave for lunch which in fact took an hour because she said it was traffic and full wherever she went for lunch.  

   

  She was also given instructions on how to care for hair.  Because a client has extensions, should know to abide by the rules in order for this to last and work properly but she did not.  Every client is to band, braid, twist or rubberband their hair into sections before any shampooing is done if a client needs to shampoo earlier than expected they are given specific instructions on how to use witch ***** to cleanse instead of performing a full head shampoo to preserve the install and allow it time to marinate(loc in to the natural hair) especially if you have extensions and even they are permanent it still needs to be handled with care as if there were no extensions.  

   

  Complainants'' locs with grid were installed completely on the actual date of service (10/09/2022 Sunday) my day off to be honest but decided to allow her my Sunday for an Installation but she changed the method of installation of (extensions along the way) in which I stated to her I did not like that method, but she insisted that it was fine with her and to continue.  Most of the extensions were in place but she needed to return to have a few more installed but her services were only scheduled for one day.  If I knew firsthand it would have taken the number of hours, it I surely would have scheduled an additional day but clearly the number of breaks in between which she did not realize took longer than expected threw me off my schedule.  My schedule remains booked. I am in my shop almost every day and know when I would need an additional day for a client, and it is immediately scheduled.  But she booked when there were not any available dates for a double day appointment.

    I allowed her the time to return after hours during my class time to get her completed.  Which seemed very unappreciated. She continued to find locs that needed to be reinstalled or redone when I knew for sure those locs had already been reinstalled.  When she shampooed which was too early and improper care caused damage to the locs causing slippage and looseness.  I knew she had shampooed her hair when she contacted me to tell me they were slipping out, but she never mentioned that part and mistakenly told herself that she shampooed which  way was too soon.  

  To add, I went to the beauty supply store just for her to purchase a color she was specifically asking for but the price was too high for her so she declined.  She decided to bring hair with her that she had previously for me to install in which I do not use which was kanekalon synthetic blonde #** ***** twist to be added to the top front of her hair and i explained this hair will not look the same because of the texture and it is not human hair so it will not curl she said again that it was ok to continue. 

   She sent me a picture with those locs she claimed were not properly and slipped out and proceeds to say they did not look the same as ************** in which she already knew that but decided to accuse me of not installing them properly( i have a video of me unbraiding her hair when i was done if they were to slip it would have done it then. If I can I will insert video or forward to an email if too large).  To briefly speak on the refund the complainant was undercharged due to the length of her hair and density and the added extensions I provided an additional 2 boxes($17 per box)  that were not charged to the compaintant.  The actual charge should have been for the install of the microlocs  $775 plus the added extensions to thicken the top part of her hair to repair the thinning areas she wanted me to focus on which had to be filled in from the root(scalp) to give more thickness and extensions added to the ends of her hair  $350 and additional time $15 extra for each hour over the allotted time aside from additional breaks and lunch.  The 2nd visit was way over a repair session which was free of charge with no complaints but when the additional text messages and calls started to come in was when I felt like I was taken advantage of.  Also Complainant requested that the extensions on the ends of her locs needed to be the same color of which we ran out of and she only purchased 2 boxes from because again this was to be extensions for only the end of her hair but was hair needed to be added to the root(scalp) also which required more hair

   

  Initial Install date Completed and some extensions were already put in place 10/09/2022

  Return date to be completed 10/18/2022

  Contacted  in reference to loc repair 11/15/2022..at this time anything could have been done to the  locs by the complainant a lot of time has passed and now the services should be free it's almost a month later 

  Complainant booked loc style @4pm on 11/18/2022 at this point she would book any service that was available but not fair because the service she needed was not schedule for the allotted time she requested for repairs

  Messaged compaintant on 12/14/2022 @620am "Good morning sorry so early I just noticed you're scheduled with me today.  How many repairs are needed or what repairs?  I have class at 530 I ask because your time usually goes over.

  Completed locs again later that evening around 7pm or after  12/14/2022  Complainant sent message @809pm "OMG it looks so much better! this was a huge investment, so i sincerely appreciate you following through, THANK YOU check and see if you have 30 mins on the schedule so we can do the last 9 when u get a chance please Ttys"  This was because she ran out of the specific color that she wanted to complete the ends at and this point we are in December and i have never been through an ordeal like this before with a client and thinking I am currently being taken advantage of.

   

  She made another appointment for January 3rd in which I cancelled for a loc style which would not have worked for her request which was for loc repairs because there were other appointments booked for that day as well and I felt as though I was taken advantage of.  Although the complainant has been closed or deleted from our systems she may receive the 9 locs she states were not completed but the date and time will be decided upon open availability of my schedule.  If she agrees she may communicate or contact us via email and I will gladly respond.

  Best Regards,

   

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

  TheRighteouslocs .

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

  Customer response

  02/28/2023

   
  Complaint: 18945518
  
  I am rejecting this response because:  Not only did I try really hard to work with this lady after her falsely advertising her work, I tried to stay positive and friendly. She repeatedly would not answer questions at times and ultimately tried to blame me for her poor craftsmanship. Please see attachments. 
  
  Sincerely,
  
  *******************

  Business response

  03/07/2023

  I am confused as to why the back and forth with this.  This case was closed because the complainant did not respond to my last response in a timely manner, if I only had 7 days to respond before the case was closed what gives her the right to reopen the case after has been closed. I do not think any of this is fair when there are rules stated on this website (BBB) but I have responded and communicated with the complainant.  Even after she sent a text message which i still have from 1 of the 2 numbers, she would text me from stating how much better it looked. I also offered a time for her to get the remaining 9 completed as she requested but only that amount and she declined. The amount that was charged to the complainant did not even include my time by the hour only for services which should have been calculated at a higher rate. I allowed this complainant to use my sink my time that I attempted to install her hair to play in color that she already knew that was not going to work because I told her that hair is bought pre-colored already.  On top of the over an hour lunch break she took she said because of traffic and every restaurant had a long line.  But yet again I was patient, I was being absolutely generous and patient allowing her to return each time she said something was not right about her hair.  I explained to her the shampoo and manipulation rules as I do with any other client, but she is the only one that did not abide now she wants to say her hair is not right.  It was also stated to her that when you go home, I am not aware of what you're doing or how you manipulate the hair. Because as you can see in one of the videos the tension, I am putting on her hair and not one loc extension came out in my hand.  I am convinced that she went home and manipulated the hair to wear it was not to her liking and decided to blame me.  Yet again my clients have no issues with their natural locs or loc extensions when they abide by the rules of shampooing and manipulations.  I do apologize that she is still feeling this way and if she does not want to accept the fact that she did not abide I am unable to help her further... if more pics are needed, I will include them, or you may request them.  Again I am confused about the back and forth.  All information was said and placed in the last email or response.  Please resolve this matter with no more emails about this which happened last year again because the complainant did not comply listen or abide by my requests.

  Customer response

  03/22/2023

   
  Complaint: 18945518
  
  I am rejecting this response because: I am not satisfied with response. My pictures and text messages show that she never completed the service, did not deliver on the promises of the service, and did not attempt to rectify the situation without trying to get more money out of me. The text messages and evidence prove I did nothing wrong. They prove that she said she knew what she was doing, yet she never did an even, complete install. They prove that she was suppose to already have the color of my hair available before the appointment. Proves she said it would take 8 hours although she took over 32 and several weeks just to still not finish them completely. They prove that I asked why it took so long and she did not answer, yet she now has made up an excuse. They prove that while the extensions were supposed to be permanent they have been falling out every since. The proof from the other websites show I shampooed it in the time frame recommended. I walked around for over 24 hours with only a partial amount of my head done and that is also unacceptable. I waited several weeks to get the service and she had my deposit. I trusted her to do what I paid her to do.
  

  
  

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

*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. ↩