ComplaintsforOgle School of Hair, Skin & Nails

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My issue occurred on 08/08/23 at the *****, ** location(**************). I have left several messages along with sending an email to the manager of this location. I was told that $27 would be the amount charged for wash, blow dry and flat iron. Somehow I was charged for a specialty style, $37, which I never received. I requested a deep condition and I also purchased a bottle of shampoo and my final bill including tax was $75+. I have attached a photo of my hair at the end of the service. I am a woman of a particular age and didn't realize I was overcharged until my daughter brought it to much attention. I need assistance with receiving a credit of $10 for a future visit or a gift card if a credit cannot be accommodated. I have given **** ************** ample time to return my phone calls to no avail. The young ladies at the front desk are less than professional. They are constantly on their mobile phones and discussing inappropriate topics in a professional setting. I dont think they have a clue!!! Their customer service skills are abysmal!!!

  Business response

  09/25/2023

  ****************** scheduled appoinment was for a shampoo, blowdry and flatiron.  These three services booked in combination are what **** School refers to as a Specialty Style.  Upon arrival at the school clinic, ****************** hair was in such poor condition that an intensive conditioning treatment was required in order for the student practioner to perform the afore-mentioned services.  This was discussed with **************, who voiced no concerns with the intended services and/or total cost.

  ************** was only charged for sevices and products she recieved;  a specialty style consisting of a shampoo, blowdry and use of a hot tool, i.e., a flat iron for $37, an "add-on" haircut for $9, an intensive treatment (deep conditioner) at $18, and a takehome detangling product for $16.23.  The cost of these items was acknowledged by her signature on the attached service form she signed prior to services being performed.  At the time of checkout, ************** was given a 10% senior discount bringing her total cost to $75.17. 

  **** School does not intend to refund ************** as the charges were clearly communicated and approved prior to her credit card being charged.  Several attempts to contact ****************** daughter, who we believe *** have filed this complaint, have been unsuccessful, as the voicemail is always full.  We also beleive that some of the frustration with this interaction *** stem from a missed uber that was called for ************** unbeknbownst to the staff working with her.  

  Customer response

  09/26/2023

  Complaint: 20597023
  
  I am rejecting this response because:
  I never stated I wanted a refund, I stated I was requesting a $10 credit per my daughter confirmed a wash, blow dry along with flat iron is $27.00. We just confirmed again today, 09/26/23, per ******, the service is $27.00. I am not negating my hair was in poor condition. I listed the charges as such in my initial complaint and agree with all except $37.00. As a one time courtesy, I am requesting a $10.00 credit be allotted for my next visit. And, the comment made regarding an Uber has nothing to do with my complaint. I am a woman of a particular age and feel as though I was overcharged. There have been no attempts to contact me from **** as I have been waiting on a response since August and allowed ample time for a response to no avail. My voicemail is NOT full so that is untrue! 

  
  Regards,
  
  *************************

  Business response

  09/28/2023

  The phone number provided with this complaint is different than the number on file at **** School which is where we have been attempting to contact **************  A voicemail was left at ************** earlier today.

  ************** is correct, a standard specialty style is $27.  ****************** agreed upon charge of $37 was to account for the lengthy amount of time required to detangle the matting found at the back of her head.  Please see attached form wherein the service charges are outlined along with ****************** signature.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to attend **** Beauty School on 2 occasions. This last attempt, I was told I would be covered with financial aid. And the breakdown was shown in my fin aid forms . When the final forms were sent, I suddenly had 12 extra hours from my first attempt (which was less then 3 days before I withdrew) I assumed it was possible even though I had signed papers previously that cleared me of owing or any hours that would be viable from my first attempt. Upon further examination, the fin aid was a horrible misleading mess. I spoke with financial aid 3 days after start of class. I saw a student advocate 8 days in to my session and at the last 30 min of the scheduled day. I noticed the screen said I had 15 transfer hours??? How was that. I instantly began questioning the entire process. By the time I was home at 6pm the school manager ****** was calling. At this point the school had turned away 3 of my hair Models, neglected to have my kit available for class start, a week it took. The actual class curriculum was on a site called elevate, I was unable to get into this until the 2nd. Tuesday. Putting me behind a week. Then the reason was because of my "transfer hours". Again, to have transfer hours, one needs to have a grade, and attempt more then21 days . I had only attempted 1 time prior and for 3 days. In the final meeting with the school managers, fin aide and the upper management, I was informed that the cost of school ***** did not include the ***** living expenses that I had signed for on financial aid. I was very upset. That meant I would not be able to attend the 9-5 Mon-friday classes for 7 months. That was a ***** hour work week, and the edu dep had made it impossible to obtain the full time student aide I was eligible for. I was so up set and confused, I called my husband to sit with me to understand the process. On top of it all, the kit provided by the school on our financial aid is hardly up to paar for the excessive cost. More space needed.

  Business response

  09/26/2022

  During Ms. ****** first enrollment at **** School, the total program length for cosmetology was **** hours which allowed for larger financial aid awards.  By the time she returned to the program, the state had reduced the total program hours to **** which decreases the amount of aid a student (that qualifies) can receive.  The total financial aid awards available are not determined by **** School, but rather by the ***** of ********* and Ms. **** was awarded the maximum allowable amount based on her eligibility.  Ms. **** chose to withdraw again from **** School again and made us aware that she would attend a different school where she felt she would get more funding.  Upon her second exit, a withdrawal calculation was completed and sent to Ms. **** which outlines the charges due and any Title IV funding that **** School is legally eligible to retain. 

  As it pertains to the hours from Ms. ****** first enrollment, she was not charged for the 15:47 (hours:minutes) earned at the time of her initial withdrawal.  To recoup the tuition charges for those hours, Ms. **** was charged a fee in the amount of tuition per hour x ***** hours when she returned.  She was not expected to repeat those hours, but she was charged for what she had earned and will be required to pay for them.  Ms. ****** understanding of transfer hours appears to be based on a credit hour school which **** is not.  Hours are earned in a clock hour school by the student being in attendance and clocked in - they do not have to earn a grade for the hours to earned and reported.

  Ms. **** admittedly misunderstood the dates on which she would need to have models come to school.  Due to that misunderstanding, she had models arranged on days they were not needed.  Her models were not turned away for any reason other than being at school when Ms. ****** class was not doing model work.

  It is unfortunate that Ms. **** was unable to complete her program with **** School, but we wish her in the best as she continues her education elsewhere.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I somehow got on this company's sales call list. I never made an inquiry to them. I have been called 5 to 10 times a day by telemarketers. I have complained and asked them to remove me from their list without success. I do not know what to do but this is the most aggressive telemarketing campaign I have every experienced from any company. Please help me to make them stop.

  Business response

  08/15/2022

  As an institution of higher education, we use a variety of tools to generate leads.  This particular phone number was associated with an internet-generated lead. At the complainant's request, the phone number has been removed from the contact card that created for this lead.  We sincerely apologize for the inconvenience.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been in communication with a student (*******************************) from the school via social media to receive ****************** service. The student told me due to it being my first service I would receive 50%. I came in for my service on June 17th, 2022 around 3pm and we finished at about 6:30pm. ********* walks me to the cash register and hands the cashier the coupon so I could receive my discount. The cashier refused to take it because I guess I had to have given them the coupon prior to my service (which I wasnt aware of due to it being my first time). I paid full price because I did not want to make a scene. I ended up calling and speaking with a manager that same day (I cant remember her name) and I explained to her what occurred. She did decide to honor the discount and give me a refund. She also let me know it would take 3-5 business days for the money to be placed back onto my card. It is now July 6th, 2022 and I havent received anything. I called them last week, there wasnt a manager in the building at the time so they took my phone number down and told me they will call me back. I did not receive a call back. I am extremely frustrated because as a customer I shouldnt have to remind a business to give me my money back.

  Business response

  07/18/2022

  Customer has been refunded.  Due to a miscommunication between personnel, the refund was processed later than expected.  In addition to the 50% refund of the charges in question, she has been offered additional discounted services.  We are regretful this occurred and have coached staff on appropriate handling of similar situations.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I enrolled in this school with the hopes of starting a very promising career. I went through a 6 month program and learned only 10% of information that I was promised. I was over promised and underserved. They take peoples time and money and all of the experience becomes a waste of time in the end. There is no appointed person who actually cares about the students. They only want money. They only want your body count. They only care about payments and attendance to make them look good. They are taking peoples money and discouraging them from what they set out to do as students. The office personnel are very unprofessional and inconsiderate. The entire experience is draining and a waste of time but they know how important they are so they dont have a conscious on how they treat you.

  Business response

  07/05/2022

  **** School's curriculum is monitored and approved by state and national regulatory bodies.  It is designed to prepare students for a career in their chosen field, in this case esthetics, and our graduation, licensure, and employment rates reflect its effectiveness.  Our instructors follow a strict schedule as to when specific curriculum is to be delivered and students are evaluated on their knowledge of the content taught in each phase of their program.  ****************** claim that she was not being taught was was promised is inconceivable as she maintained a very good grade average during her time as our institution. 

  Furthermore, with the agreement to attend school, comes the financial responsibility of paying tuition and fees.  While this can be a challenge for some students, **** School offers financial aid to those who qualify as well as payment plans, scholarships, and institutional grants to ease this burden.  As for ****************** request for a tuition discount, she was provided with two institutional grants while in school.  She also agreed to payment schedule, but failed to make those payments.
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Site of incident: **** ****************************************************************** Date of incident: 10/20/2022 On 10/20/2022, I was released from the full time *************** program from ***** Willowbrook location after being verbally b attacked by faculty. Without explanation, I was told not to return to class. After inquiring the reason for being dropped from the program, no one from the organization was/is able to tell me any reason why. After speaking with other previous and current student its was brought to my attention that other future professionals were denied of an education after two days of being enrolled. The common resolution being, we were all offered to start the program again. After completeing the enrollment and financial aid portion again. Each and every person who was wrongfully discharged on day two are all being charged for products and tools we never got the chance to use. Within the situation and the commonalities, I am set to make it a fact that **** School Of Hair And Nails are making personal profits from wrongfully discharging students. Essentially committing fraud with ******* financial funds.

  Business response

  06/27/2022

  The complainant was released from our program after attending less than three days. As is customary with students who withdraw from school very early in their program, she was not charged any tuition fees for the time she spent in our school learning.  However, ************** did sign for and receive a non-refundable kit (books, equipment, supplies) during her short time in school and was charged for the portion of the kit she received.  All of this is outlined in the withdrawal paperwork that was sent to ************** on October 29, 2021.  All students who withdraw from school are provided detailed withdrawal paperwork with an explanation of their charges, payments, refunds, balance owed, etc.

  
  The decision to remove ***************** from the program was made based on the her extreme dissatisfaction with the instructor assigned to teach her class. On the day of her withdrawal, ************** left the classroom with all of her belongings and came to the ************************************ where she voiced her dissatisfaction with her Instructor. She begin to speak loudly and did not let anyone else speak. When she was done she gathered her things and exited the front door.  At that time, it was clear that **** School was not the right fit for *** and the decision was made to terminate her enrollment.

  
  As a hands-on learning environment, **** School disperses a small portion of the contractually purchased supplies to all students on the first day of school.  At any time after signing for and taking possession of their purchased supplies, the student is responsible for paying for those supplies.  In the time that the **** School located at ************************** has been open, only 34 students have been withdrawn from their program within the first week (her claim is two days) - less than 5% of the total enrollments. Early withdrawals, such as that of **************, are generally due to personal issues causing the student to miss class, students terminating all contact with the school, a change in desire to complete the course, and failure to comply with school policies.  Of those 34 students who were early withdrawals, six eventually returned to school.

  
  ************** claim that **** School is wrongfully discharging students and committing fraud is categorically incorrect.

  Customer response

  06/30/2022

  Complaint: 17441472
  
  I am rejecting this response because: the information provided is false. 
  

  I didnt leave the class. I was told to leave, and I was instructed to do so with my belongings. 
  

  when I arrived at the office the first thing to leave my mouth was I know. Which was stated because I was aware that I would potentially be suspended for the remainder of that day.. I sat in the office for over 20 min asking was there anything I needed to turn in/do/complete before leaving. When I was advised there wasnt, I inquired about making up the time I would be missing. i was then instructed to wait in the waiting lobby while **************, ****************** and another admin deliberated. When we all returned to the office I was told that I would be dropped from the program. My voice never once elevated. 

  Also, at that time I didnt drive myself to and from school. So the accusations of me walking out and leaving couldnt have been anywhere near accurate. As I didnt have the transportation to do as described.

  If these accusations were believed to be true, and if Im being portrayed as belligerent, unruly and dissatisfied, why continuously offer to get me started in the November class? When I voiced my displeasures I also made it clear I would be interested in another program (esthetician) or another instructor (night school). Neither of which was offered by the institution.

  Regards,
  
  *****************

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