Pure Eco-Wellness Salon & Spa

*** [redacted] As per our conversation my name is [redacted] and I am the owner of Pure Eco-Wellness Salon & Spa I am responding to the claim submitted by [redacted] on 7/21/ [redacted] *** totally misrepresented the facts and below is an account of what actually happened[redacted] called the salon and spoke to my manager [redacted] who told her that we cannot quote prices on the phone and recommended that she come in for a consultation After coming in for a consultation with the stylist [redacted] it was determined that what [redacted] was trying to achieve could not be accomplished with a traditional, one step process foil due to the following; her current hair condition, the amount of hair that she had, as well as what she wanted to achieve [redacted] had a consultation with her stylist, [redacted] who told her the process would require multiple steps and depending on how her hair responded to each of these would determine the exact price [redacted] then informed [redacted] how to schedule the appointmentAt that point [redacted] proceeded to ask [redacted] for a price [redacted] reiterated what [redacted] said which was to start with the full foil starting price point but that it did not include a gloss if she needed it (which is a $add on) nor did it include any additional foils/time the stylist would need to do for her excessive long and thick hairAt no point was an exact quote given and the $price she claims [redacted] gave her is even less than our starting price for a full foil color with [redacted] That price was never mentioned!!My staff keeps extensive notes on our clients and the services we provide Here are [redacted] notes all of which can be confirmed by coworkers.:On the date [redacted] came in for her consult we tested two sections, one for color and the other for lightener, to see which option would work best since she had box [redacted] on her hair [redacted] said she wanted to be as light as possibleAfter testing the color and observing how her hair lifted, we decided to proceed with the LightnerWe also spoke about how we would achieve the result she wanted with the least amount of damage to her hair I told her there would be at least three appointments required performing the same service, costing the same price each time I would start with a full foil for extra long and thick hair and then a gloss would be added She decided not to do a cut or blow dry because she said it would take too long, so the cost I quoted was + for gloss and it would be at least an hour and a half for application processing for another half hour and depending on how her hair lifted to minutes for glossAgain I reiterated that this would be all three times After we completed the 1st foil we were both surprised to see how light we were able to get her hair in just one sitting We air dried her hair and I asked her if she wanted me to braid it She was happy with the results maybe a half hour to an hour later she called the salon telling [redacted] the receptionist that her hair was falling out and damaged [redacted] told her to come into the salon and so we could see it and possibly a needed a conditioning treatment When she came in the first thing she said was I'm sorry I guess there was a miscommunication I said well let's just address what you said on the phone first about damage and falling out She then said my hair is fine I don't need a treatment Honestly I cannot afford to do this, my account is in overdraft She said when she got home and added it all up and it's going to cost like $to go blonde I told her that this is what we discussed She said I know, but I went to another salon before and I got more blonde in one sitting and it was the same price you charged me but my hair was damaged I proceeded to tell her I would never let her leave the salon like that and she has a lot of hair and this was going to take time like we discussed I told her I felt we were lucky we got it this light considering what she did to itShe then said at least you could tell me what to buy so I can go back to being darkI told her that's not going to solve your problem and again you have so much hair the amount you would need making sure it covered everything you wouldn't be happy I told her that I cannot recommend anything I don't know about and if you want to be dark we would charge $for the root and $mid-shift to ends She then started crying and saying "Why do I have to have so much hair ? I should just have shaved it off " I believe the only reason she came back in was she thought I would change my mind about the price and convince me to do the additional services for freeI told her honestly, as long as you were here with me I could have charged you more but I didn'tI also didn't take people in between and I spent extra time with you What else would you like for me to do for you today? She again said her account is overdrawn what are you going to do for me ? One again, I said what would you like and repeated what her options were, she could go blonder or back to dark? I then said I'm sorry but this is the only options that you have and she got up and walked outShe also said that [redacted] quoted a price on the phone which is something that is against our Salon policyI told her [redacted] would never do that and quote an exact price and it never changed the price from what I told her from the very beginningAs you can see this is very different and a more honest and accurate account of what really happened Please contact me with any questions that you may have regarding this matter Regards,Susan P***

[redacted] [redacted]As per our conversation my name is [redacted] and I am the owner of Pure Eco-Wellness Salon & Spa.  I am responding to the claim...

submitted by [redacted] [redacted] on 7/21/2017.  [redacted] totally misrepresented the facts and below is an account of what actually happened......[redacted] called the salon and spoke to my manager [redacted] who told her that we cannot quote prices on the phone and recommended that she come in for a consultation.  After coming in for a consultation with the stylist [redacted]   it was determined that what [redacted] was trying to achieve could not be accomplished with a traditional, one step process foil due to the following; her current hair condition, the amount of hair that she had,  as well as what she wanted to achieve. [redacted] had a consultation with her stylist, [redacted] who told her the process would require multiple steps and depending on how her hair responded to each of these would determine the exact price.   [redacted] then informed [redacted] how to schedule the appointment. At that point [redacted] proceeded to ask [redacted] for a price. [redacted] reiterated what [redacted] said which was to start with the full foil starting price point but that it did not include a gloss if she needed it (which is a $25 add on) nor did it include any additional foils/time the stylist would need to do for her excessive long and thick hair. At no point was an exact quote given and the $115 price she claims [redacted] gave her  is even less than our starting price for a full foil color with [redacted]. That price was never mentioned!!My staff keeps extensive notes on our clients and the services we provide.  Here are [redacted] notes all of which can be confirmed by coworkers.:On the date [redacted] came in for her consult we tested two sections, one for color and the other for lightener, to see which option would work best since she had box [redacted] on her hair. [redacted] said she wanted to be as light as possible. After testing the color and observing how her hair lifted,   we decided to proceed with the Lightner. We also spoke about how we would achieve the result she wanted with the least amount of damage to her hair.  I told her there would be at least three appointments required performing the same service, costing the same price each time.  I would start with a full foil for extra long and thick hair and then a gloss would be added.  She decided not to do a cut or blow dry because she said it would take too long,  so the cost I quoted was 190 + 25 for gloss and it would be at least an hour and a half for application processing for another half hour and depending on how her hair lifted 5 to 10 minutes for gloss. Again I reiterated that this would be all three times.  After we completed the 1st foil we were both surprised to see how light we were able to get her hair in just one sitting.  We air dried her hair and I asked her if she wanted me to braid it.  She was happy with the results maybe a half hour to an hour later she called the salon telling [redacted] the receptionist that her hair was falling out and damaged.   [redacted] told her to come into the salon and so we could see it and possibly a needed a conditioning treatment When she came in the first thing she said was I'm sorry I guess there was a miscommunication.  I said well let's just address what you said on the phone first about damage and falling out . She then said my hair is fine.  I don't need a treatment.  Honestly I cannot afford to do this, my account is in overdraft . She said when she got home and added it all up and it's going to cost like $600 to go blonde.  I told her that this is what we discussed.  She said I know, but I went to another salon before and I got more blonde in one sitting and it was the same price you charged me but my hair was damaged.  I proceeded to tell her I would never let her leave the salon like that and she has a lot of hair and this was going to take time like we discussed.  I told her I felt we were lucky we got it this light considering what she did to it. She then said at least you could tell me what to buy so I can go back to being dark. I told her that's not going to solve your problem and again you have so much hair the amount you would need making sure it covered everything you wouldn't be happy.  I told her that I cannot recommend anything I don't know about and  if you want to be dark we would charge $60 for the root and $25 mid-shift to ends.  She then started crying and saying "Why do I have to have so much hair ? I should just have shaved it off " I believe the only reason she came back in was she thought I would change my mind about the price and convince me to do the additional services for free. I told her honestly, as long as you were here with me I could have charged you more but I didn't. I also didn't take people in between and I spent extra time with you.  What else would you like for me to do for you today? She again said her account is overdrawn what are you going to do for me ? One again, I said what would you like and repeated what her options were,  she could go blonder or back to dark? I then said I'm sorry but this is the only options that you have and she got up and walked out. She also said that [redacted] quoted a price on the phone which is something that is against our Salon policy. I told her [redacted] would never do that and quote an exact price and it never changed the price from what I told her from the very beginningAs you can see this is very different and a more honest and accurate account of what really happened.  Please contact me with any questions that you may have regarding this matter.   Regards,Susan P[redacted]