Hair by Charlotte

Initial Business Response /* (1000, 5, 2015/07/31) */
my prices are
165 half head of foils includes toner and blowdry
180 3/4 head of foils
195 full head of fois
20 partial bleach add on
25 fashion color add on
45 cut with color
65 cut without color
65 olaplex(includes take home after care...

$45 value)
Client requested to book half head of foils with fashion color in nape, and cut
subtotal: 235
+ GST $11.75
= $246.75
Client was advised that her existing faded out purple fashion color in her nape was very muddy and brown and would need to be bleached before reapplying another purple fashion color to be its brightest. As a partial bleach had not been booked as well as the fashion color, there was not enough time booked to complete a partial bleach and fashion color. It was discussed with the client that purple could still be applied to the existing color in hopes of brightening it up to the best of our ability. The ends of the old color were quite light, and we agreed together it would be fun to fade the color from purple to baby pink. With the client in agreeance we proceeded. When the service was complete I stated that I had had higher hopes for the brightness of the fashion color, therefore would not charge her for the fashion color, even though the services requested were the services preformed.
her total including tax was 220.50(10.50 GST)
I was contacted the next day to ask if I would "fix" the purple, as it was not a mistake on my part, nor had she been charged for the purple, I happily agreed to complete the service requested, giving the client the cost break down of a partial bleach and fashion color, as this is a new service that had not been booked or done in my salon. She did not wish to pay for a partial bleach and fashion color so the service was not booked. she noted several times how much she loved the half head of highlights.
I was contacted a second time july 22nd at 5pm the client noted that even though she was aware I had not charged her for the purple color, that she felt I should redo it for free, because she has paid less for her hair in the past at other chain salons and felt I should charge what they charge, in the next 7 business days(August 1st) because she had a wedding to attend. I work in many different cities and was not going to be back in edmonton until August 3rd, I also am very busy and book 3-4 weeks out. I am booked 12 hours a day 6 sometimes 7 days a week.
At the time of this clients text I was preformng a lengthy color correction and could not reply to her demands. she contiinued to harass and brow beat me via text until 10:30pm that night for not responding.
I finished with my last client at midnight and responded to the texts the next morning at 9;30am.
I explained that if she had wanted to have the nape bleached as well as a fashion color she needed to book for that, I had completed the services that had been booked and had even gone as far as to not charge her for the fashion color service, and that is she wished to have a fashion color service done she would need to book and pay for it. My prices are on par with many other edmonton salons, I do not wish to compete with chain salon prices she is used to, I also explained that if she wished to book an apt she would need to contact me via my booking email and not via text from now on.
She continued to demand I complete a partial bleach and fashion color for free [redacted]
I take before and after photos as evidence with all my clients as to leave no room for discrepancy later as to what was done. It is very clear in her photos the state of her nape color before as well as after, it is very clear that the color was very muddy and brown and was greatly improved to a purple and baby pink as we agreed, although not as bright as we had hoped.
As there was no charge for the fashion color and after two weeks her nape color has faded back to the same as the color she came in with, it is concluded that there is no damage to her original hair colors state, and what exist was her pre existing color. Therefore a refund is a ridiculous request when she was never even charged for what she is requesting a refund for.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It had been discussed prior that we would be applying purple underneath as well as blonde on the top. [redacted]
When I contacted Charlotte (July 22) to correct the failed attempt at purple she pushed me off and said she had no available appointments until September 7th. I asked if she would be able to squeeze me in just to fix the purple (a simple bleach of underneath and top with purple, a small job) and she kept refusing. She indicated she had no time and was very stand-offish. She clearly did not want to assist me with what she had done to my hair.
I believe Charlotte indicates that she did not charge me for the 'fashion color' but made up for it in charging me double for the half head of foils, coloring, etc. The fee is hidden in the other services provided. I recently went to the salon to have my hair re-dyed and fixed... it came to a total of $150. This included: bleaching of bottom half hair, purple coloring of bottom half, bleaching of roots on top half and extending that along the lengths, blow dry & style. I paid an additional $100 with Charlotte with half the results I received from a professional salon. She also indicates that in the photos, the purple coloring stuck as well as the baby pink on the ends. This is grossly incorrect. I have taken photos to show this as well.
[redacted]
The information she is providing here is false. I do not agree with her response and am still asking for a refund.