response to the above false accusations. This matter was closed by the BBB in Favor of Extasis Salon & Spa
Ms, *******, is completely falsifying the events pertaining to her visit with Extasis Salon & Spa. Ms, ******* called us for hair extensions for her wedding 2 days prior to her visit requesting pricing information on fusion extension services. She was offered a consultation appointment, as is our procedure for all hair extension clients. During a consultation, we determine the clients desired result, budget, necessary products to be used, maintenance routine etc... all of which can not be determined over the phone without examining the clients individual situation. We generally custom order the hair for each client after the consultation. and deposit.
Ms. ******* was never quoted a final price at any time during that phone call. The only information she was given, is that the type of hair extension that she desired, had a cost of $10 per strand.
Ms. ******* was very insistent after our conversation, that she wanted to forgo the initial consultation because she was leaving the same Saturday that week for her trip. When she was informed that we may or may or may not have the correct colors in stock for her, her response was, that she didn't care what colors were available, she did not mind if several colors were used. She was also informed that any corrective color services were at an additional charge. So where she is getting that the entire procedure would be $500 escapes me. The hair itself costs much more than that just to purchase Maybe she was confused as to who said what, after admittedly saying that she had called numerous salons for estimates.
She did admit at one point in time that she had had a traumatic brain injury from a boating accident not long ago.
Miss ******* arrived at her appointment and was given the consultation, we agreed upon a color correction procedure, she had numerous undesirable shades in her hair due to coloring her own hair numerous times, which we corrected cost $220. She was informed again that the extension process and cost of hair was $10 per strand installed, and included the preparation, cutting and styling. Miss *******, at no point in time, asked anything additional in reference to cost. We believed her to understand, after discussing with her the cost per strand, twice, that she was aware of the potential cost. Hair extensions are expensive, that is why we have at length consultations with the clients prior to their service. All clients also sign a release and waiver for hair extension services, which Ms ******* signed. Hair extensions require a regimented routine of care, which we cannot supervise on a daily basis, once the client leaves the salon.
After Miss *******'s color service and extension preparation was complete, we laid out 100 strands for her, which is the minimum amount necessary to obtain a fair result for a full head of extensions, counted them right in front of her, as we laid them out. After exhausting the 100 strands, she insisted that we apply more, she wanted her hair to be as full and long as possible. We laid out another 100 strands, counting them in front of her once again, never did she exhibit and concern for cost. After completing the service we used 173 strands total. Miss ******* was thrilled with the results. We have pictures of the finished product, along with her smiling face.
During the entire visit, she did nothing but compliment the salon and staff repeatedly. When check out came, a different story. When she was presented with the bill for the services and over $100 worth of home care products, she became apparently upset. The original bill was over $2500. She used her credit card to pay and left.
Later that evening, when closing the books, I went over her charges again and discovered an overcharge, due to a computer glitch. Being that we are HONEST merchants, I immediately called her to retrieve her card information so I could refund the entire bill and recharge her card the correct amount. She did give me her card information and apologized for her earlier behavior. I immediately refunded her card for the entire amount. When I attempted to recharge the card for the correct amount, it would not go through. I attempted, several times to recharge the card. She obviously did not have enough credit left to perform this procedure before the refund caught up in the system and resulted in her account being locked.
The next day, Ms. ******* and I engaged a conference call with her bank to rectify the situation. I was informed that if I reversed the initial charge, that funds would be available immediately to recharge the correct amount. After doing so, I was never able to recharge the card for the amount of $2100.00 and change. Miss ******* obviously blocked my business from processing the amount. I have never been paid a penny for the over $2100.00 that Miss ******* received in goods and services from my salon to date. I did contact the police, because Miss ******* was unavailable by phone or to even leave a message to rectify this situation. She only responded to my e-mails in a negative tone and obviously had no intention of paying her bill. She has been very diligently, slandering us all over the internet and now with the BBB, in a fraudulent attempt to justify her incredulous behavior. Extasis is an accredited hair extension salon in the community and has conducted honest business practices for the last 18 years. Every once in awhile we do run across clients like Miss *******, who wants something they absolutely can not afford and does whatever they can to get it for nothing. The fact that she is seeking compensation for something she never has paid for in the first place, is a statement unto itself.
Went to extasis to have hair extensions and color done before wedding. Originally called and spoke with owner Cathy Lehner and gave card information for a deposit of $500, was quoted on phone and in salon after physical meeting full highlight and extensions would range between 5-700$ MAX. Agreed to move forward although I was a little disturbed by the way the owner kept her salon and station, and also talked to and treated her staff. Throughout my appointment she was consistently barking orders at the girls who work with her who are extremely nice and accomadating. She also made me uncomfortable when speaking with her son who is the secretary for the salon. Any time he had a question about something she was very nasty to him for even speaking. I had very little time left because I was flying across the country for my wedding within 48 hours and so I was limited in my selection of where to go. After speaking with cathy on the phone though I was assured they would take good care of me. After arriving and having the consult in person and getting the pricing I decided to move forward. I wanted a full highlight but she said because of the current color of my hair she wanted to incorporate low lights, and also because they didn't have enough hair on hand to match a full highlight which I understood because we were in a time crunch, although on the phone she said they would have enough blonde for me. But again because I was short on time I didn't have the option to go elsewhere before flYing out. So she used 3 or 4 different colors on my hair including blonde, dark brown, medium brown, and pink/red. The bowls of color she brought out were messy and not mixed fully. She seemed in a rush the entire time and when I first arrived I was mostly helped by her "assistants" so I didn't actually get started until about 30 minutes after arriving. Also throughout my appointment she was working on other clients and taking frequent cigarette breaks about every half hour which if you are not a smoker is very bothersome because the smell is overpowering. When she was applying the color to my hair I was trying to stay in good spirits and be positive because I was in a bit of a pickle and also because her assistants were super helpful which made it tolerable. I was with them the majority of the appointment. When she began my foils she was slapping so much product on it kept oozing out and getting on my face and neck, and also I had to get it away from my eyes more then once. I was shocked and disappointed because she seemed to be in a huge rush which was making her work even more sloppy. After all the foils were in she again was bouncing around servicing other clients and I believe she left the color/bleach on a bit to long because my hair seemed fried. At this point it was too late. The assistants were brushing it out with a wide toothed comb and she came up with a paddle brush and started ripping thru my hair. Because I have a ton of fine hair it was ripping it out! I looked at the paddle brush she was using on my wet hair and it was full of blonde hair. She then got flustered and said she needed to do a deep condition treatment on half my head and a gloss treatment on the other half which she had her assistants take me back to the sink to do. She was again taking care of other clients while this was happening. Her assistants then had to wash my hair again because the gloss was in it which defeated the purpose of the deep conditioning treatment. Then I was taken back to her station and she again had me sit there while she was working on other clients. When she came to dry my hair she used a paddle brush and was pulling and ripping my hair! Even her assistants looked put off by all the hair she was ripping out and damaging. Once my hair was dry she trimmed it more then I wanted because she fried it so much but at that point it was too late and the only way my hair would look good was to have the extensions put in which I already had a non refundable deposit for. She laid out the hair she was going to use and began. I've never gotten extensions before besides the tape-in so I was not really sure what to expect. She began with literally the hair at the beginning of my hairline on my neck. She was cutting bonds in half and also using keratin chips on top of the bonds which made them about an inch long, some even longer then that. I could immediately feel them touching my neck as she worked her way up but again I wasn't sure if this was normal. As she bonded them the keratin glue was getting everywhere. It looked like stringy glue from a hot glue gun coming off of the tool used for bonding. That was causing the bonds to fuse together which I wouldn't find out until later that evening. As she was putting them in she was rushing thru and taking breaks about every 30 minutes to smoke, along with doing other things in the salon while leaving me sitting at her station. I personally saw her work on 3 other clients while I was in her chair. It was also quite painful because she was pulling the hair when attaching them, which again I figured was normal. Not ONCE while she was putting in the extensions did she ask, check, or advise me the price had gone up. I also found it strance she cut so many bonds in half. She continued to attach them all the way up to the top of my head on the side and back which you could clearly see them. Again did not realize this until I got home and put my hair in a braid for bed. She advised I would be able to treat them as normal hair and pull my hair in a pony tail because I told her I wore it up sometimes, and she advised you wouldn't be able to see the bonds. But because she attached them so low and so close to the front of my hairline as well it would be impossible to wear my hair up as I would come to find out. Again at no point was I advised the price had gone up drastically. When I was done I was initially pleased because it looked nice. Despite the conditions of her station, the way she treated her assistants, her servicing other people and leaving me in her chair, the frequent cigaret breaks, and the way she made me uncomfortable demeaning her employees. I was told by her on our phone call if anything went wrong with the extensions or if I needed any removed that would be included in the overall service. However when I was getting up to leave I asked about this and was told absolutely nothing was included. Not even products. So she advised me I would need a special brush, a certain dry shampoo that worked with the extensions, special shampoo and conditioner, a conditionING treatment, and a keratin spray none of which were included which was a little upsetting. So i went to checkout and got my card out of my wallet. Mind you she said I needed all these products because of the extensoon which I later found out was not completely true. I got my card out of my wallet and handed it to her thinking it would probably be over the 700$ max because of the products. She swiped my card and at the same time said the total was 2595.00! I was shocked. Trying to hold back tears and anger I didn't know how to react. Aside from the prodcuts I added at the end I was never even warned or asked about the supposed rising price. She had already swiped my card and I had no idea what to do other than to dispute the charge. I immediately contacted my bank when in the parking lot and explainEd what happened. Not to mention I was distraught because I was flying to seattle in 48 hours for my wedding! My bank advised I needed to dispute the charge. While I was on the phone with them the salon beeped in. When I was done with my call I called the salon back. Cathy advised they had double charged me for extensions and overcharged me 600$ that she would refund. I told her I was extremely upset because she charged me FOUR times what I was told the price would be and it was unacceptable. She offered to credit me 50$ since they had neglected to tell me the price was going up while doing my hair. I told her that was still unacceptable and I was disputing the charge. She told me that extensions are expensive and not wanting to pay for the full amount is buyers remorse and it wasn't her problem and I should have payed more attention even though they never ever told me the price was going up nor did I see them take out more hair. The hair I was also told was remy human hair but they were unable to tell me what brand or show me a label of any kind. The hair was just in clear packets. While she was installing it she kept dropping extensions on the floor and picking them up and attaching them right to my head. When they would fall they were becoming matted but I couldn't really see what she was doing most of the time because she was behind me. She offered me no resolution for quadrupuling the price without my knowledge. Only a 50 dollar credit. I had no time to deal with this because I had to get ready to fly out of town for my wedding but because it was such a huge mishap I had to deal with it immediately. I called my bank back and advised she overcharged me and was going to credit me 650$ but that I was still going to dispute it because of the HUGE difference in price. My bank told me that she hadn't issued a credit that they could see, and that she tried to put thru over 10 charges of 403.00 within the past 30 minutes so they had frozen my account! And this couldn't have happened at a worse time because I was flying across the country to get married and she had now frozen my checking account! By the time all these phone calls were done it was almost midnight and I was so upset I decided I would go to bed and handle it in the morning. The next morning I followed up with my bank and she had not only not issued me a credit, but they advised they flagged her merchant account and blocked her because she kept trying to run my card without me there for different amounts! They told me if I could get her on the phone and she could provide the authorization code they could remove the charge for 2595.00 and I could handle the amount I actually agreed to pay in a civil setting. I spent the entire morning trying to get her to cooperate with my bank. She was rude to the customer service department and it took almost ten phone calls before she provided them the correct information which they repeatedly told her they needed. On 6 different calls they told her they needed the exact time the card was charged, the exact amount, and the authorization code. By the time she finally had the correct information it was almost 2pm and I had been up since 8am trying to get it solved because my account was frozen. On the last call because she was do rude and uncooperative with my bankers they had her speak with a supervisor. She left us on hold for almost a half hour and finally provided the authorization code to reverse the charge. Because she had my account frozen and they flagged her I had to get a temporary debit card that didn't even have my name! So I would be flying across the country with a card that didn't have identification on it. This caused me several problems and most places wouldn't accept it! Nightmare! I told her from the second I left that salon I was disputing the charge, but the second we hung up with my banker she tried to run thru several more charges I did not agree to in the amount of 2120.00. My bank called me back and said right after we had hung up after the reversal she just kept trying to run 2120 thru over and over and over but not to worry because she had been flagged. So at this point I spent several hours just to get this sorted out, I had to fly out in less than 24 hours with a temporary card without my name because she froze my account, and she was still trying to run my card without me there! Not only that but the bonds she attached were immediately shedding like crazy, matting, and the hair was breaking! So when I flew into seattle because I had lost so much hair and the bonds were hurting me I had to find a salon out there to take a look and try and fix the damage. I found and extension only salon and explained my issue and they fit me in for an appointment immediately. They were shocked at how large her bonds were and how much they had already shed within 48 hours and I still hadn't even washed my hair! The blondes were almost completely gone leaving only large bonds. They also said the pick hair wasn't real and the hair most definitely was NOT remy because the cuticles weren't all in the same direction which was why I was experiencing matting. During that appointment they removed all the empty blondes and broken pink bonds and replaced them. They also advised they specialize in hair extensions only and thereally most expensive package which is a full head of hair that goes below the waist is just shy of 1900. They were shocked that she charged so much. There bonds were much smaller and there hair was real remy. Haven't had any shedding or issues with theirs and it has been 3 weeks. They also counted the bonds and said with the ones she was cutting in half there we 80. So within a day and a half of leaving extasis I had to have these correction done! Then her bonds were so low I couldn't pull my hair up.and they were still shedding and bothering me so I had to make a SECOND appointment at the corrective salon to remove the bonds she put wayyyyy to high that you could clearly.see and also a few rows on the bottom that were scratching up my neck. They replaced what they could in my occipital area but said her bonds came out so easily they probably wouldn't last much longer. They had already slipped down my hair a half inch or so. I ended up having to take more of MY time on my honeymoon to fix this disaster! And pay more money! I had never gotten extensions before so I didn't realize how much damage she caused and how bad it actually was and how much damage she actually caused. They also removed the large bonds that were high up on my head that looked awful because you could clearly see them and the ones on the side that were high up and right by my face. Haven't had not one problem with their bonds. I still have some of hers in though that are stringy and sliding out. They also constantly are matting because it isnt remy hair. So i returned from my wedding and honeymoon to find a slew nasty emails from the owner Cathy even though I had asked her not to contact me unless it was thru the civil courts several times before I left. She had told me on the phone I better watch my back before I left but at this point I was upset and it was such a mess I just wanted to handle it upon my return. So as I said I had several nasty emails from her stating she had called the police. She called me a thief, a child, said I would pay the piper, told me to go call my daddy, and also that I better get ready to live in a jail cell. I contacted the police department and they told me not to worry that they had sent a day time officer out who advised her that it was civil issue (common sense) and would need to be handled in civil court and that they couldn't arrest me clearly . I wrote her back and advised her I didn't appreciate the derogatory names she was calling me, the childish behavior, and the harassing emails that she was sending while I was out of town after I had asked her not to contact me without legal presence 3 times already. All in all the experience was a nightm are and because I didn't know much about extensions the owner took advantage of the situation. She knew I had to leave for my wedding and that I had never gotten this type of extension before. On top of everything else it is christmas time! I told her before I left I would pay her what I originally agreed to plus the products purchased but she's not cooperative and she was looking to get as much money as she could out of me for poor service. Do your research. The extensions were applied poorly, they were poor quality, not real remy, the owner is condescending, and because this was my first experience with bonds and I was in a time crunch I just didn't realize how bad it was until I left. Aside from her trying to quadruple my charge.
Response to the false accusations above. The BBB losed this complaint in Favor of Extasis Salon & Spa
Ms, *******, is completely falsifying the events pertaining to her visit with Extasis Salon & Spa. Ms, ******* called us for hair extensions for her wedding 2 days prior to her visit requesting pricing information on fusion extension services. She was offered a consultation appointment, as is our procedure for all hair extension clients. During a consultation, we determine the clients desired result, budget, necessary products to be used, maintenance routine etc... all of which can not be determined over the phone without examining the clients individual situation. We generally custom order the hair for each client after the consultation. and deposit.
Ms. ******* was never quoted a final price at any time during that phone call. The only information she was given, is that the type of hair extension that she desired, had a cost of $10 per strand.
Ms. ******* was very insistent after our conversation, that she wanted to forgo the initial consultation because she was leaving the same Saturday that week for her trip. When she was informed that we may or may or may not have the correct colors in stock for her, her response was, that she didn't care what colors were available, she did not mind if several colors were used. She was also informed that any corrective color services were at an additional charge. So where she is getting that the entire procedure would be $500 escapes me. The hair itself costs much more than that just to purchase Maybe she was confused as to who said what, after admittedly saying that she had called numerous salons for estimates.
She did admit at one point in time that she had had a traumatic brain injury from a boating accident not long ago.
Miss ******* arrived at her appointment and was given the consultation, we agreed upon a color correction procedure, she had numerous undesirable shades in her hair due to coloring her own hair numerous times, which we corrected cost $220. She was informed again that the extension process and cost of hair was $10 per strand installed, and included the preparation, cutting and styling. Miss *******, at no point in time, asked anything additional in reference to cost. We believed her to understand, after discussing with her the cost per strand, twice, that she was aware of the potential cost. Hair extensions are expensive, that is why we have at length consultations with the clients prior to their service. All clients also sign a release and waiver for hair extension services, which Ms ******* signed. Hair extensions require a regimented routine of care, which we cannot supervise on a daily basis, once the client leaves the salon.
After Miss *******'s color service and extension preparation was complete, we laid out 100 strands for her, which is the minimum amount necessary to obtain a fair result for a full head of extensions, counted them right in front of her, as we laid them out. After exhausting the 100 strands, she insisted that we apply more, she wanted her hair to be as full and long as possible. We laid out another 100 strands, counting them in front of her once again, never did she exhibit and concern for cost. After completing the service we used 173 strands total. Miss ******* was thrilled with the results. We have pictures of the finished product, along with her smiling face.
During the entire visit, she did nothing but compliment the salon and staff repeatedly. When check out came, a different story. When she was presented with the bill for the services and over $100 worth of home care products, she became apparently upset. The original bill was over $2500. She used her credit card to pay and left.
Later that evening, when closing the books, I went over her charges again and discovered an overcharge, due to a computer glitch. Being that we are HONEST merchants, I immediately called her to retrieve her card information so I could refund the entire bill and recharge her card the correct amount. She did give me her card information and apologized for her earlier behavior. I immediately refunded her card for the entire amount. When I attempted to recharge the card for the correct amount, it would not go through. I attempted, several times to recharge the card. She obviously did not have enough credit left to perform this procedure before the refund caught up in the system and resulted in her account being locked.
The next day, Ms. ******* and I engaged a conference call with her bank to rectify the situation. I was informed that if I reversed the initial charge, that funds would be available immediately to recharge the correct amount. After doing so, I was never able to recharge the card for the amount of $2100.00 and change. Miss ******* obviously blocked my business from processing the amount. I have never been paid a penny for the over $2100.00 that Miss ******* received in goods and services from my salon to date. I did contact the police, because Miss ******* was unavailable by phone or to even leave a message to rectify this situation. She only responded to my e-mails in a negative tone and obviously had no intention of paying her bill. She has been very diligently, slandering us all over the internet and now with the BBB, in a fraudulent attempt to justify her incredulous behavior. Extasis is an accredited hair extension salon in the community and has conducted honest business practices for the last 18 years. Every once in awhile we do run across clients like Miss *******, who wants something they absolutely can not afford and does whatever they can to get it for nothing. The fact that she is seeking compensation for something she never has paid for in the first place, is a statement unto itself.
Extasis Salon & Spa Reviews
response to the above false accusations. This matter was closed by the BBB in Favor of Extasis Salon & Spa
Ms, *******, is completely falsifying the events pertaining to her visit with Extasis Salon & Spa. Ms, ******* called us for hair extensions for her wedding 2 days prior to her visit requesting pricing information on fusion extension services. She was offered a consultation appointment, as is our procedure for all hair extension clients. During a consultation, we determine the clients desired result, budget, necessary products to be used, maintenance routine etc... all of which can not be determined over the phone without examining the clients individual situation. We generally custom order the hair for each client after the consultation. and deposit.
Ms. ******* was never quoted a final price at any time during that phone call. The only information she was given, is that the type of hair extension that she desired, had a cost of $10 per strand.
Ms. ******* was very insistent after our conversation, that she wanted to forgo the initial consultation because she was leaving the same Saturday that week for her trip. When she was informed that we may or may or may not have the correct colors in stock for her, her response was, that she didn't care what colors were available, she did not mind if several colors were used. She was also informed that any corrective color services were at an additional charge. So where she is getting that the entire procedure would be $500 escapes me. The hair itself costs much more than that just to purchase Maybe she was confused as to who said what, after admittedly saying that she had called numerous salons for estimates.
She did admit at one point in time that she had had a traumatic brain injury from a boating accident not long ago.
Miss ******* arrived at her appointment and was given the consultation, we agreed upon a color correction procedure, she had numerous undesirable shades in her hair due to coloring her own hair numerous times, which we corrected cost $220. She was informed again that the extension process and cost of hair was $10 per strand installed, and included the preparation, cutting and styling. Miss *******, at no point in time, asked anything additional in reference to cost. We believed her to understand, after discussing with her the cost per strand, twice, that she was aware of the potential cost. Hair extensions are expensive, that is why we have at length consultations with the clients prior to their service. All clients also sign a release and waiver for hair extension services, which Ms ******* signed. Hair extensions require a regimented routine of care, which we cannot supervise on a daily basis, once the client leaves the salon.
After Miss *******'s color service and extension preparation was complete, we laid out 100 strands for her, which is the minimum amount necessary to obtain a fair result for a full head of extensions, counted them right in front of her, as we laid them out. After exhausting the 100 strands, she insisted that we apply more, she wanted her hair to be as full and long as possible. We laid out another 100 strands, counting them in front of her once again, never did she exhibit and concern for cost. After completing the service we used 173 strands total. Miss ******* was thrilled with the results. We have pictures of the finished product, along with her smiling face.
During the entire visit, she did nothing but compliment the salon and staff repeatedly. When check out came, a different story. When she was presented with the bill for the services and over $100 worth of home care products, she became apparently upset. The original bill was over $2500. She used her credit card to pay and left.
Later that evening, when closing the books, I went over her charges again and discovered an overcharge, due to a computer glitch. Being that we are HONEST merchants, I immediately called her to retrieve her card information so I could refund the entire bill and recharge her card the correct amount. She did give me her card information and apologized for her earlier behavior. I immediately refunded her card for the entire amount. When I attempted to recharge the card for the correct amount, it would not go through. I attempted, several times to recharge the card. She obviously did not have enough credit left to perform this procedure before the refund caught up in the system and resulted in her account being locked.
The next day, Ms. ******* and I engaged a conference call with her bank to rectify the situation. I was informed that if I reversed the initial charge, that funds would be available immediately to recharge the correct amount. After doing so, I was never able to recharge the card for the amount of $2100.00 and change. Miss ******* obviously blocked my business from processing the amount. I have never been paid a penny for the over $2100.00 that Miss ******* received in goods and services from my salon to date. I did contact the police, because Miss ******* was unavailable by phone or to even leave a message to rectify this situation. She only responded to my e-mails in a negative tone and obviously had no intention of paying her bill. She has been very diligently, slandering us all over the internet and now with the BBB, in a fraudulent attempt to justify her incredulous behavior. Extasis is an accredited hair extension salon in the community and has conducted honest business practices for the last 18 years. Every once in awhile we do run across clients like Miss *******, who wants something they absolutely can not afford and does whatever they can to get it for nothing. The fact that she is seeking compensation for something she never has paid for in the first place, is a statement unto itself.
Went to extasis to have hair extensions and color done before wedding. Originally called and spoke with owner Cathy Lehner and gave card information for a deposit of $500, was quoted on phone and in salon after physical meeting full highlight and extensions would range between 5-700$ MAX. Agreed to move forward although I was a little disturbed by the way the owner kept her salon and station, and also talked to and treated her staff. Throughout my appointment she was consistently barking orders at the girls who work with her who are extremely nice and accomadating. She also made me uncomfortable when speaking with her son who is the secretary for the salon. Any time he had a question about something she was very nasty to him for even speaking. I had very little time left because I was flying across the country for my wedding within 48 hours and so I was limited in my selection of where to go. After speaking with cathy on the phone though I was assured they would take good care of me. After arriving and having the consult in person and getting the pricing I decided to move forward. I wanted a full highlight but she said because of the current color of my hair she wanted to incorporate low lights, and also because they didn't have enough hair on hand to match a full highlight which I understood because we were in a time crunch, although on the phone she said they would have enough blonde for me. But again because I was short on time I didn't have the option to go elsewhere before flYing out. So she used 3 or 4 different colors on my hair including blonde, dark brown, medium brown, and pink/red. The bowls of color she brought out were messy and not mixed fully. She seemed in a rush the entire time and when I first arrived I was mostly helped by her "assistants" so I didn't actually get started until about 30 minutes after arriving. Also throughout my appointment she was working on other clients and taking frequent cigarette breaks about every half hour which if you are not a smoker is very bothersome because the smell is overpowering. When she was applying the color to my hair I was trying to stay in good spirits and be positive because I was in a bit of a pickle and also because her assistants were super helpful which made it tolerable. I was with them the majority of the appointment. When she began my foils she was slapping so much product on it kept oozing out and getting on my face and neck, and also I had to get it away from my eyes more then once. I was shocked and disappointed because she seemed to be in a huge rush which was making her work even more sloppy. After all the foils were in she again was bouncing around servicing other clients and I believe she left the color/bleach on a bit to long because my hair seemed fried. At this point it was too late. The assistants were brushing it out with a wide toothed comb and she came up with a paddle brush and started ripping thru my hair. Because I have a ton of fine hair it was ripping it out! I looked at the paddle brush she was using on my wet hair and it was full of blonde hair. She then got flustered and said she needed to do a deep condition treatment on half my head and a gloss treatment on the other half which she had her assistants take me back to the sink to do. She was again taking care of other clients while this was happening. Her assistants then had to wash my hair again because the gloss was in it which defeated the purpose of the deep conditioning treatment. Then I was taken back to her station and she again had me sit there while she was working on other clients. When she came to dry my hair she used a paddle brush and was pulling and ripping my hair! Even her assistants looked put off by all the hair she was ripping out and damaging. Once my hair was dry she trimmed it more then I wanted because she fried it so much but at that point it was too late and the only way my hair would look good was to have the extensions put in which I already had a non refundable deposit for. She laid out the hair she was going to use and began. I've never gotten extensions before besides the tape-in so I was not really sure what to expect. She began with literally the hair at the beginning of my hairline on my neck. She was cutting bonds in half and also using keratin chips on top of the bonds which made them about an inch long, some even longer then that. I could immediately feel them touching my neck as she worked her way up but again I wasn't sure if this was normal. As she bonded them the keratin glue was getting everywhere. It looked like stringy glue from a hot glue gun coming off of the tool used for bonding. That was causing the bonds to fuse together which I wouldn't find out until later that evening. As she was putting them in she was rushing thru and taking breaks about every 30 minutes to smoke, along with doing other things in the salon while leaving me sitting at her station. I personally saw her work on 3 other clients while I was in her chair. It was also quite painful because she was pulling the hair when attaching them, which again I figured was normal. Not ONCE while she was putting in the extensions did she ask, check, or advise me the price had gone up. I also found it strance she cut so many bonds in half. She continued to attach them all the way up to the top of my head on the side and back which you could clearly see them. Again did not realize this until I got home and put my hair in a braid for bed. She advised I would be able to treat them as normal hair and pull my hair in a pony tail because I told her I wore it up sometimes, and she advised you wouldn't be able to see the bonds. But because she attached them so low and so close to the front of my hairline as well it would be impossible to wear my hair up as I would come to find out. Again at no point was I advised the price had gone up drastically. When I was done I was initially pleased because it looked nice. Despite the conditions of her station, the way she treated her assistants, her servicing other people and leaving me in her chair, the frequent cigaret breaks, and the way she made me uncomfortable demeaning her employees. I was told by her on our phone call if anything went wrong with the extensions or if I needed any removed that would be included in the overall service. However when I was getting up to leave I asked about this and was told absolutely nothing was included. Not even products. So she advised me I would need a special brush, a certain dry shampoo that worked with the extensions, special shampoo and conditioner, a conditionING treatment, and a keratin spray none of which were included which was a little upsetting. So i went to checkout and got my card out of my wallet. Mind you she said I needed all these products because of the extensoon which I later found out was not completely true. I got my card out of my wallet and handed it to her thinking it would probably be over the 700$ max because of the products. She swiped my card and at the same time said the total was 2595.00! I was shocked. Trying to hold back tears and anger I didn't know how to react. Aside from the prodcuts I added at the end I was never even warned or asked about the supposed rising price. She had already swiped my card and I had no idea what to do other than to dispute the charge. I immediately contacted my bank when in the parking lot and explainEd what happened. Not to mention I was distraught because I was flying to seattle in 48 hours for my wedding! My bank advised I needed to dispute the charge. While I was on the phone with them the salon beeped in. When I was done with my call I called the salon back. Cathy advised they had double charged me for extensions and overcharged me 600$ that she would refund. I told her I was extremely upset because she charged me FOUR times what I was told the price would be and it was unacceptable. She offered to credit me 50$ since they had neglected to tell me the price was going up while doing my hair. I told her that was still unacceptable and I was disputing the charge. She told me that extensions are expensive and not wanting to pay for the full amount is buyers remorse and it wasn't her problem and I should have payed more attention even though they never ever told me the price was going up nor did I see them take out more hair. The hair I was also told was remy human hair but they were unable to tell me what brand or show me a label of any kind. The hair was just in clear packets. While she was installing it she kept dropping extensions on the floor and picking them up and attaching them right to my head. When they would fall they were becoming matted but I couldn't really see what she was doing most of the time because she was behind me. She offered me no resolution for quadrupuling the price without my knowledge. Only a 50 dollar credit. I had no time to deal with this because I had to get ready to fly out of town for my wedding but because it was such a huge mishap I had to deal with it immediately. I called my bank back and advised she overcharged me and was going to credit me 650$ but that I was still going to dispute it because of the HUGE difference in price. My bank told me that she hadn't issued a credit that they could see, and that she tried to put thru over 10 charges of 403.00 within the past 30 minutes so they had frozen my account! And this couldn't have happened at a worse time because I was flying across the country to get married and she had now frozen my checking account! By the time all these phone calls were done it was almost midnight and I was so upset I decided I would go to bed and handle it in the morning. The next morning I followed up with my bank and she had not only not issued me a credit, but they advised they flagged her merchant account and blocked her because she kept trying to run my card without me there for different amounts! They told me if I could get her on the phone and she could provide the authorization code they could remove the charge for 2595.00 and I could handle the amount I actually agreed to pay in a civil setting. I spent the entire morning trying to get her to cooperate with my bank. She was rude to the customer service department and it took almost ten phone calls before she provided them the correct information which they repeatedly told her they needed. On 6 different calls they told her they needed the exact time the card was charged, the exact amount, and the authorization code. By the time she finally had the correct information it was almost 2pm and I had been up since 8am trying to get it solved because my account was frozen. On the last call because she was do rude and uncooperative with my bankers they had her speak with a supervisor. She left us on hold for almost a half hour and finally provided the authorization code to reverse the charge. Because she had my account frozen and they flagged her I had to get a temporary debit card that didn't even have my name! So I would be flying across the country with a card that didn't have identification on it. This caused me several problems and most places wouldn't accept it! Nightmare! I told her from the second I left that salon I was disputing the charge, but the second we hung up with my banker she tried to run thru several more charges I did not agree to in the amount of 2120.00. My bank called me back and said right after we had hung up after the reversal she just kept trying to run 2120 thru over and over and over but not to worry because she had been flagged. So at this point I spent several hours just to get this sorted out, I had to fly out in less than 24 hours with a temporary card without my name because she froze my account, and she was still trying to run my card without me there! Not only that but the bonds she attached were immediately shedding like crazy, matting, and the hair was breaking! So when I flew into seattle because I had lost so much hair and the bonds were hurting me I had to find a salon out there to take a look and try and fix the damage. I found and extension only salon and explained my issue and they fit me in for an appointment immediately. They were shocked at how large her bonds were and how much they had already shed within 48 hours and I still hadn't even washed my hair! The blondes were almost completely gone leaving only large bonds. They also said the pick hair wasn't real and the hair most definitely was NOT remy because the cuticles weren't all in the same direction which was why I was experiencing matting. During that appointment they removed all the empty blondes and broken pink bonds and replaced them. They also advised they specialize in hair extensions only and thereally most expensive package which is a full head of hair that goes below the waist is just shy of 1900. They were shocked that she charged so much. There bonds were much smaller and there hair was real remy. Haven't had any shedding or issues with theirs and it has been 3 weeks. They also counted the bonds and said with the ones she was cutting in half there we 80. So within a day and a half of leaving extasis I had to have these correction done! Then her bonds were so low I couldn't pull my hair up.and they were still shedding and bothering me so I had to make a SECOND appointment at the corrective salon to remove the bonds she put wayyyyy to high that you could clearly.see and also a few rows on the bottom that were scratching up my neck. They replaced what they could in my occipital area but said her bonds came out so easily they probably wouldn't last much longer. They had already slipped down my hair a half inch or so. I ended up having to take more of MY time on my honeymoon to fix this disaster! And pay more money! I had never gotten extensions before so I didn't realize how much damage she caused and how bad it actually was and how much damage she actually caused. They also removed the large bonds that were high up on my head that looked awful because you could clearly see them and the ones on the side that were high up and right by my face. Haven't had not one problem with their bonds. I still have some of hers in though that are stringy and sliding out. They also constantly are matting because it isnt remy hair. So i returned from my wedding and honeymoon to find a slew nasty emails from the owner Cathy even though I had asked her not to contact me unless it was thru the civil courts several times before I left. She had told me on the phone I better watch my back before I left but at this point I was upset and it was such a mess I just wanted to handle it upon my return. So as I said I had several nasty emails from her stating she had called the police. She called me a thief, a child, said I would pay the piper, told me to go call my daddy, and also that I better get ready to live in a jail cell. I contacted the police department and they told me not to worry that they had sent a day time officer out who advised her that it was civil issue (common sense) and would need to be handled in civil court and that they couldn't arrest me clearly . I wrote her back and advised her I didn't appreciate the derogatory names she was calling me, the childish behavior, and the harassing emails that she was sending while I was out of town after I had asked her not to contact me without legal presence 3 times already. All in all the experience was a nightm are and because I didn't know much about extensions the owner took advantage of the situation. She knew I had to leave for my wedding and that I had never gotten this type of extension before. On top of everything else it is christmas time! I told her before I left I would pay her what I originally agreed to plus the products purchased but she's not cooperative and she was looking to get as much money as she could out of me for poor service. Do your research. The extensions were applied poorly, they were poor quality, not real remy, the owner is condescending, and because this was my first experience with bonds and I was in a time crunch I just didn't realize how bad it was until I left. Aside from her trying to quadruple my charge.
Response to the false accusations above. The BBB losed this complaint in Favor of Extasis Salon & Spa
Ms, *******, is completely falsifying the events pertaining to her visit with Extasis Salon & Spa. Ms, ******* called us for hair extensions for her wedding 2 days prior to her visit requesting pricing information on fusion extension services. She was offered a consultation appointment, as is our procedure for all hair extension clients. During a consultation, we determine the clients desired result, budget, necessary products to be used, maintenance routine etc... all of which can not be determined over the phone without examining the clients individual situation. We generally custom order the hair for each client after the consultation. and deposit.
Ms. ******* was never quoted a final price at any time during that phone call. The only information she was given, is that the type of hair extension that she desired, had a cost of $10 per strand.
Ms. ******* was very insistent after our conversation, that she wanted to forgo the initial consultation because she was leaving the same Saturday that week for her trip. When she was informed that we may or may or may not have the correct colors in stock for her, her response was, that she didn't care what colors were available, she did not mind if several colors were used. She was also informed that any corrective color services were at an additional charge. So where she is getting that the entire procedure would be $500 escapes me. The hair itself costs much more than that just to purchase Maybe she was confused as to who said what, after admittedly saying that she had called numerous salons for estimates.
She did admit at one point in time that she had had a traumatic brain injury from a boating accident not long ago.
Miss ******* arrived at her appointment and was given the consultation, we agreed upon a color correction procedure, she had numerous undesirable shades in her hair due to coloring her own hair numerous times, which we corrected cost $220. She was informed again that the extension process and cost of hair was $10 per strand installed, and included the preparation, cutting and styling. Miss *******, at no point in time, asked anything additional in reference to cost. We believed her to understand, after discussing with her the cost per strand, twice, that she was aware of the potential cost. Hair extensions are expensive, that is why we have at length consultations with the clients prior to their service. All clients also sign a release and waiver for hair extension services, which Ms ******* signed. Hair extensions require a regimented routine of care, which we cannot supervise on a daily basis, once the client leaves the salon.
After Miss *******'s color service and extension preparation was complete, we laid out 100 strands for her, which is the minimum amount necessary to obtain a fair result for a full head of extensions, counted them right in front of her, as we laid them out. After exhausting the 100 strands, she insisted that we apply more, she wanted her hair to be as full and long as possible. We laid out another 100 strands, counting them in front of her once again, never did she exhibit and concern for cost. After completing the service we used 173 strands total. Miss ******* was thrilled with the results. We have pictures of the finished product, along with her smiling face.
During the entire visit, she did nothing but compliment the salon and staff repeatedly. When check out came, a different story. When she was presented with the bill for the services and over $100 worth of home care products, she became apparently upset. The original bill was over $2500. She used her credit card to pay and left.
Later that evening, when closing the books, I went over her charges again and discovered an overcharge, due to a computer glitch. Being that we are HONEST merchants, I immediately called her to retrieve her card information so I could refund the entire bill and recharge her card the correct amount. She did give me her card information and apologized for her earlier behavior. I immediately refunded her card for the entire amount. When I attempted to recharge the card for the correct amount, it would not go through. I attempted, several times to recharge the card. She obviously did not have enough credit left to perform this procedure before the refund caught up in the system and resulted in her account being locked.
The next day, Ms. ******* and I engaged a conference call with her bank to rectify the situation. I was informed that if I reversed the initial charge, that funds would be available immediately to recharge the correct amount. After doing so, I was never able to recharge the card for the amount of $2100.00 and change. Miss ******* obviously blocked my business from processing the amount. I have never been paid a penny for the over $2100.00 that Miss ******* received in goods and services from my salon to date. I did contact the police, because Miss ******* was unavailable by phone or to even leave a message to rectify this situation. She only responded to my e-mails in a negative tone and obviously had no intention of paying her bill. She has been very diligently, slandering us all over the internet and now with the BBB, in a fraudulent attempt to justify her incredulous behavior. Extasis is an accredited hair extension salon in the community and has conducted honest business practices for the last 18 years. Every once in awhile we do run across clients like Miss *******, who wants something they absolutely can not afford and does whatever they can to get it for nothing. The fact that she is seeking compensation for something she never has paid for in the first place, is a statement unto itself.