ComplaintsforTransitions of Indiana

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 8, 2021 I paid Transitions of Indiana $2,924.00 for a year contract which should include 2 units (hair replacements) monthly shampoo/maintenance and 2 "cut-in." I had been a customer for several, took a short break and returned in 2019. Due to the pandemic there was a delaye in units (hair) which I understood. I purchased my own unit and services were provided by an independent hair stylist for approximately 3 months.Although there was a price increase for 2022 I received credit for the services which Transitions did not provide which made my new total $2,924.00 which I paid in full. During a service in January 2022 I advised my stylist the hair on the unit was thin and it had been shedding more than usual. My stylist also noticed a bald spot in the back of the unit. An order for my replacement was placed in September 2021. I asked to speak with a Manager and ******** informed me that my replacement was still in production. ******** said and I asked that she contact the manufactuer and call me with an et. ******** called a few days later giving me an et of April 2, 2022 (6 months after the order). ******** could not guarantee the arrival date at which time I informed her that I no longer felt comfortable wearing the unit. Initialy ******** informed me and my stylist that Transitions would provide me with a temporary replacement; she even asked my stylist, a Transitions employee, to assist with shopping for the replacement. After we scheduled a time to meet/purchase hair, the employee was informed by **** that Transitions would not be purchasing a temporary replacement unit for me. I purchased a unit and have been having seeing an independent hair stylist since March 2022. I contacted Transitions and they still do no have a et and they refuse to give me a refund. They offer an account credit to use at Transitions. I no longer wish to do business with this company.

  Business response

  04/22/2022

  Thank you for bringing this to our attention. We are very sorry this situation has arisen, and we take such client concerns very seriously.
  
  I have reviewed this client's profile notes in detail, and she signed a contract 9/2/2021 stating CLIENT acknowledges that he/she is responsible for the total amount due at the bottom of this agreement and the designated monthly fee, if applicable. Unfortunately, it is just not possible to guarantee a turnaround time on our custom designed hair systems that are ordered from the manufacturer. This is due to industry-wide delays resulting from the pandemic, something that was acknowledged by the client in the complaint filed. Her contract states that the $2,924.00 paid includes two custom hair systems, 12 services and 2 cut-ins for the hair systems purchased. An order for the first system was placed with our manufacturer in September 2021 after the contract was signed, and the order for her second system was placed in January 2022.
  
  Our manufacturer was not able to provide an ETA on the hair systems due to the above-mentioned reason. Despite our challenges relative to supply limitations, we were able to source a temporary replacement system, similar in quality but with a straighter hair type, and this was offered due to the delay in receiving the first hair system. The client stated that she did not want to switch to the system with straight hair that was offered, and as such declined to take up our temporary solution offer. Updates have been provided on turnaround time for the custom hair on order, and the current estimated delivery date is April 2022 which has been relayed to the client. As soon as we are in possession of the hair ordered, she will be notified immediately. A credit for the $581 in unused monthly services was offered on 4/22/22 and was refused by the client, who stated she would be contacting her attorney. The hair that has been purchased will be given to the client as soon as it arrives at our office, and the offer of a $581 credit is still available. As our orders are 100% custom, we cannot offer a refund once the hair system is in production. I would be happy to discuss these matters with the client again as well if that helps. We would like to again state that we are sorry for any stress this may have caused, and we trust this reply will help clarify the steps we have tried to take to resolve this matter.  Please let me know if there is anything else that I can do to be of assistance. 

  Warm Regards,

  Will *******, Director

   

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have been doing business with Transitions since 9/2011; I left for a few years and returned in 2019. When the orders were placed for the original units the delivery time was approximately 10 weeks. Although an exact date was not given the units arrived in a timely matter. 

  There are a variety of contract options but I chose two units per year as the units/hair which I ordered last approx. 6 months. After a few months the hair starts to shed and/or lose it's color, usually after approx. 6 months. I work with the public and I have worn the same hairstyle for the majority of my adult life. In 2020 I changed my hair style and being a more mature lady I do not go back/forth with hairstyles. Yes, Transitions did offer a "temporary unit" but the one they offered has been sitting in the drawer for close to two years. 

  In September 2021 I signed a contract with Transitions and paid the amount due ($2,924.00) in full. I fulfilled my part of the contract and Transitions has not. Transitions has failed to honor their contract and refuse to return any portion of $2,924.00 I paid. We are now 8 months into a 12 month contract and Transitions still does not have an ETA for the 2 units ordered. 

  I ordered my own replacement units they arrived in less than 2 weeks. 

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

  
  

  Business response

  05/05/2022

  Were glad to report back that your new system has arrived, and you have scheduled an appointment to come and see us. Were looking forward to seeing you soon!
  
  Please let me know if there is anything else that I can do to be of assistance. 
  
  Warm Regards, 
  
  Will *******
  Director

  Customer response

  05/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*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. ↩