Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Incident: November 11, 2022.Appointment time: 10:45am Time of arrival into parking: 10:48am (see parking ticket)Time of arrival at business: 10:51am Issue: owner improperly and on-purpose misrepresents the circumstances in order to misappropriate money from a client. Discussion: due to an unforeseen accident on the roadway today I was six minutes after the appointment time. I was physically present inside the business, looking at the owner face-to-face ************************* when the owner refused my business.The reason I highlight being physically present is because the owner took money against my consent from my banking account claiming it was due to a NO-SHOW (see email attachment, time stamped 10:55am) and the claim of no-show is a complete lie.To any reasonable person a no-show would be considered to be someone who fails to be physically present. I WAS physically present. The owner stole money under pretense of a lie. Its evident from the parking ticket that only a couple minutes had elapsed.I ask for Action requested: my money to be properly returned, the owner is using deceit in an attempt to justify theft. Complete removal of my personal and financial information from his access, and no storage of my information in his systems.*side note: I park on the same level as the business, the first level up from the ticket gate, and park close to the malls doors. It takes only one to two minutes to walk from the parking structure into the businesses entrance.Additionally, I was a client once a week for two months and was never late before. I had no previous history of being late or no-showing to that business.

  Business Response

  Date: 11/23/2022

  Mr. *********************** had an appointment with us at 10:45 am, spoke with him 20 minutes prior and he informed me that he would be on time but was not at our location for his scheduled appointment and since we had no communication with him and cannot assume that he would eventually make it and due to the fact that there was no more communication with him we cancelled his appointment after 5 minutes and moved forward with our day and took in a customer that had just walked in. He did walk in a minute after I sat the walk in customer but by then the only thing I had available for him was an hour and a half later which I offered him but he refused so then we proceeded to charge the cancellation fee. I did inform him about the cancellation fee and he replied "go ahead it don't matter, I'll just dispute it". It is our policy to inform all our customers about our cancellation policy whether its in person, over the phone or online and it is the only way we will schedule any appointment. Mr. *********************** was made aware of our policy the very 1st time he booked with us and every time he rescheduled. I've included a script of our policy below.       

  Cancellation Policy:

  The Urban City Barbershop's mission is to give our customers the best experience possible. Our goal is to help every customer to plan his or her day in the most efficient manner and by booking an appointment with us allows you to do just that. We ask all our customers to travel with time to best deal with traffic, find parking and arrive to their reservation on time. We try our best to stay on time for each and every appointment and is best for you to arrive 10 to 15 minutes prior to help us with promptness because we do not allow for a grace ***************** style="--******-blue: rgb(40,190,255); --primary-color: rgb(0, 126, 181); --primary-black: rgb(34,36,40); --primary-blue: rgb(0, 127, 181); --primary-white: rgb(255, 255, 255); --neutral-1: rgb(84,87,95); --neutral-2: rgb(130,135,145); --neutral-3: rgb(203,208,215); --neutral-4: rgb(234,237,241); --neutral-6: rgb(179, 187, 199); --selected-hover: rgba(255, 255, 255, ****); --unselected-hover: rgba(34,36,40, ****); --error: rgb(189, 56, 69); --warning: rgb(255,215,61); --base-font-family: "Open Sans", Arial, Helvetica, sans-serif; --secondary-font-family: "Lato", sans-serif; --base-font-size: 16px; --border-color: var(--neutral-3); --box-shadow-color: #********; --checkbox-check: url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='16' height='16'%3E%3Cg data-name='White **************************name='Path 99' d='M12 5l-5.312 6L4 8' fill='none' stroke='%23fff' stroke-linecap='round' stroke-linejoin='round' stroke-width='2'/%3E%3C/g%3E%3C/svg%3E"); --checkbox-background-color: var(--primary-color); --header-link-colors: var(--primary-white); --header-background: var(--primary-color); --font-color: var(--primary-white); --logo-font-color: var(--primary-white); --font-focused-color: var(--primary-black); --dropdown-font-color: var(--neutral-1); --primary-btn-background: var(--primary-white); --primary-btn-background-hover: rgba(255, 255, 255, ****); --primary-btn-background-clicked: rgba(255, 255, 255, ****); --primary-btn-text: var(--primary-color); --notification-bell-stroke-color: var(--primary-white); --nav-font-color: var(--primary-white); --nav-selected-font-color: var(--primary-color); --nav-caret-current: url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='16' height='16'%3E%3Cpath d='M8 13L3 5h10z' fill='%23fff'/%3E%3C/svg%3E"); --nav-caret-selected: url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='16' height='16'%3E%3Cpath d='M8 13L3 5h10z' fill='%23007eb5'/%3E%3C/svg%3E"); --nav-caret-primary: url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='16' height='16'%3E%3Cpath d='M8 13L3 5h10z' fill='%23fff'/%3E%3C/svg%3E"); --user-icon: url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='17' height='20'%3E%3Cpath d='M0 ******a**** **** 0 016.181-7.372A**** **** 0 ***** 5a***** ***** 0 *****-5 **** **** 0 ***** 5 ****1 ****1 0 01-2.781 4.455A****1 ****1 0 **** ******C17 ****** ***** 20 8.5 20S0 ****** 0 ******z' fill='%23007eb5'/%3E%3C/svg%3E"); --system-settings-icon: url("data:image/svg+xml;charset=utf8,%3Csvg xmlns='http://www.w3.org/2000/svg' width='32' height='32' viewBox='0 0 32 32'%3E%3Cdefs%3E%3Cstyle%3E.a{fill:%23fff;opacity:0;}.b,.c{fill:none;stroke:%23fff;stroke-width:2px;}.b{stroke-linecap:round;stroke-linejoin:round;}%3C/style%3E%3C/defs%3E%3Cg transform='translate(3.6 28)'%3E%3Crect class='a' width='32' height='32' transform='translate(-3.6 -28)'/%3E%3Cpath class='b' d='M7.846.352a10.987,10.987,0,0,1,5.509,0q0,.087,0,.174a3.3,3.3,0,0,0,3.3,3.3,3.284,3.284,0,0,0,1.8-.533A10.987,10.987,0,0,1,21.2,8.061q-.076.039-.151.082a3.3,3.3,0,0,0,.153,5.8,11.082,11.082,0,0,1-2.754,4.769q-.073-.047-.148-.091a3.3,3.3,0,0,0-4.945,3.029,10.987,10.987,0,0,1-5.507,0q0-.086,0-.173a3.3,3.3,0,0,0-5.1-2.767A10.986,10.986,0,0,1,0,13.939q.075-.039.149-.081A3.3,3.3,0,0,0,1.36,9.351,3.284,3.284,0,0,0,0,8.06,11.082,11.082,0,0,1,2.754,3.29q.072.047.147.09A3.3,3.3,0,0,0,7.846.352Z' transform='translate(1.8 -23)'/%3E%3Cpath class='c' d='M4,8A4,4,0,1,0,0,4,4,4,0,0,0,4,8Z' transform='translate(8.4 -16)'/%3E%3C/g%3E%3C/svg%3E"); --admin-panel-bg: var(--primary-white); --admin-panel-link-color: var(--primary-blue); --admin-panel-location-name-color: var(--primary-black); --admin-panel-dividers: var(--primary-black); --dropdown-caret: url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='16' height='16'%3E%3Cdefs%3E%3CclipPath id='a'%3E%****** d='M404-26h16v16h-16z' transform='translate(-404 26)' clip-rule='evenodd' fill='none'/%3E%3C/clipPath%3E%3CclipPath id='b'%3E%3Cpath d='M404-10h16v-16h-16z' transform='translate(-404 26)' fill='none'/%3E%3C/clipPath%3E%3CclipPath id='c'%3E%****** d='M416.813-******l.625.781-5.312 4.25-5.312-4.25.625-.781 4.688 3.75z' transform='translate(-406.813 ******)' fill='%2354575f' clip-rule='evenodd'/%3E%3C/clipPath%3E%3CclipPath id='d'%3E%****** class='d' d='M404-10h16v-16h-16z' transform='translate(-404 26)'/%3E%3C/clipPath%3E%3Cstyle%3E.d%7Bfill:%2354575f%7D%3C/style%3E%3C/defs%3E%3Cg clip-path='url(%23a)'%3E%3Cg clip-path='url(%23b)'%3E%3Cpath d='M-5-5h26v26H-5z' fill='transparent'/%3E%3C/g%3E%3C/g%3E%3Cg transform='translate(2.813 *****)' clip-path='url(%23c)'%3E%3Cg transform='translate(-2.813 -*****)' clip-path='url(%23d)'%3E%3Cpath class='d' d='M18.437.485v15.031H-2.187V.485z'/%3E%3C/g%3E%3C/g%3E%3C/svg%3E"); --dropdown-color: var(--primary-black); --dropdown-bg: var(--primary-white); --dropdown-option-bg: var(--primary-white); color: rgb(51, 51, 51); font-family: arial, verdana, sans-serif; background-color: rgb(255, 255, 255);">If you need to cancel your appointment, you must call 1 hour prior to your appointment in order to avoid a last minute cancellation fee of $25.  If you do not call or miss your appointment then there is a $25 fee accessed, so we ask you to please consider our Barbers time and to inform us of any complications hindering you to make your appointment on time.

  
  Note: Some appointments could run a little longer and may cause for next appointment to have to wait past their scheduled time but rest assured that as long as you have a scheduled appointment you have a guaranteed opportunity to be fully serviced.  Thank you and GOD Bless.

  Customer Answer

  Date: 11/23/2022

  Complaint: 18394358
  
  I am rejecting this response because: I ask the refund to be issued and for the BBB to support my request.
  
  * Owner states that he called me 20 minutes prior to the appointment time.  So, the owner acknowledges having communication with me,spoke with him 20 minutes prior, but then claims, since we had no communication with him in the same sentence.  The owner could have dialed the same 10 digits from 20 minutes prior. I had not yet come upon the accident on the roadway, or I would have shared that I would be most likely running behind out of courtesy.  This goes to support the owners lack of clear and transparent policies, and his operating the business by whatever mood hes in at that moment.
  
  * Owner states, cancelled his appointment after 5 minutes.  Return to my original complaint with attachment, I was there at 10:51am.  The cancellation didnt occur until after I was turned away and departed.  That is when the owner cancelled the appointment, at 10:55am, the evidence has the business logo on it.  The appointment could have very well taken place if not for the owner.  Just because the owner says no-show doesnt make it a fact.  The owner has a problem with honesty and is misleading and misrepresenting facts to the BBB.
  
  *Owner states, we do not allow for a grace ************* With that statement it is fair to assume the cancellations are manually conducted, meaning, they make the decision.  One day they do, the next day they dontmaybe the business owner realizes hes a failure and is in a bad mood, so no he wont.  But weeks before that his own employees are telling people they have a 15-minute ************* The point being, he and his employees decide and then cancel the appointment in their system its not automatic, so if the owner wants to take some money without earning it, thats all he must do.  I support this with the copy of my original complaint highlighting the appointment wasnt cancelled until 10 minutes after the appointment time, not FIVE minutes, as the owner has clearly lied about.
  
  *Owner states took in a customer that had just walked in. He did walk in a minute after I sat the walk-in customer but this has nothing to do with the employee who was booked to cut my hair, **************************  **** had no one in the seat and wasnt cutting anyones hair, because right after speaking with the owner I walked back to **** and said, Im sorry but I wont be back, the owner just cost you a long-term client and the tips Ive been giving you.  I also said, we both know the session is booked for 45 minutes, which you knock-out in ***** minutes, theres no reason you can't cut my hair right now, except for the owner being a jerk and running a business badly.  **** said, I know and gave me a look of acknowledgement which seemed to say, the owner has a history of ruining relationships with their clients.  **** and I ***** hands, and I departed.  It wasnt until I was in the parking garage was the appointment cancelled, FIVE MINUTES after what the owner says occurred, again see the email screenshot I submitted with the original complaint.
  
  *Owner states. Mr. *********************** was made aware of our policy the very 1st time he booked with us and every time he rescheduled. I've included a script of our policy below again this is not true.  Ive only booked once, the very first appointment,and I did not see anything about a late policy, because the owner disguises it under the CANCELLATION POLICY and is why its easily missed.  Returning to my point, every appointment thereafter was made at the business for future appointments, I would say the date and time and the employee, or the owner scheduled it in the computer system.  So no, I had no knowledge of the policy and I highlight he purposely hides it under a different notice, its the only notice found throughout the website, I went back and checked.  It's not posted at the store, it's as if it doesnt even exist.  What a coincidence,he takes $25 a pop as a result.
  
  *Owner states, the only thing I had available for him was an hour and a half later.  To which I informed him I wouldnt be back and would spend my money at another establishment.  Thats when the owners demeanor soured and is when he poutingly brings up a late fee.  Theres no reason for me to want to return when the ****** is looking me in my eyes from across the room, with no one in his chair, because the owner is picking and choosing who he will permit to have a haircut, and when, on his terms.  Thats the owners ego interfering with a logical business decision.
  
  Note* BBB, you can ask to see the video from the mall and see for yourself ************************* is clearly misleading in his response, its not by accident.
  
  Note* Read the Yelp reviews of his business, this is a repetitive tactic the owner employs to steal money by falsely claiming people are No-Shows.  Look at the cancellation email, it says because of NO-SHOW.  Its clear by my statement and the owners response that I was present.  The owner could call himself a jackass, I ************************* am a jackass,but it doesnt mean hes an actual donkey.
  
  In closing, the failure to have a late policy aka a grace ****** aka whatever you want to call it is a poor decision and is unrealistic and this will only repeat itself in the future, taking advantage of people $25 dollars at a time.  When an appt is made, a client has no option but to provide their card information, and we do so in good faith.  That doesnt give a blanket excuse to take money because of your failures to make smart business decisions. 
  
  BBB, the owners a BS artist and you have the power to bring this to light and to hold him accountable.  How many more examples in this response is it necessary to highlight his credibility is questionable, and for good reason.  This does not bode well for the reputation of other small businesses, or the *******************.
  
  Again, I ask the refund to be issued and for the BBB to support my request.
  
  Thank you for your time,
  
  ***********************