ComplaintsforCharles Penzone Salons, Inc.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  6/15 I had a jet peel and dermaplane- cost $217.00 + tax and $50 tip. I had a previous jet feel a few months prior. At this previous jetpeeI with **** my nose and the area around it were both jet peeled and dermaplaned. And I saw significant exfoliation and pore reduction results. During the procedure on 6/15, the area on and around my nose was not jet peeled nor dermaplaned. I took pictures the following day when I noticed facial hair still present on areas on my face and dead skin on the sides of my nose and area of my face abutting my nose . At that point I also noticed there was no improvement on the pores located on and around my nose. I called Penzones the following day and spoke to someone who referred me to ********* at the ****** salon. I sent photos to the salon. ********* reviewed the photos asked about the procedures (agreed work was incomplete) and said she would get back to me to schedule the touch ups. Later that evening, I received a call from someone who was working on fixing the issue with *********. She scheduled me to come in on Friday 6/21 at 10:30am for a dermaplane and jet peel with a technician named ******. 6/19 Wednesday afternoon ********* called me and said that she asked around to technicians who do jetpeels and most said they do not the nose out of fear of getting too close to the eyes. She then said that I could schedule with **** who did my previous jetpeel and who would include my nose- the dermaplane would be free but I would have to pay for the jetpeel on and around my nose. I told ********* I didn’t think it was fair. She said I would have to pay full price. I said, what if I posted the pictures of my results and stated that Penzones refused to correct, would that be fair? She then hung up on me. All I requested was to have the work that was incomplete to be completed. Dermaplane has a 7 day re-do limit. I will need to have the procedures done by Saturday.

  Customer response

  07/12/2024

  Charles Penzone failed to respond.  Why does my complaint not appear on the list of complaints against the business?  I had a manager state that Penzone would re-do my service based on pictorial evidence I provided. Can we make my complaint visible on the BBB site?  The complaint is valid and others should be able to view it.  Thank you.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid cash for the service and they charged my credit card on file also. This is a hair salon. I had color added to my hair. The bill was $115. I gave the young lady checking me out a hundred dollar bill and two twenties. For tip for the stylist. I have two voice mails from the salon stating they made a mistake. But they have not refunded the money to the card.

  Business response

  06/13/2024

  Thank you for bringing it to our attention. We apologize for their error. She has received a refund. 

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So my daughter was getting married. She contacted Charles Penzone for her bachelorette party and to do her hair and makeup the day of the wedding. They charged us $397.00 and change for the deposit. When her party got their on the weekend before her wedding to have a trial of hair and makeup plus all the spa services she was totally let down. Right off the lady that was there said oh we have your services all jacked up. Long story short, she never got a facial or a makeup preview which we were charged for. She had her nails done but before she could even leave the parking lot 2 nails broke. She got 2 infected two nails. Another lady never received her facial either. They were there for hours and never even offered water or food which was supposed to have been included also. After they left the women who where providing the services said that the manager would call and discuss a that was wrong with their services. This has been over 2 months now. Close to 3 and no remedy. They then charged them another $692.00. So almost $1.100 for half of the services that were supposed to have been offered. I had to pay another spa to redo her finger nails and toes an additional $120. I also had to pay another person for hair and makeup on the wedding day for all tge girls, an additional $500. They think that it is fair for us to pay this balance for services not rendered. I still haven’t heard anything back from management after several attempts to call. So buyer beware!!!

  Business response

  01/08/2024

  Hi *********, 
  
  We’re sorry to hear that your recent services did not meet expectations. We take customer service to heart and were happy to accommodate your services and offer both food + beverage options. The charges to your card were to cover the cost of the services that you did receive and you will not be charged for your on demand services that were cancelled.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/15/23, I scheduled an appointment to get my hair cut late afternoon for 9/16/23 in Dublin. I had to call back 10 minutes later to cancel. I called again on 9/16 to schedule a haircut for 9/17 at Lewis Center. I got a haircut on 9/17 but did not pay because the stylist did a terrible job. I did pay for a conditioner ($40), however. I noticed within minutes Penzone had charged me an additional $65. When I asked the Lewis Center manager, she said it was Dublin charging me for a haircut cancellation fee. I followed their 24-hour cancellation policy and shouldn't have been charged. Further, I NEVER gave them my credit card to hold the Dublin or Lewis Center haircut appointment. After speaking to a 5th manager, I discovered that Penzone kept my card on file from their now-closed 2018 app to charge me in 2023. This is a predatory practice, and they DID NOT have my authorization to charge it. I request a full refund of $65 and an investigation by BBB for predatory practices. Penzone is under new management.

  Business response

  09/26/2023

  Hi *****,
  
  We’d be happy to clarify how we charge for missed appointments. A card on file is required in order to book. If you’re booking online, you’ll be prompted to enter your credit card information on our secure site. If you’re scheduling over the phone or in-person at the salon, your card on file will be saved when a Guest Expert requests your credit card information in order to move forward with the booking process – you must express permission in order for them to save your information + book your appointment. This is how we captured your card information. Our card on file policy has been in effect since October of 2022. 
  
  We did proceed with the charge for the missed appointment on 9/16 using your card on file since our records show no communication into our Guest Experience Center.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed $144, to my checking account debit card on file, on August 1, 2023 for a missed appointment that was on July 31, 2023, at the Dublin salon. I would like a full refund of that charge. See the attachment.

  Business response

  08/11/2023

  Thank you for taking the time to reach out to us. Our professionals are commission-based + earn their compensation by completing services. Our appointment guidelines are intended to help honor their time + talents while allowing space for everyone to be human. We know that life happens + that’s why our team chose not to charge you for the other services that were missed, or cancelled outside of our guidelines, prior to your appointment on July 31st. We will be moving forward with the charge for your most recent appointment.

  Customer response

  08/15/2023

  I am rejecting this response because:  First, I absolutely did not give Penzone’s authorization to steal money from my checking account debit card. They must have captured and saved the information, when I used it at checkout, without my permission, instead of the card on file.

  Second, I have already stated the reason why I missed my appointment, and that I called the very next morning, and apologized profusely, and booked an additional $265 in services ($170 full highlights, $65 cut and style, $30 brow tint). These services were customary for me, as I was a regular high spender, and have been for many years. Charles Penzone thanked me in person for remaining a loyal customer, the last time I saw him, upon reopening after the COVID shutdown. It would have been to everyone’s benefit if Penzone’s had put a credit on my account of the $144, to be applied to the upcoming services, like I requested. Instead, they chose to fraudulently charge a checking account that they were not authorized to charge, and loose a long-time customer. I wholeheartedly reject the company’s response, and I will become a loud voice against their fraudulent and unethical practice of stealing money from their clients. As it turns out, my husband and I tested positive for the new highly contagious EG.5 COVID strain days later. Had I kept the appointment, countless people would have been infected. They should be thanking me, instead of stealing money from my checking account and treating me so badly.

  Business response

  08/23/2023

  Hi *****,
  
  We’d be happy to clarify how we charge for missed appointments. A card on file is required in order to book. If you’re booking online or on our app, you’ll be prompted to enter your credit card information on our secure site. If you’re scheduling over the phone or in-person at the salon, your card on file will be saved when a Guest Expert requests your credit card information in order to move forward with the booking process – you must express permission in order for them to save your information + book your appointment. We did proceed with the charge for the missed appointment using your card on file.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately had a horrible experience and recommend going elsewhere for all your salon needs in Columbus. I was beyond disappointed, as I thought Penzone was a reputable salon that cared about this customers. I got a brow lamination that lasted for 24 hours (I was told it would last 6 weeks, and I followed all instructions given for caring for my brows). I had spent $120 for a brow lamination that lasted 24 hours. Needless to say I was very dissatisfied with my service. I’m not sure which was worse- my brow lamination that didn’t work or Penzones customer service. I had sent multiple emails, they would tell me they’d call me back and wouldn’t, I was constantly the one having to follow up after weeks of not hearing anything. It took a month of me reaching out to **** and ********* to finally be told I would not receive any help. It was truly the most unprofessional, unpersonable experience. I felt very unimportant, unheard, and disrespected by customer service. I’ve NEVER experienced this customer service from any salon ever, truly unbelievable. My friends have all stopped going there since, and have found more personable salons since! The last thing you ever want to feel from a salon is to feel like just a number to them. I unfortunately was made to feel that way.

  Business response

  06/22/2023

  Hi ***** - Thank you for reaching out. We were happy we had the opportunity to speak together on 5/2/23 and offer you a redo of the service. Please feel free to contact us on BBB, or contact us at ###-###-#### and we'll be able to connect you with ****, our Senior Salon Director, again. We're looking forward to connecting. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made appointments for my twins, ****** and ***** for 11.17.22 with *** for highlights and color. They are identical twins. They are a brand and need to look identical. They are pursuing graduate degrees. they have a youtube channel. This was a present for them. 

  They asked for California sweet cream color. *** said they would love the color, when it was washed out, it was grey, but they asked for blonde. *** indicated it would wash out. They asked for one length of hair. *** insisted on "dusting the layers", and did it even though they said one length, no layers. 

  The girls texted *** within seven days as the grey did not wash out, and asked to come in. *** indicated she was busy for two weeks. 

  We sent pictures to **** who set up an assessment with ******, then with ***. 

  We returned for an assessment with ****** then *** who both agreed the cut was terrible and the color was awful. 

  I've had multiple conversations and sent pictures to with ****, who refuses to refund the money, pay for extensions or pay for color. 
  

  **** said on Friday, they would refund the money, and sever all ties, and for us not to return to the salon. Then she admitted she knew they were not going to comp the hair extensions before we drove back. **** said *** didn't want them to have hair extensions, and so they are not getting hair extensions. 

  All along, I had emphasized that we do not want drama, just to have the hair fixed. But **** and *** seem intent on creating drama. Multiple times I asked to speak directly with ****** Penzone, and the request was refused. 

  Business response

  12/19/2022

  Hello ****, Thank you so much for reaching out. On 12/16 we issued a full refund of $380 for both ****** + *****’s appointments, along with travel reimbursement. Our Hair Artists recommended not moving forward with extensions at this time, and we do feel it’s best to now part ways, but greatly appreciate your previous years of business. 

  Customer response

  12/30/2022

  Penzone:
  
  After conversing with ******* about the “experience”  and relating that the twins are actors and writers and must look identical for their auditions for identical-twin roles and social media platforms, she said, after viewing the before-and-after pictures, that she had done research and talked with Penzone professionals, and they all agreed tape-in extensions were the best option, not halos that I had suggested. She said they were going to supply both girls with the extensions, and ended the call by saying, “Don’t worry, ****, we are going to take care of you and your girls.”  At this time I felt that the situation was at last going to be rectified as much as possible to the extent of the horrendous cuts, stripping of the hair, and the massive loss of their hair, especially ******, in the front and sides, leaving just a small strip of her beautiful hair in the back, similar to a mullet but worse.
  
  **** ***** called me on Monday, December 12, and was hostile during the conversation saying that she didn’t see any differences in the before-and-after images. I reminded her that  ****, who did the first hair assessment, said that the hair looked way worse in person than in the pictures, and in the 15 years of cutting hair, she had never seen anything like it.  She sadly reported it would take at least a year to grow back and there was nothing short of cutting the hair up to the chin which is not an option because ****** is hearing impaired and must wear hearing aids that the long hair can help camouflage, and all the head shots are of the twins with long hair.  When auditioning, the twins must look current.  ***** then stated she didn’t believe that the extensions were needed, but she would set the twins up for an assessment with **** at the Short North salon for the following day and gave me her word that she would accept whatever his assessment was. I asked for a private meeting with ****** Penzone so that she could personally see the hair because she owned the business and was also a hair stylist.  ***** replied, “No!”
  
  When **** first looked at ******’s cut, his facial expression said it all. “This is bad.”
  ****** began to tear up and said, “I know it’s bad.  I look like a hyena with the mange.”
  **** said, “****** needs to see this.” We all got emotional, and I told him I was sorry to cry, but we were so upset. He replied, “You have a right to be.”
  He then said he had to call **** with his assessment and that he was “going to fight” for us.  I then asked how long before the hair would grow back to where it was when they entered the salon. He said in his professional opinion he usually said 6 months to a year, but with ******, it would be a year and a half, probably longer. When he returned, he showed us the extensions.  He said normally it would take about 3 extension per side. ***** was likely to get 3-4 on each side.  ******’s hair was so badly stripped, he recommended up to 6 per side! This is a testament to just how bad the stripping and cutting of the twins’ hair is.  He then selected the color that would match their hair.  Remember, the girls told **** emphatically that their hair was NOT to be cut or layered, only DUST the ends in the back and cut their bangs.   They came into the salon with long blond hair and left butchered and gray.  At this point ***** asked if the extensions would help their confidence, and **** replied, “Yes, and you are going to look a lot better.” He also stated as soon as the extensions came in, we would be notified and an appointment would be set up to put the extensions in, and he had a plan for a conditioning treatment because the hair was damaged during the extended highlighting process.  Hallelujah! We left the salon feeling better since the fiasco occurred, a month earlier. 
  
  Sadly, ***** called the next day informing me that she would not grant us the extensions because  **** said their hair was too damaged for extensions, and **** agreed with ****. After meeting with ****, I knew this was NOT true.  ***** was so hostile  and making comments that were irrelevant to the situation that I asked the call be to terminated. I asked for the extensions, as promised by the Penzone professionals, and that my money refunded, for the twins did not receive the services we paid for but were given atrocious hair cuts and came out gray. I was denied again on both counts.  I again asked to speak with ****** Penzone and HR and was denied the request again as well.  ***** told on Monday that she would have ******’s assistant reach out to me. I have not heard from ******’s assistant.  Not one time did ***** ask to speak with the twins to hear their story, ask how they were, asked to see their hair, or apologize.  In fact she stated she was not holding **** accountable for anything.  I was flabbergasted.  I asked why she was ignoring the two stylists who actually met with the twins and made their professional assessments. I reminded her that **** said the twins had more hair than they thought.  It was the way **** had stripped it. I could not have a calm and professional conversation with *****, for she kept repeating that this is about ****’s feelings.” 
  
  ***** called back on Friday and informed me that she spoke to HR and ****** Penzone, and the verdict was that my money would be returned; however,  we were not to return to the salons.  I was very perplexed by this comment, for my daughters were the ones who were the victims, and they did nothing wrong. My daughters are the kindest and sweetest people you could ever meet.  Why was ***** punishing them, rather than taking the advice and suggestions from her co-workers to discreetly rectify this problem?  This should have been taken care of immediately.
  

   I asked ***** if she had already made her mind up NOT to approve the extensions  BEFORE she sent us on the wild goose chase on Tuesday when she gave me her word that she would abide by ****’s assessment.  She defiantly replied, “Yes, I did.” I asked why would she would play such a cruel trick to get our hopes up and then not follow through.  ***** would not comment on the lie and deceitfulness, but said, “I’ll throw in an extra $40 for gas” and once again reminded us NOT to return to the salon. There was not one word of empathy or concern for my daughters’ situation ever uttered.  
  

  I thought that because I had been told repeatedly by Charles Penzone how much he appreciated my business for years, and as ****** has stated that if we don’t do something right, let us know, and we’ll make it right, I would have thought Penzone would have done whatever possible to keep us as loyal customers, or are these just words with no action? 
  
  I am asking that the girls can have some semblance of their appearance when they entered the salon for an early Christmas gift on November 17 so that they are not embarrassed and a private meeting with ****** Penzone to hear the truth of what happened.  I would think she would want to assess the situation herself and honor years of customer loyalty.  Again, she now has the opportunity.   
  
  I asked from the beginning that I did not want to pit one employee over another; our aim was not to humiliate **** but to address the problem confidentially away from the Dublin salon where it occurred, and all this done professionally and discreetly so as not to create hard feelings or undue drama.  ****** and ******* guaranteed this would happen.  Everything was proceeding smoothly until ***** became involved. ***** informed me on November 14 that I had hurt ****’s feelings and our relationship was shot and strongly suggested I not return to the salon. This “experience”  has affected my daughters’ appearance and  many other factors, including plans to tape for their social media platforms over winter break from graduate school to enhance that presence.  
  
  One cannot enter a Penzone salon that brands itself with the ultimate “experience” and trust to do what is right by its clients, have one if its stylist cut off, strip, and damage one’s  hair, and then told not to return. We are asking the Penzone brand to take responsibility for this “experience” and respond as promised in a fair and just outcome; otherwise, we will have to pay out of our pocket for tape-in extensions for the Penzone mistake. Since we are the ones who had the horrible “experience” and are no longer welcomed in the salons, we are asking for Penzone to compensate us for the expensive of the extensions at a salon of our choice.
  
  Sincerely,
  **** *******
  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a microblading appt; this service includes two appts: one can be booked online (the initial appointment) and one can only be booked directly by the individual service provider. There is also a "12-month touch-up" appointment which is half the price, and intended for touch-ups within twelve months of the original service (ie: does not require as much time commitment because only a touch-up). When I had my appointment, my provider told me she did not need to do the normal measurements, etc, because my previous service was still so intact. The appointment was very short compared to the normal service (again - she needed to do less, more like a 12-month touch-up). Sometimes providers will change the service in their system before you pay (this has happened to me with my hair stylist if we change direction within the appointment), so I honestly assumed she'd change to a 12-month touch-up, especially because she did not discuss the secondary appointment with me. But I was charged the full amount. I was a little shocked so I did not say anything at the time of checking out, but after thinking about it a lot, felt I was either 1) over-charged and should have only paid the lesser amount for the touch-up appt, or 2) owed that second appt that is part of the original service. I tried contacting the salon via email and someone called me, but when I tried to call back repeatedly, never received a return call. I gave up at the time, but my results are clearly suffering from not having that second appt that I was owed and paid for, so I began trying to contact the salon again to resolve. Same situation - I emailed and received a call back, but had to call multiple times to get back in touch. Was told she could not doing anything but would discuss with my provider. Received a call message back but now when I try to return calls, again I am not getting a response. I would like the original second appt I am owed and paid for, or a refund for half the service.

  Business response

  10/17/2022

  Our Salon Manager, **** was able to get in touch with ******** after multiple attempts of contact and explained to her the process of the Microblading service to clear up confusion she may have had in the past. We found a solution and booked her a new appointment for a 12 week touch up with **** at Polaris in a few weeks, and she will continue her service there.

  Customer response

  10/21/2022

  To clarify the response that **** reached out to me "after multiple attempts," - she reached out once, and I missed the call as I was working.  I returned her call twice, and we were finally able to connect on the third attempt.  Additionally, she did not make an appointment for me to resolve the issue.  I made the appointment because it was clear that we were not getting anywhere.

  While I agree that we discussed the service at length, and I appreciated ****'s time and diligence in looking into the situation (which I had not been afforded with the several previous people I spoke with), I still disagree.  The microblading service on Penzone's website states the following: "Our microblading service includes a full consultation and a complimentary touch-up within 6-8 weeks of the initial service.  6-8 week touch-up is at zero cost, no client charge, and has a service time of 90 minutes."  I was never given the opportunity to book this 6-8 week touch-up, and when I discussed this with ****, she informed me that my technician claimed I did not require it.  If there are exceptions where this part of the service is not provided, this should be clearly stated.  It is not stated in print with regard to the service, nor was I ever told this at the time.  This feels like a way to disregard the fact that I did not receive it, and when I tried to address it when it was relevant timing, could not get a call-back.

  Business response

  10/25/2022

  Hi ********,
  
  Thank you so much for the feedback – we’re always striving to provide world class guest service + appreciate you giving us the opportunity to make this right. Our 6-8 week Microblading touch-up appointment is a service free of cost and is only provided on an as needed basis – we’re so sorry that this wasn’t thoroughly explained during you microblading appointment, as it should have been. Your artist did not believe that a touch up appointment was needed, and we do leave that decision up to our artists to determine. Again, we are truly sorry for any confusion. While there isn’t a cost associated with this touch up, we want to make this right, and have added a $50 credit to your guest file that can be used on any future service. We truly appreciate you being such a loyal guest and hope to see you again soon.

  Customer response

  10/25/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received very rude service and an uneven sling bob haircut in July 2021 and was guaranteed by the manager to receive a corrected haircut when the current one grew out enough. The manager did get someone to fix it as much as they could, which made it extremely short so I had to wait a year to get the desired haircut. When I went to get the corrected haircut in June 2022 the hair dresser was very rude and refused to cut my hair saying the other hair dresser didn’t do anything wrong. The manager followed suit by trying to place me at a different location where I would have to pay for the corrected cut. I asked for a refund and the manager refused. It was a horrible, degrading, traumatic experience. I want my money back including tip from the original cut. I have a picture I will attach below. Thank you for your help.

  Business response

  09/09/2022

  Hello,
  
  Our Guest Experience Center + Salon Managers have reviewed *******’s experience over the past two years. Our team left her a voicemail letting her know that we’d appreciate the opportunity to refund her for her original appointment, as she requested. We will need her to call us at 614.418.5352 in order to refund her credit card. In the meantime, we have placed a store credit in her file.
  
  Thank you,

*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. ↩