Yuko Systems, Beverly Hills, CA - upset with results of thermal reconditioning treatment

Complaints.com received the following consumer message on September 14, 2002:

From:

RE: Yuko Systems, Beverly Hills, CA - upset with results of thermal reconditioning treatment

09/14/02

To Whom It May Concern: On 2/25 I Had thermal reconditioning treatment, (Yuko Systems in Beverly Hills), a relatively new procedure use to relax natural curly hair, a procedure I was told would be good for my hair. The actress Sarah Jessica Parker and Chelsea Clinton, 2 well known celebrities, have had the procedure done on their hair. Prior to this procedure on 2/19, I had seen my regular hairdresser, (Pam at Gino’s' salon in Orinda CA.), for a simple wash and blow dry and On 2/21 a second hairdresser, (Polly, from Festoons Salon in Berkeley CA), for a second consult on the same procedure. The reason I mention these 2 other appointments is to emphasize my hair had been seen and evaluated by 2 other professional hairdressers only days before I had the procedure at Maiden Lane salon in SF. Both of these hair dressers would agree and testify that my hair was in very good shape and did not have any breakage at that time.

My hair looked great for about 2-3 weeks after I had this procedure done but than I started noticing increased dryness, difficulty in styling, and odd lengths, this brings us to the end of March about one month after the procedure. At this time I saw my regular hairdresser not knowing what was wrong. Pam said that my hair looked awful and that the procedure I had had done had caused a lot of damage. The breakage continued to get worse and worse and the texture of my hair dry and brittle. I kept conditioning it but to no avail.(Conditioning supplies were costing me $80-100.00 every 2 weeks.) In April I called Maiden Lane and discussed with the receptionist what was happening. I was reluctant to return to Allen’s care, but she advised that that would be the best thing to do at least initially. I took her advise but the earliest time we could schedule with Allen was May 14th. In the interim I went back to Polly at Festoons for her assessment of my hair. She was shocked to see what had happened to me. Polly had trained with the manufacturer of the straightening product at a salon in Beverly Hills. (I later learned Allan, at Maiden lane, had not). Polly looked at my hair and explained to me that the neutralizer that was used with this procedure is only supposed to be applied 1-2 inches from the scalp and clearly the solution had gotten to close to the scalp causing severe damage to the hair follicle and subsequent breakage.

The dry brittle nature of my hair was a result of leaving the product on my hair too long. “The solution had damaged the hair follicles causing the breakage”. Polly said, “it was very easy to tie the breakage to the thermal reconditioning, all you have to do is know how fast hair grows, look at the length and back time the root and growth and there is no question that the procedure did this". She went on to say even if it were not so obvious, she had seen me only days prior to the treatment and there was NO breakage at that time. Polly advised me to go back to Maiden Lane and let them fix it.

I told her I had already made an appointment but that I wanted her opinion on what had happened so I could be more prepared to discuss the issues and what to do next. "The amount of time and effort for fixing this is no small deal and it is not going to get better quickly.” The manager at Festoons offered to take pictures of my hair which we did like Polly advised me to go back to Maiden Lane as the owner would want to see for herself and try to fix what had happened. Allan is Asian and his English is very difficult to understand, our communication was often very difficult. I tried to explain, "my hair is in terrible shape, just look at it, it looks awful, what can be done to fix it?". He said, it was fine, that I was looking at the re-growth and that hair was curly again. He went on to say I shouldn’t worry and in another few weeks I should have a touch up", I was shocked to think he would even suggest such a thing.

Particularly after 2 other hairdressers were counseling me on not doing any thing but conditioning the hair. He told me to “keep conditioning my hair as often as possible and my hair would be very long, down to my shoulders by Christmas, and than we could do the entire head again in December”. He than trimmed my hair, which took him less than 20 minutes.

I tried to explained that the cut was not right for me, the cut he was doing was making the breakage more obvious. He seemed not to understand me and it was obvious we were getting no where fast. I was very disappointed in the lack of concern he showed and the his total dismissal of the problem. He charged me $80.00 and eagerly ended our time together. I did not know what to do next. I called my regular hairdresser who re-cut the hair for free the next day and said that my hair was in very bad shape and that calling the manufacturer might shed some light on a solution. I did call the manufacturer of Yuko Systems in Beverly Hills and after I described what had happened she explained to me that the operator had probably allowed the neutralizer to get too close to the scalp and that is why there is breakage. The solution should be at least 1-2 inches from the scalp. It should be remembered that although my procedure was done the last week of February. The broken hair would not be apparent immediately, particularly where most of the breakage was located. It would not have broken off until the third or fourth week and than it would be very short and less obvious until more length grew. During the months following the procedure I grew increasingly upset with my appearance but I was dealing with sick parents, work and other pressing matters so I had to learn to live with it. As my broken hair grew it became increasingly obvious that I had a serious problem. Despite hundreds of dollars in salon conditioners and moisturizers, as it grew it was increasingly harder to conceal the damage. Rather than this process making my life easier it was getting more and more difficult. Now instead of dealing with just my own curl it was if I had 3 different heads of hair; my own curl, broken hair and straight hair, all of which I was afraid to touch for fear of causing more breakage. In May I called Maiden lane again and asked for a manager. I got on the phone with James and described my problem. He said another manager Roy would call me tomorrow. Roy did get in touch with me and set up an appointment for June 19th which was right after I returned from my latest trip back East. Roy said the breakage was extensive and my hair was damaged and that the salon wanted to work with me on this. He gave me 6 packet’s of conditioner at $6.00 apiece, and one $36.00 jar of protein conditioner and advised me to come into the salon for professional treatments. In addition I asked him to please call the manufacturer of the product to find out what if anything they could recommend which he agreed to do. He asked me if I could set up some time to return to the salon for additional “in salon” treatments and I said yes. We set up 6/26 and 7/3. Roy asked if I wanted to book more appointments but I told him I could not do so that far in advance. On 6/26 I went into the salon for my first deep treatment. (Each time I go to this salon I have to drive 30 miles, pay a bridge toll and at least 12.00 in parking.) I saw Tommie who with Monica his assistant applied a conditioner. Which took all of 20 minutes and which if I had the product I could have done at home. I saw Roy again and asked what if anything he had found out. He said that the manufacturer was less than “forthcoming with those of salons who have not done the their training through them” (Allan had not trained there ) He did not think they were going to be that helpful but was hopeful they would be getting back to him again.

I showed him some research I had taken off the internet where it discussed thermal reconditioning and mentioned how important the after care of the hair was. Allan had not given any instructions for after care. I also pointed out that pre-testing the hair, if it has been chemically treated, is also recommended. I told Roy about how Allan had told me to “just let the hair go naturally, “ no need to even blow dry it, and by Xmas your hair will be really long and you will need a touch up”. Roy than asked if I needed more conditioners, but I did not as yet, and he said he could give me more when I needed them. I than asked Roy how he would feel about spending over 600.00 to have his hair ruined for a year or more, and asked him to consider refunding my money. Roy said he did not have the authority to refund my money but that he would discuss it with the owner, Sheila. He than said I had signed a consent form acknowledging that this procedure could in certain instances cause some damage. Allen also told him I had come into the salon with breakage.

I agreed I had signed this consent form but I did not believe that the signing of it released the salon from their responsibility when the damage was clearly operator related damage. I went on to say that Allan had verbally dismissed the form when I specifically asked him if this was safe for my hair. “You have very strong and healthy hair everything will be fine you will love it”. Finally, if Allen said I had damaged hair why did he do the procedure at all????

On July 3, 2002 I returned to the salon and had a second treatment. Roy saw me during that visit and told me they would not refund my money. I was than given a letter stating that the salon would not refund the money and that there would be no more services. Roy no longer was offering any products or treatments. The “we want to work with you to get this right” statement apparently meant for a very limited time and expense. Maiden Lane Salon hired the operator who did this procedure and did it incorrectly leaving me to manage the circumstances that will plague me for many months to come. I provided Roy a list of events documenting the time, effort and expense I had endured. I ask that he share this with the owner and reconsider their decisions. He later told me he did share this with the owner but once again there decision was final. I once again asked how the salon believes this is anything but the result of the procedure being done incorrectly? And why after promising to work with me and provide me with product they had suddenly changed their mind? I would not want anyone to go through what I am going through. I feel Allen was eager to have the business and did not take the proper, recommended precautions to pre-evaluate and test the hair. I further believe that the breakage was caused because he was careless, hasty and failed to use the system correctly. I paid $670.00 for a procedure to ruin my hair another $80.00 when I returned to ask the operator for help, and this was just the money spent at Maiden Lane.

Several hundreds of dollars have been spent on moisturizers, conditioners, treatments and other salon appointments. One weekend I spent Saturday afternoon at a hair replacement appointment to see if they can do anything to help me. The time involved has been very costly. Having to look this way is an embarrassment and a burden that eats away precious time, self confidence and financial resources. I feel the very least Maiden Lane could have done is provide treatments and refund my money.

Other salons have told me they should have refunded my money plus cared for my hair until it grew back. Instead they did 2 treatments on my hair, treatments that did not require a salon visit, and which in the past I have done myself at home using the same products, at a fraction of what they quoted it cost them, and this is suppose to make everything right? I have spent the time, money and lost large sections of my hair, which I will have to live with for at least a year. The texture of my hair and the look is in stark contrast to what 2 other professionals saw only 2-4 days before my visit to Maiden Lane. Please let me know if you need any additional information. I look forward to hearing from you. I have included a quick timeline summary below.

Sincerely

Barbara Hird

Condensed timeline Summary of Dates and Activities

2/19/02

Saw my regular hairdresser for a cut and blow dry and discussed thermal re-conditioning which she explained she did not do yet. 2/21/02 Consult with Polly at Festoons salon in Berkeley who is trained to do this procedure.

2/22/02

Consult with Allen at Maiden lane for Thermal reconditioning. Made appointment with Allen after learning that Polly was booked for several weeks.

2/25/02

I Had thermal reconditioning treatment to relax my natural curl, at Maiden Lane by Allen who told me the procedure would be good for my hair.

03/28/02 Saw my regular hairdresser when I returned from the east coast. Increasingly having trouble with managing my hair. Do not know what is wrong. Thought it might be all the humidity on the east coast. When I saw my regular hairdresser she was shocked to see the amount of breakage since seeing me on 2/19/02. She said that this procedure had really damaged my hair.

04/03/02

Was gone back on the east coast due to family illness most of the month. Called and spoke with Maiden Lane receptionist who suggested it best I go back to Allen. Made Appointment to see Allen at Maiden Lane the 14th

05/13/02

Saw Polly at Festoons here in Berkeley consult on my hair and what was causing the problem.

05/14/02

Went back to Allen about the problems with my hair.

06/07/02

I called Maiden lane again and asked for a manager.

6/8/02

Roy calls me back and sets up an appt for 19th

6/19

Roy provides me with product and agrees to do treatments and give product for damage to hair 6/26/02 First treatment with Tommy I ask Roy to consider refunding my money since my hair is a mess, and is clearly so due to the thermal re-treatment procedure being done incorrectly.

7/3/02

Second and last treatment from Maiden Lane. I am given a letter claiming that I had waited too long to notify the salon about the problem.

7/6/02

Appointment with hair replacement salon to see if they can fix the problem.