Marla Jo Port Freestyles by Marla PortPhenix Salons, LLC, Phenix Salon Suites Franchising, LLC Hairstylist Marla Port refused to correct hair issues and refused to refund money Lakewood California
On 6/15 /14 at 2:45pm I had hair services performed by Marla Port, who rents a suite from Phenix Salon Suites Franchising, LLC, Colorado Springs, CO. The services were performed in her rented suite located in Lakewood, CA. The service performed were not to my approval and satisfaction and I attempted to resolve the matter with Marla Port on 6/17/14 at 12:44pm, as that is when she responded to the messages that I left for her on 6/16/14. She stated that she did what she thought was best and refused to admit that she needed to fix or correct anything. I asked for bleach hi-lights with a platinum tone and I received a few hi-lights "sliced in" as she called it. I told her during the consultation that I lift well never need toner. She checked under a foil and said she was going to rinse me. I asked if they were bright and she said that she was removing them because she didn't want to damage my hair because it was already dry. In all of my years of hi-lights, I have never had damaged or dry hair and I told her that. After the rinse, she began to mix a solution and I asked if it was a conditioner, to which she replied, "no it's a toner". I stopped her, knowing something was wrong, because I reminded her that I never need toner if the hi-lights are done properly. She said to use purple shampoo. After she dried my hair, I asked here where the platinum hi-lights were. She pointed to a few places, but I know that she was pointing to sections where I was already bright.
The next day when I was styling my hair, I noticed gold/brassy tones where she applied product. This was a new color, as I only had my natural ash and some bleach hi-lights prior to the visit to her salon. I also noticed the her attempt to "break up a weight line" in the back caused it to look choppy. She never once accepted fault, responsibility, accountablilty or extended an apology to me. She initially offered to refund the money that I paid to her, $80.00 (65.00 for service + 15.00 tip) after I asked her if it was really worth a negative review. But, she called me back within two minutes to rescind the offer.
On 6/17/14 at 1:04pm, I contacted Jason River, CEO and Founder of Phenix Salon Suites. He did not return the call, however, he forwarded my information on to who he thought was the local management. I initially received at call from a manager that afternoon at 4:25pm and was told that he would forward my information on to Curtis Jones. At 4:53pm, I received a call from Curtis Jones, the Phenix Salon Suites manager over the Lakewood, CA location. I explained what had happened and he stated that he would talk to Marla Port and if she was unwilling to refund the money, that he refund it to me in order to resolve the situation. I contacted him again on 6/18/14 and he said he had not spoken to Marla yet, but planned to do so around 4pm. I received a text message from him stating that she would not refund the money and that "we will resolve this matter" and that he would "honor that" meaning the refund of 65.00, following up with "where would you like for me to mail $65.00". On 6/19/14 at 8:35am PST, I sent him a text message with my address. At around 1:30pm, when I had not received a response from him, I called him. He immediately answered the phone "Hi, I have bad news, I won't be refunding your money, I spoke with corporate and they won't allow it." That afternoon I made repeated attempts to reach Jason Rivera at the Phenix Salon Suites Corporate office and their phone would not ring and the call would drop after about 45 seconds. I thought that a bid odd and unprofessional for a business line.
I was finally able to reach the Director or Operations in Florida and was given the number to Barry Hazelwood, the franchise owner of the Lakewood location. I called Barry at 4:42pm on 6/19/14 and explained what had transpired and he said that he would contact Curtis and get back with me. On 6/20/13 at 7:13am , I spoke with him and he stated that Curtis was a newly promoted manager and that he "made a mistake" and how could I expect a refund from him. I stated that I did not ask him, he offered it. He argued that I shouldn't expect them to handle this because they didn't make any money. He directed me back to the franchisee, Marla Port, completely dismissing the fact that his employee, Curtis Jones, offered a refund to me in both verbal and written format. I explained that my attempts to resolve this with her proved unsuccessful and that Curtis Jones took it upon himself to resolve the matter by offering to refund the money to me. When the attempt to reason with Barry Hazelwood proved unsuccessful, I then contacted Jason Rivera to ask for his help in resolving the matter by honoring the refund that Curtis Jones, a person representing his company, had offered to me. He was passive and refused to get involved, stating the Curtis is a fantastic manager.
This is by far the worst salon experience and business interaction that I have ever had. They refuse to take any accountability or responsibility for their actions, misconduct and negligence, and violate the professional code of business ethics in the grossest form, refusing to step up in an act of decency to do right by those who visit their locations. They have carelessly directed me back to the independent franchisee who rents space from them, with complete and utter disregard for the fact that I've already made them aware that the person is unwilling to resolve the matter.