I was glad to see I was not alone in my opinion of Identity spa. I had been going there with my sister for a couple of years and I went before Christmas back in 98 and had a terrible hair cut. As soon as I got home my husband said it was uneven in the back and then my mother said the same thing two days later. Christmas was two days later so given the fact that we had family events coming up and my children were home for two weeks, I knew I couldn't get back in to have it ""fixed"" for at least a week. I called to tell them what had happened and asked if I could make an appt to get it fixed. They said they would ""fix"" it but I would have to pay for another hair cut because it had been over a week since I had been there and my ""some people go that often to get their haircut"". I went to Mitchell's to have it fixed (closer) and mentioned to the lady cutting my hair what had happened. When I was finished she told me she did it this time as a no charge and just hoped to see me back - that was 10 years ago - Never again will I go to Identity. Customer service means everything now days - especially when you are putting this kind of money out to ""look and FEEL good"".