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:03/04/2024

  Type:Service or Repair 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.

  I went in to this business in the end of January or beginning of February to have a full set of gel x nails put on my nails. Upon completion I was mostly satisfied but that changed the next day. The next the the nail on my middle of my right finger came off. I was also experiencing some tenderness and pain on my nail bed that seemed unusual. I text ****** the nail tech regarding the problem the same say. This was on a Saturday that I text her. ****** apologized and said she could fix it on Monday. Unfortunately, I was not feeling well so I canceled my appointment and she understood. ****** asked me if I would like to reschedule my appointment I said yes, but because I had a lot going on at the time I said Id probably be back in a month. Meanwhile Sunday the pain of my right thumb nail bed pain grew so much that I could not sleep. I believe it was Monday that I did my research on taking off gel x nails safely. I bought some acetone, soaked all my nail in it and removed each nail easily. When taking off the nails I had a bruise on my right thumb and ring finger nail beds. I also had bruises on my middle finger and ring finger nails beds on my right hand. I took pictures of the damaged nails and informed ****** of the issue and sent her the pictures as well. She apologized then went on to say the could see about getting me a refund but at the time she was dealing with a family emergency. I was sympathetic and gave her another week to reach out to me regarding the refund. When I did not hear from her I text her again with no response. I received a phone call from the owner of LM Hair Studio boutique saying the ****** no longer works there that there was no refund after one day after services and that ****** knew the refund policy and that there was a reason ****** no longer worked there. I was very upset the owner was very rude and said that ****** has a license and is in school and that she is a contractor that worked in the salon. The owner had more to say.

  Business Response

  Date: 03/18/2024

  Good afternoon,

  ID of ********
  Hi My name is Genice Guerrero 
  On Feb 2nd a Client named *********************** had an Appointment with me to get full set of gel x nails service. When ******** came in for her appointment we did a consultation  and I informed her that her nail  bed is and was  damaged, she informed me that she just had  previous set removed. Which was previously damaged by the  way she had removed it. In her own words, yanked them off, bit it off! I had explained to her that she should wait till her nail bed was stronger, she wanted to proceed with the services! While she was wanting to get her nail service I asked her why did she decided to remove her last full set of nails her self, Her response was that she didnt like how the last services that  was provided to her and wanted the remove it off! she also stated that she has made complaints about the previous shops as well. Again, I asked her if she wanted to wait to get her nail set done for another day and I explained to her that the gel-x will be strong for her nails because of the Uv and the glue being used especially since her nails were sensitive and weak, she said yes and she continued to tell me that her friend told her about gel-x and how she wanted try it so we continued with it and after the service was done I told her if she has any problems to feel free to message me and she was happy with her service and she even tipped me $5.00. She was very satisfied that I even requested if I can take pictures she said yes and we continued. After the next day I received a message from her and I apologized and told her that I can fix it, I tried to make 2 appointments with her to give her that opportunity and as far as a refund I told her that theres no guarantee but I will talk to the owner of the shop at the time of the situation to see what we can work with knowing the shop policy, I was trying to work with her out of sympathy knowing I h and went over these conditions before the service was even started. After a few days she kept messaging telling me things and after I called the owner of the shop and explained to her what was going on and she took over of the situation. After I tried to reach out to ******* but she had blocked me so I no longer was able to message her.
  
  
  Thank you, 
  Genice Guerrero 
  ID of ********