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:10/25/2024

  Type:Product 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.

  The way I was treated was unfair and inappropriate by one of the associates at the guest service area of the PCI Academy in *******************I went there on October 15th and received 3 beauty services at the location. ****** *********, a ************* Assistant at the front desk, wasnt friendly or approachable from our first interaction. She did not acknowledge me or asked me how she could help me. As I was walking away she gave the next guest a pleasing welcome to the facility. When I requested that she pull up my account and tell me the details of my account balance. She argued and refused. When I asked her to give me details about the charges from the previous to current services used on my account, she got very rude. When I asked questions or asked for her to call someone else to help me, she refused. When I asked for a receipt for my services at the end of the session, she refused. When I said I would like to talk to manager, she said that I would be refunded for all the packages through an email and that the email would also include the invoice for current the services. I asked why would you revoke my services (because she was having a hard time dealing with me?) and refund the pre purchased packages, she sarcastically said that this place is not a good fit for **** was upset and left the place after paying my bill.Its been a week, I have not recieved a receipt of my services or a refund of my other packages, which is worth $400+. I never got a call from any manager or associate about the same. I recently found out that I was blocked from my services without my knowledge.I feel racially discriminated & being targeted. I need an explanation about the situation & a complete refund of all my pre purchased packages.

  Business Response

  Date: 11/04/2024

  We take all feedback received and utilize it to improve.  We want guests to have a good experience with us, but we also need to uphold a level of professionalism and expect that from not only ourselves, and students, but also our guests who come to have services provided by our students.  Our primary goal is to provide a safe environment for our students to learn.  When our team recognizes that this goal isn't going to be met, we do recommend/offer to find another business that could help in the future.  We have attempted to contact and work with this individual to refund the remainder of their prepaid services which totals $245.86. We have been unable to process the refund as this individual is disputing the amount.  Our system does not save credit card information, so we need to get their participation in the refund process.

  We have attached a spreadsheet which shows the purchases, dates of redemption of services and remaining balance.

  Please reach out with any further questions/clarification.  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22472393
  
  I am rejecting this response because:
  
  

  Im shocked & frustrated with these ongoing allegations . 
  First of all I have only received one call from PCI the day I registered a formal complaint with BBB. Before that I had sent an email to the manager & physically went to get my refund back, nothing was addressed. Right after my complaint with BBB, I received a call during my work hours. As a teacher, my job does not allow me to receive calls during work hours and so I requested them to call after 5 PM. The person on call noted that & said in exchange someone will reach back to you after 5pm another day. 
  Im still waiting for their response. 
  I would prefer them to send me a check instead, on my address
  ***************
  Plymouth 
  55446
  
  
  I have been a Customer for PCI for more than 2 years. This discriminatory behavior with one client against the others in the institute does not justify this blame. I was treated very harshly & poorly, I felt threatened by an employee publicly. 
  I wish and hope that they review their employee behavior and discrimination as well and instead of blaming the customer for anything that happens. 
  It was truly an uncomfortable and discriminating experience.

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/08/2024

  Following Mrs. ****** complaint to the BBB, she also reached out to the **********************************. Within her communication to the **********************************, Mrs. ***** provided her address and contact information. Using that contact information, we sent a letter to Mrs. ***** apologizing for any inconvenience and explaining the situation. We also included a check for $250.00 to refund the remaining balance on her prepaid services. We trust our response to Mrs. ***** satisfies any questions the BBB may have, and we hope this entirely resolves the situation.
  
  Best Regards,

  ******** ******-PCI Academy

• Initial Complaint

  Date:12/08/2022

  Type:Billing 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.

  This complaint is regarding PCI Academy here in ********, *********. I have been going to this place from last two years for all my beauty services, hair cut, manicure, pedicure, &also hair cut for my son. I have been getting done micro needling every month with them since April . I purchased their bundle package & also purchased their packages when it was on sale.After all this time & $ spent what would you expect that you would be respectful, well treated right?But unfortunately with these guys Customer who spends. $ & time, was loyal & regular means nothing.TODAY I had my micro needling appointment ,I went their for my appointments & Student did my face cleaning &applied numbing cream but than her Educator comes &she tells me if ***** my neck done , there is going to be an additional charge , even though I had 5 paid sessions on my account which I purchased when they were on sale. She told me that the purchase I had does not include neck, I told her I have been getting my neck done in the past in the same package & I was told its included. But Educator was not willing to honor that. I explained her since I have been getting these session done for long time & already paid for it please honor for the remaining sessions I have because I was not aware of this but she brings the manager & she refused to even listen to me & said we can do it for today but not for the remaining sessions & they can refund me for those if I wish, I said yes but then manager comes &says the student is not comfortable doing neck and she left. Seriously??She knew this from d beginning, I am laying down in d room with gown on &having this numbing cream on my face & they say student is not comfortable doing? Educator says she felt disrespected & left but were they being respectful to me? Simple words they refused to do it.***** even wiped my face. Went to counter to get my refund they all were like standing and waiting for me to through out.Really disappointing with PCI, would never go again

  Customer Answer

  Date: 12/08/2022

  I was denied the sessions I am in for and did not honor the previous pricing 

  Business Response

  Date: 12/13/2022

  We take all complaints/feedback seriously as we are a school and teaching students how to give a great guest experience.  That training does occasionally come with unexpected outcomes, which we do our best to handle gracefully and with care.  We are sorry to hear that this guest didnt feel like we handled it correctly. 
  Our service packages are sold for the main service, and additional services may be purchased separately.  In this case the main service would have been the micro needling service for the face.  To include the neck in the service there is an additional charge and is not included in the package price. 
  If, in the past, the service had been included at no charge, it was made in error, which we shared with the guest to clarify our pricing.
  We did provide the additional neck service, at no charge, at this guests October appointment due to the student running behind on their prior guest.  We wanted to make it right with this guest and to extend our gratitude for their patience in waiting for their service.
  In the event that a student becomes too uncomfortable to provide a service, we typically have another student step in to take over, however on this day there was not another student available to honor that practice.  Our education team followed up with the student the very next day to discuss the impact of that decision on the guests experience, and coach how to work through the emotions of learning on stage.
  The day of this visit, we did provide a refund for the service package the guest purchased as well as followed up with our staff on how we could handle a similar situation, should one occur in the future.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18540302
  
  I am rejecting this response because: I dont feel that PCI is apologetic at all for the way they treated their two year old client. This really sounds like justifying the treatment I was given. I dont understand if you buy a bundle package of something and half way, you will tell the client oh whatever services we were giving you was incorrect and we would no longer give you the same Seriously? It means you guys were not clear , that is your mistake and you want to make your clients suffer for something which is not their fault but yours. Coming to October session, it was not special that is what I have been getting since April , so I am not sure what are trying to say, that neck was included in October session, it was always there . Dec 7 was the first time they said neck it not included. I purchased 10 sessions and after having 5 sessions I m told in 6th session that you dont include neck and previous sessions were mistake?? That is your mistake and fault not clients. Coming to the session denied to me, you are totally justifying the way I was treated and denied. I was in gown on bed with numbing cream on my face and you say student is gone ,first you said she is not comfortable doing neck which she knew from the beginning and than she is not feeling respectful. But were you guys treating me with respect, you left you Client in bed undress with some cream on and say , that we cannot do the session and you need to leave. Seriously??PCI , didnt have the COURTESY to even wipe my face or help me getting dressed. I wish something like this happens to you, then you would realize. Now coming to the refund part , you had to refund it when you are throwing me out of your place , how can you expect you will keep my money. You guys had no options and that was not a favor.

  Really disappointed that after spending two years and my hard earned money , this is how to get treated by PCI. My mistake . 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2022

  We stand by our response and previous attempt to resolve the complaint.  If the guest has any further questions they can contact us directly.