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:12/13/2023

  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.

  On December 16, 2022, I was scheduled for a lip blush service. However, as a result of not receiving a consultation and not realizing at the time of scheduling the appointment was recommended which was indicated on her website. Subsequently, I didnt feel comfortable with moving forward with the service although I had previously signed a waiver waiving my right to a refund for cancellations within 24 hours.Its crucial to note that I scheduled the appointment during non-working hours, therefore the cancellation was within the 24-hour window. When I reached out to *************************, the owner of J. Elite, to explain the situation, she offered a credit that stated it needed to be used within one year. However, when I tried to use the credit a a few weeks ago, ****** refused to honor the credit although I made a request for a service she provided. In essence, J. Elite retained $250.00 of my money without providing any service. Such unethical and questionable business practices should not be tolerated. The conduct of this establishment has been exceptionally disappointing, and they should be held accountable for unfairly taking consumers hard-earned money during these challenging times, in which we cannot afford to waste our money. To make matters worse, ****** sent my PII ( drivers license) without my authorization. Such a careless and reckless act is inexcusable. When I questioned ****** about her practices she threatened to have her police officer father come to my home for which she tried to justify to say that she was being harassed by me and the person who treated me to the service as a birthday gift. I dont believe ****** ever had intentions to honor the credit. And should be held accountable for infringing upon my privacy and withholding my funds.

  Business Response

  Date: 12/19/2023

  On December 16, 2022, the client scheduled a lip blush service with one of my room renters (****************). The client called us 30 minutes after the appointment to cancel the service after the service provider had already set up for the service as well as opened supplies to perform the service. We have our cancellation policies online where you are not able to book unless you agree to it as well as send out a waiver stating the same terms of service. It also states in the waiver regardless of when you book the appointment you understand making any changes to your appointment within 24 hours of the service there will be fees you will be entitled to paying. The client spoke to me directly about the situation and out of good faith I verbally agreed to offer her a credit in the same amount. This credit was to be used within a year and could be for any service(s) that I offer, this could include the lip blush treatment as well, which is what she originally booked. The client called in a few weeks ago to use the credit which is no problem, however, she wanted to use it on ***** and other services in which I do not offer. Seeing how the original money went to the room renter at the time and not me we explained to her how I was not able to honor the credit with any other service provider, however like stated previously, I was willing to work for free as promised if she just chose a service I offered. The client seem to be fine with the situation and said she would call back to schedule. Her Fiance/Boyforiend/Husband called us (I say this because even though it was the same man and I remember speaking with him before briefly his titled kept changing so for purposes of understanding who I am referring to I wanted to mention that. This man ended up calling up to our business and cursing out not only myself but my teenage receptionist, he even went as far as saying he would come up there to her when she was only telling him things I had said while tending to other clients. In lieu of his attitude and threats I told him I did not feel comfortable servicing him nor his wife anymore. He then asked for a copy of the forms they signed to be sent to her. The form was sent to her and the email which she provided on file (hence why she knew I emailed her form out). This is a situation we normally do not do (give credits when a fee is due) because of situations like this, however trying to look out for a first time client ended up coming back to hunt me. The $250.00 was the total amount of the service and how much she was charged for the cancellation fee. This money went directly to the service provider/ room renter at the time and not me (******), again I was willing to work for free to try and accommodate a first time client, however I was not willing to pay $250 to someone else. I will attach a copy of the form as well as what's on our website. Our service providers are 100% commission based room renters so if a client doesn't show they do not get paid and products/supplies are wasted. I would like to add the client also harassed me though out the night which I will provide screenshots after refusing to service her or her husband via email in which I asked her to please stop or I would have to get the police or at least my father who is a retired officer involved due to the nature of the situation.

  thank you

  Customer Answer

  Date: 12/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response due to inaccuracies from the owner. My appointment for services was unequivocally booked on December 15, 2022, precisely at 5:54 pm, as evidenced by the attached receipt indicating the requirement for a consultation. Therefore, I had concerns about the appointment without a prior consultation.
  
  Contrary to the owners assertions, I did not cancel the appointment 30 minutes after the supposed appointment time. Upon realizing the absence of a consultation, I contacted the establishment seeking clarification. Unfortunately, my attempts to communicate were unanswered until the next business day when I promptly called after their opening hours to address the consultation matter. Despite this, my appointment was canceled without explanation.
  
  I've attached an email expressing my disappointment over the cancellation and confusion regarding a rescheduled time without prior discussion. This contradicts the owners assertion that I initiated the cancellation. Instead, someone from the establishment unilaterally canceled my appointment without my consent.
  
  The claim that I requested ***** services is untrue. My documented request clearly states a preference for lash services or brow services, which aligns with what the owner, *******, offers prominently. This was communicated during our interaction.
  
  Regarding the accusation of harassment, I've provided an email exchange demonstrating my respectful communication and an absence of harassment. My intent was solely to ensure I received the services I paid for without unwarranted cancellations or misunderstandings.
  
  My ****** reviews express genuine dissatisfaction and concern about recurring inadequate service provision and financial transactions without service delivery at this establishment. I'm exercising my right to express legitimate experiences and concerns.
  
  Given these issues, I respectfully request an investigation into this establishments business practices at this establishment to safeguard future customers from similar experiences of financial transactions without corresponding services.
  
  I ask for a thorough reconsideration of the provided response, as it misrepresents the factual sequence of events and fails to address the core issues at hand.
  
  Regards,
  
  ***************************