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:02/22/2023

  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.

  Booked an appointment for my daughter online for 2/17 at 1:30pm. Unfortunately we found out she tested positive for covid and I emailed before appointment since it was discovered day of. I received email that based on their within 24 hour policy cancellation, they will still charge us 50% cost, which is $35. They charged my bank account immediately. I explained per their policy (which is screenshot below) do not enter salon if experiencing symptoms of covid. I explained I was being a responsible client (and healthcare worker-knowing better) not to expose their staff or other customers and even showed covid test for proof. I received no response or credit. Even though their covid policy clearly states do not enter and must cancel appointment. We could have lied/hid the fact of covid, so we wouldn’t lose money…but instead we felt we were punished by protecting their place of business by being honest. I certainly understand they lost time and client but there was also a risk of lost time and money for covid illness if would have infected them. Everyone is struggling and I did not think this was appropriately handled. Very disappointed

  Business Response

  Date: 03/14/2023

  I am responding to I* ******** **** ******** ******** 
  
  Our company cancellation policy is to charge 50% of the service fee upon a last minute cancellation. This is clearly stated many times when booking an appointment at our salon. We received a cancellation 1 hour before this client's appointment. It is very suspicious that she suddenly had covid-19 one hour before her scheduled appointment. We are a small business and take our policies seriously regarding late cancellations. We would not be able to stay in business if we did not charge accordingly to our policies. Although we appreciate her letting us know she possibly had Covid, we still have to charge the late fee for this cancellation. Which again, is half of the client's scheduled service with us. This is clearly stated below and many times when a client books an appointment at our salon. 
  
  studio cancellation policy:
  upon booking an appointment and providing your credit card details you are agreeing to our cancellation policy. nothing will be charged to the credit card in advance of your scheduled service unless the cancellation policies outlined below are violated. you may pay for your service in studio using another form of payment other than the credit card held on file to secure your appointment time.
  should you have to cancel less than 24-hours before the start of your appointment, a charge for 50% of your scheduled service(s) will be administered to your credit card on file. if outside studio hours, our answering machine (412 818 7022) and email ([email protected]) are always available!
  if you no show to your appointment without notifying the studio a charge for the full amount of your scheduled service(s) will be administered to your credit card on file. we understand things happen that may be out of your control, but please understand we have held that appointment time specifically for you.
  please note: you are able to make modifications to your appointment online through our booking system up until 24-hours before your appointment time.
  if you arrive more than 10 min late without notice you are forfeiting your scheduled appointment time and may have to wait to be seen. why? our appointments are normally around 20 minutes long, so if we agree to take you 10 minutes late we will most likely run late with every single other client for the remainder of the day/night. we understand that things come up and always try do our very best to accommodate you! Thank you!
  
  
  BlushTan Pittsburgh