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:08/26/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 scheduled an appointment with this business based on a cash discount price ("*10% off if paid with cash*") advertised on the appointment booking website directly under the price of the service. The full price for the service was $750. The day before the appointment I received a text stating the cash discount was no longer being offered "due to tax purposes". I offered to pay the price advertised with the discount and since it was no longer offered on 8-25-2022 I requested a refund of my $150 deposit paid on 6-3-2022. I was told there would be no refund and I also need to pay the full price of a service I never received. My credit card was charged for $150 on 6-3-2022, and $300 on 8-25-2022. The business also stated I COULD get the no longer offered discount on a second service IF I gave a review. This business only has 5 star reviews. The day of my appointment I was advised there was a another cancellation and I could come earlier. I am very concerned people including me are booking services based on a promised discount and paying a $150 deposit, based on PAID 5 star reviews and a promised discount. If you have an issue once you learn you dont get the offered discount you can cancel and still lose your deposit, and since she doesn't notify you of the fraudulent discount offer until less than 24 hours before your appointment, tells you you must also pay for the full service since you did not cancel 24 hours before the appointment time, and then charges your credit card. I assumed she was saying all this because her "policy" actually changed regarding the cash discount but the 10% discount is still being offered on her website today so people are still signing up thinking they can get it, and she is keeping everyone's deposit.

  Business Response

  Date: 09/05/2022

  We highly advise you read business polices and cancellation policies prior to booking appointments. When you booked we noticed the discount was no longer available for tax purposes but still offered the discount regardless. Never did this jisness state they would give a discount if the client left a review. We offered her this discount on her touchup and she decided to ignore 18 calls, 4 texts and emails up to 24 hours before the appointment. The client decided to cancel one hour prior after given several hours to respond. This client then demanded a non refundable deposit (which this client legally agreed to when booking) and began to harass my assistant because we stuck to our polices. As a small business we must stick by our policies in order to grow. We did everything in our power to work with this client AND honor the discount- yet she still devided to cancel one hour prior. In addition to this mt cancellation policy states we would charge%100 for the service without 24 hour notification. This client ALSO legally agreed to this when booking in June. If you do not agree to polices please do not legally sign to them. Once again- we have this client the option to still have the discount and she refused. Our policies are firm. This is the first time this has ever happened with a client. I have 5 star reviews based off my work, the way I treat my clients and how hard Ive worked. Nothing is paid for. 
  

  thank you 

  Customer Answer

  Date: 09/07/2022

  Complaint: 17775419
  
  I am rejecting this response because: The business response is a completely false. This was false adverstisement. She noticed after I booked on June 3, 2022 that the discount was no longer available, so why on August 25th, 2022 was the discount still on her website, she took it down that day after I inquired as to why a discount is still offered on the booking website that was not available. No one would come back for a second service and "discount" if a business doesn't honor an initial discount offered. I never demanded my deposit I literally asked that she "please return my deposit" not a demand but just another lie from this business. I never requested to cancel, in fact I advised I was willing to pay the offered price which included a discount, another lie. She absolutely never offered the discount originally displayed on the booking website, another flat out lie. I received an email from the business on 8-27-22 offering a "perk" of $10 off touch up for leaving a review. Also claiming she charged 50% of the service is another lie when she charged $450 which is more than 50% of $750. I never harassed an assistant just another sad and ridiculous lie. Nothing in business's response is factual.
  
  Regards,
  
  *********************

  Customer Answer

  Date: 09/23/2022

  Complaint: 17775419
  
  I am rejecting this response because:
  
  Pursuant to our phone conversation today here are the text messages received less than 24 hours before my appt. stating no cash discount is being offered on the original $750 service. 10% off as advertised would be $75 off.  When I advised the business that a discount was offered when I scheduled and paid my deposit she then started talking about a "touch up" (which is a service you come back for in 2 months) with a  review. A touch up service is $200, and I never made an appt, discussed, requested or in any way mentioned scheduling a touch service with her which takes place 2 months later. If she lied about the initial discount, who would believe and come back for a supposed second vaguely mentioned discount (she never gave any details of this supposed second discount- thats not an offer) . And I still don't see how it would absolve the business of the original offer of service with a discount and how that means you keep my money after you change the terms of the price.  If you offer a discount you honor the actual discount offered, and if you are no longer willing to give the advertised discount then the least you do is return the customer's deposit because it is not the same offer originally made and its no longer an agreed contract for service. You don't instead charge the customer an additional $300. I have paid $450 and received absolutely nothing because she changed her mind about her advertised discount.
  

  
  

  
  
  Regards,
  
  *********************